So, Saturday was my birthday and I had a lovely time. Anna did all sorts of fun stuff for me including an office renovation (documented here on Flickr).
One thing we did was take a gift that I got from a relative back to Best Buy. It’s a DVD of Rushmore, and I wanted the special edition one with all the commentary and extras. The version I got was just the basic movie (Listen up hollywood: widescreen isn’t a special feature).
So, I get to Best Buy and I don’t have a receipt. But I figure since it was a gift, and it’s still shrink wrapped, they’ll let me exchange it for an equal or more expensive DVD. So we go picked out a different DVD and brought it to the counter. The guy rattled off the policy about needing a receipt. I told him there’s no way I can get the receipt, it’s in another time zone. He said “well your relative should have sent you the receipt”. I started to get grumpy. I explained to him that by me coming here and buying a more expensive DVD, Best Buy is making more profit off of me than they did before. It’s in their best interest to process the exchange. He did some more rattling off of the policy. His eyes at this point are glazed over. I told him he should be nicer to the people who come into their store. He should apologize and say that yeah, he can see why that would be frustrating. All he’s telling me that he’s a corporate monkey and can’t do anything to help me. We were late for our movie and the rest of my birthday events. I just didn’t have it in my heart to yell at a manager too.
Here’s what really gets me about this situation. Best Buy absolutely doesn’t care about my experience in the store. They don’t care what this guy says to me, they just want me to be happy with my gift and never come back. They also don’t care what I say about them to my friends.
Having recently worked in retail, I can say that this is very very bad business. Apple’s in-store return policy was very forgiving. Apple employees want people to walk away very happy. Tell me this, when have you seen an ad for the Apple Retail Stores? And yet they made tons of profit last year. They’re a wild success. And it’s all word of mouth. People have a great experience and they come back. And they tell their friends. How hard is that to understand for Best Buy?
My take on it is that Best Buy cares more about a few pennies than it does people. The sad thing is that I’m afraid it will never come back to bite them. If Wal-Mart is any indication, they’ll just keep making money. And if this article is any indication, they want customers like me out of there, so they can focus on ripping off the less-educated customers.
My suggestion: stay as far away from Best Buy as you can.
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Interstingly, Borders or Wal-Mart will probably take it without a receipt. (I’ve done this at Borders with a CD without even knowing where it was originally purchased…) Perhaps you should take it there, say “gift, wrong version”, and see what they do?
§ #1 By JohnH at 10:58am on August 29 2005
Sorry, but your wrong. The store’s policy has been plainly stated and you still feel the need to pitch a fit? This guy may be a corporate monkey, but he is not going to risk losing his job to allow you to exchange something when you can’t even prove you bought it from Best Buy. Grow-up.
§ #2 By Michelle at 10:58am on August 29 2005
GRRR! I haven’t been back to “Best Buy” for about 3 years. My husband Brian got 2 DVD’s of “Monsters” as gifts and had already opened one so had to return the one from BB (w/o the receipt). A point of interest (or anger) is that the Best Buy logo sticker was still on this sealed, unopened DVD. Yet, they still wouldn’t take it back. I did “raise my voice” at the manager about being rude as well as the regular monkey behind the desk to no avail. So, I went across the street to Circuit City and told them I knew this DVD was from BB, but would they take it back since BB wouldn’t. They GLADLY took it back. I now tell everyone I can about my positive experience with Circuit City and my bad one w/BB. So, if you haven’t returned it already, try Circuit City.
Happy Birthday belated by the way.
§ #3 By heather at 10:58am on August 29 2005
Have we become so obsessed with one-stop mega store shopping that we allow the corporate giants to take advantage of us and treat us like an inconvenience?! We’re the reason they’re there and as hugantic as they are! Maybe it’s time we began planning our errands ahead of time and doing more than one on a trip.
Next time you go out to make a purchase, I dare you to 1) make a list (including what stores you need to patronize, if necessary) 2) plan your attack, and 3) patronize your local merchants if at all possible.
I’ll bet you’ll feel better if you do it. Eventually we may send a message to the faceless, you’re just a dollar sign to us mega-corporations. Don’t expect results overnight.
§ #4 By Aaron at 10:58am on August 29 2005
You’re right, I did comment on Wal-Mart without saying specifically why. Wal-Mart frustrates me for a number of reasons…
1. They always seem to choose cheaper over better. For instance – all their First Act branded starter instruments. They’re incredibly cheap, and because of that, they sound terrible. So, Jimmy Upstart tries to play the Wal-Mart trumpet his parents got him, and gets frustrated because it sounds terrible. He never picks up the trumpet again. Just a for instance.
2. Their constant propensity to buy and sell stuff made in china, while claiming to be an incredibly pro-usa company.
3. General horror stories about how they treat their employees – granted, most of this these days could be urban legends, but it does leave a bad taste in my mouth for them.
4. Their business model leads to small-town businesses going out of business. Quaint small-town downtown areas end up vacant while on the edge of town giant wal-marts dominate.
That’s what comes to mind. But hey, their return policy rocks. And they do give charitably. So, they’re not all bad. Good on them.
§ #5 By Brian at 10:58am on August 29 2005
Right. I did see that they wouldn’t take it back because they didn’t stock it. But your post seemed critical of Wal-Mart in a generic way. This might be true that they run over people in other ways, but their return policy is about as good as it comes (with the caveat of them having it in stock – but you can’t hold that against them).
§ #6 By John Mark at 10:58am on August 29 2005
JM: see above – walmart wouldn’t take it back.
§ #7 By Brian Warren at 10:58am on August 29 2005
Yes – happy birthday and thanks for my gift. It is very yum. I agree that Best Buy is pretty so-so on this stuff. Why buy from them at premium prices but lousy services? I’ll get a Mac before before I do that.
On Wal-Mart, I’ve never had a problem returning stuff they stocked. It’s my first post-xmas stop with whatever I’ve got.
§ #8 By John Mark at 10:58am on August 29 2005
Happy Birthday Brian!
§ #9 By dan at 10:58am on August 29 2005
Thanks for the suggestions Amy. I’ll try B&N. And I went ahead and hacked the flickr plugin on my site to open the photos in a new window. Ask and you shall receive…. this time.
§ #10 By Brian Warren at 10:58am on August 29 2005
My thoughts, because you asked: I’ve heard nothing but bad things about Best Buy. I don’t think I’ve been in one for over 5 years. Also, cool pics…like what you did with the dog, it adds that little ambience usually missing from a home office! Hehhehheh. Just wondering, and this is completely my preference, when you put in links such as to Flickr, can you make it so they open a new window? Yes I know I can do it myself…but I’m not that quick sometimes…and when I click thru ten photos and then want to get back to watchtan…well, it adds up. That’s all. I would try Barnes and Noble too for returning the movie, they are cool about those things. They might even order it for you if it’s not in stock, and if you ask nicely.
§ #11 By AmyH at 10:58am on August 29 2005
Bad, bad, bad on Best Buy.
Consumer watch-doging is a noble use of your blog. Sic ‘em, BW.
§ #12 By Casey at 10:58am on August 29 2005
Valid point, and I should try a borders. I’ve tried Wal-Mart and Target, but neither of those sell Rushmore, so they wouldn’t take it back.
§ #13 By Brian Warren at 10:58am on August 29 2005
Michelle, you are entitled to your opinion, but I want to point out two things:
1. I was criticizing Best Buy’s stupid policies and desire to care more about those policies than customers.
2. I criticized the employee for being a jerk, not for refusing to risk his job.
Saying it’s just their policy is in no way justifying the fact that it’s a bad one.
§ #14 By Brian Warren at 10:58am on August 29 2005