Complaint Review: Best Buy

Returns Tracking

When you return or exchange an item in store, we require a valid photo ID.

Some of the information from your ID will be stored in a secure database used to

track returns and exchanges. Based on return/exchange patterns, some customers

will be warned that subsequent returns and exchanges will not be eligible for

returns or exchanges for 90 days. Customers who are warned or have been denied

an exchange/return may request a copy of their Return Activity Report by calling

1-800-652-2331 or by mail at P.O. Box 51373, Irvine, CA 92619-1373. Please be prepared to provide your

transaction ID, ID number, full name, address and phone number.

Valid forms of ID accepted are: US, Canadian or Mexican Driver's License, US

State ID, Canadian Province ID, Matricula Consular, US Military ID, Passport, US

Laser Visa, or US Permanent Resident Card.

Best Buy reserves the right to deny any return or exchange.

Updated November 4, 2012

Looks like the "Silver Member" exceeded the returns policy.

"due to serial returners."

This is the age we live in. People don't use cash, they use credit cards. This has lead to unprecedented purchasing, due to the relative ease of returns, especially with stores that can look up purchases by the credit card...and in turn has led to unprecedented returns.

And the serial returners ARE the reason retaillers are tightening their policies. Many items HAVE to be sold at a discount and it costs the retailler every time the process a credit transaction.

"and the retailler has to sell it at a discounted price." 

???Why??? If the item is brand new, never opened why, exactly, does the merchant then have to sell it at a discount? On the contrary; If he bought it during the Holiday season, chances are he got a great deal and after his return the merchant will be able to sell it at full price.

"The retaillers (sic) are finding out this type of customer is NOT profitable to them".

Again, on the contrary. The OP said he was a "Silver Reward" member, which if you don't know, means he has bought plenty of stuff. Best Buy has definitely made their money from this guy, and quite honestly, should want to treat him well so he keeps on spending!

Being a member of the "Silver Reward" group only means he has bought the required amount.

It  tells you nothing of how many items he has returned.

"Get over it and buy more carefully."

It's timid shoppers like you who are destroying the economy. If everyone was this afraid to make a purchase at every store, the economy would tank

Since when has careful consideration before purchasing an item tanked the economy?

"If it helps keep prices a little lower, I can live with your inconvenience."

If everyone considered each purchase as carefully as you suggest, prices would increase because sales volume would severely decrease.

More pure CRAP, the retaillers would not have to deal with the expense of the serial returner.MANY stores have adopted the limited returns policy, including Home Depot.

I can only guess you are one of the aforementioned group of serial returners.

Your rebuttal contains NO facts, is pure speculation and ridiculous.

"due to serial returners."

This is the age we live in. People don't use cash, they use credit cards. This has lead to unprecedented purchasing, due to the relative ease of returns, especially with stores that can look up purchases by the credit card...and in turn has led to unprecedented returns.

"and the retailler has to sell it at a discounted price." 

???Why??? If the item is brand new, never opened why, exactly, does the merchant then have to sell it at a discount? On the contrary; If he bought it during the Holiday season, chances are he got a great deal and after his return the merchant will be able to sell it at full price.

"The retaillers (sic) are finding out this type of customer is NOT profitable to them".

Again, on the contrary. The OP said he was a "Silver Reward" member, which if you don't know, means he has bought plenty of stuff. Best Buy has definitely made their money from this guy, and quite honestly, should want to treat him well so he keeps on spending!

"Get over it and buy more carefully."

It's timid shoppers like you who are destroying the economy. If everyone was this afraid to make a purchase at every store, the economy would tank.

"If it helps keep prices a little lower, I can live with your inconvenience."

If everyone considered each purchase as carefully as you suggest, prices would increase because sales volume would severely decrease.

The ethical thing for Best Buy to do is warn the consumer BEFORE the purchase. They have the "Return Policy" in huge print up on the wall, why have they (a year after the consumer's post) not added this information to that return policy? They are obviously trying to HIDE the information to ensure sales, many of which would not occur with full disclosure of the 'secret' part of the policy.

The fact that they are being sneaky about it and "surprising" customers with this 'addendum' is the part that is wrong. If the consumer knew ahead of time that his return privileges would be limited, he likely would have reconsidered and possibly decided against the purchase until he was "sure" he would use it. This is what Best Buy is counting on. Admit it: if they revealed the new policy up front, many people would be afraid to make purchases they "might" possibly take back (for example, during the holiday season, you find out another family member got the same gift for someone on your list, so you agree to return yours and obtain an alternate gift.

So why does Best Buy 'hide' the "right to refuse any return" part of their policy?

Because people are much more free in spending their money when they know (or believe) they can return it if it turns out later they don't need it, for whatever reason.

Example: There is a super-smokin' deal on blu-rays and you can't remember if you have half of the sale titles. You buy them all, get home and see which ones you already own, and return the rest. If you knew you could not return them, you would hesitate to buy ANY, in fear of being left with unnecessary duplicates.

I can see limiting returns without a receipt, as these are often people who have stolen the merchandise and try to return the items for store credit; if they do it enough times they can buy a TV which they couldn't fit in their pocket. However, with a valid receipt, the policy doesn't make sense, especially during the Holiday shopping season.

As for blaming the consumer as being a "Deadbeat consumer" as some of you have alluded to, you should know that to obtain his "Silver member" status, it means that he purchased (and KEPT) at least $2500 worth of merchandise in the previous 6 months. That's why it has a special name: "Silver Member" because it indicates that he spends more than the "Standard" BB customer so they want to single him out as a VIP so to speak.  (I used to be in this club, so I know the details). If that's how BB wants to treat their highest-spending customers, they deserve to go the way of Circuit City.

Bottom line: changing the terms of their written (on the wall in huge letters at any store, as well as on every receipt) return policy without without informing the consumer of the NEW/FULL policy (here, they essentially have an undisclosed "hidden" policy that countermands their written, publicized policy)  is bad business and just plain unethical.

I myself make a point to NEVER purchase anything at a store that has "No Refunds" posted above the register. Why? Because this business model makes them no better than a flea market (and the merchandise quality in such stores usually reflects this) and means they don't stand behind their product, among other things. Any time a merchant says"No Refunds" (or "we can refuse any refund for any reason") whether a private seller on ebay, or a giant like Best Buy, it is the same HUGE red flag: Something shady is going on, and you probably don't want to get caught in the middle of it. If Best Buy posted their ENTIRE policy, I certainly would not shop there (and won't in the future, so thanks for the post)!

I think that this system is very flawed. 1. trying this system out during or before the holiday season (bad idea its too new). 2. no other companies track your returns like this as bestbuy does (the only time target or walmart will ask for your ID is when you dont have a receipt with not being able to track it by looking it up on your card that you used to buy the items). 3. when trying to return an item there are some people in the USA who dont have a state id. 4. why should it matter if your returning it for the same price unopened your not trying to swindle the company you just want your money back.

Having the same problem as the author. with you there brother. 

Do you have a record of excessive returns over a short period of time?  Sounds as if their software is flagging you for this.  You obviously have purchased your share of products there.  Surely you know the reason this is happening.  It is not random.  Be honest.    It could be quantity of returns, total $$ returned to total $$ purchased or the like.  

What item did you attempt to return? Did you use the item? What is the reason they gave for denying your request?

due to serial returners.

It's going to force consumers to think a little before making a purchase just to try it out and then return it and the retailler has to sell it at a discounted price. 

The retaillers are finding out this type of customer is NOT profitable to them.

"Keep it up Best Buy and I see you going under like Circuit City did !!! SHAME ON YOU !!!!"

You may have got this part right if they didn't take steps to control customers like you and the "other people" that told you their returns were also being limited.

Get over it and buy more carefully.

If it helps keep prices a little lower, I can live with your inconvenience.