Complaint Review: CompUSA

This is a letter concerning a totally unsatisfactory experience with one of your stores. This is in regard to store #394, and the representative that I have spoken to identified herself as the store manager, Melissa Copeland.

7/20/2004- 3:00PM-4:00PM
I visited store #394 to purchase a replacement video card for enhanced 3D gaming performance. I decided that I wanted to purchase the PNY GeForce 6800 ST(standard) for $299.99. After purchasing the card I took it home and tried to install it, however, it required an extra power connection that I did not have on my computer. I quickly repackaged the unit and returned it to the store. I took it to the customer service desk and explained my problem. The employee then told me he could refund my money, and proceeded to inspect the unit and complete all necessary paperwork. I completed my section of the form and was given a receipt.

7/21/2004- 3:30PM
My home phone number (listed on return form) was called by a woman who identified herself as a policewoman from the Sunset Hills police department (from the store 394 phone number), asked for me, and was told I was not home, and that I could be reached on my cell phone or that my mother (who answered the phone) could take a message. This policewoman asked if the woman that picked up the phone (my mother) was my mother and proceeded to explain to her in explicit detail the issue at hand. She said that I had purchased and returned a video card yesterday from store 394, and that the video card returned was not the original video card purchased. She then threatened to file a fraud charge, go my cell phone number from my mother and called me. I answered the phone and was greeted by the policewoman. she asked me if I purchased a video card on the 20th and if I returned it. I told her yes, and she told me the one returned was not the one purchased and that I had until 8:00 PM that day to return the original or she would file fraud charges. I politely told her I would rectify the situation. I went home to find the original resting where I thought I had left my old one. I promptly took the original to store 394 and was not greeted by the customer service rep, and finally Melissa Copeland came to the customer service desk. she did not identify myself or herself, and went on to ask me if I wanted to keep the original. I told her that I did not want to do further business with CompUSA and that I wanted a refund. she said that she would have to charge a 15% restocking fee, and I agreed. while this was happening, another white-shirted employee came to the service desk, and the entire time Melissa was very abrupt and non-courteous. When she finished completing paperwork, I asked her if she was the manager at this store. she said yes, and I explained to her my dissatisfaction with the entire experience. She responded with a very non-chalant "okay...", and I began to explain in detail the problems. I told her that I was not happy about being contacted by a threatening policewoman as the first method of contact, and I was not satisfied at her level of professional courtesy and respect in the second return procedure. She responded by saying that it was a fraudulent return because a bar code sticker on the card I returned was one that should have been on the original one I purchased. The other white-shirted associated asked to interject, and said that it was plain stealing and I had no room to be dissatisfied with CompUSA's level of service. Melissa gave this employee a nod, condoning what she said. Melissa then said that I am lucky that they added the 15% restocking fee and let me go at that rather than filing shoplifting charges, and that I am not welcome to come back to CompUSA. Melissa went on to do some more paperwork further down the desk and told her associate that she wanted to finish this and get him (me) out of here. She said that the unit was later inspected and found to be incorrect, so she called the police and asked what she could do. She said the police told her it was stealing, and proceeded to give me the threatening phone calls. I the explained that it is also CompUSA's responsibility along with mine to ensure that the unit is in fact the correct unit with all accessories. I told her that I saw the customer service rep inspect the package and continue with the process, and I therefore assumed that everything was all right. The video cards are clearly marked GeForce 6800 and GeForce FX 5600 Ultra (the one I mistakenly returned), and it is a fault of CompUSA to overlook that, and that it in no way justification for the threatening phone calls, disrespect shown towards me, her associated calling me a thief (which Melissa condoned), threatening further charges of shoplifting, and telling me that I am not welcome to come back. I asked her if there is a CompUSA customer comment line, to which she said I can call 1-800-COMP-USA. I tried to do that when I got home and it was closed. This entire time I was extremely courteous and was treated like a freak that they wanted to get out of the store as fast as possible. They did not once acknowledge any of the problems, but went on to tell me that I am a thief and that I am not welcome.

I completely understand I made a mistake in placing the wrong video card in the box to be returned. I was extremely courteous and made a complete effort to correct the problem in the most expedited manner.

Please know that I will not be returning to CompUSA for any reason in the future, and that I will be informing the St. Louis BBB and all of my friends and family of CompUSA's gross disrespect of me, my psychological well-being, my mother's psychological well-being, and my time.

What can be done to rectify the situation: apology from Melissa Copeland or superior, refund 15% restocking fee.

Joe
St. Louis, Missouri
U.S.A.

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