Circuit City - Help!

[Marie17]

How do you deal with this company?

We recently purchased a PDA ($300) and inquired about the return policy before it was purchased (Husband already has a PDA, son already has a PDA and so does my daughter). My husband was looking to see if this one did something (I don't know what). The sales associate told us if it was not what we wanted to just make sure we returned it with the original receipt within 14 days.

So, yesterday we "tried" to do just that - however, it is not that simple. Return policy is not what the associate spoke of - that is just not the case. We have to pay a restocking fee of $45. When the manager told me this I was shocked. He stated that it is their policy and the details of the "restocking fee" are on the back of the receipt. He was quite indifferent.

Has anyone ever had any luck with them? I spoke with a friend and she stated she had trouble with their rebates so she stopped shopping there too.

I did not return the PDA. Called customer service and they tried to speak with the store manager regarding the fee to see if he would just give me a store credit in the same amount of the restocking fee so that a customer would not be lost. He (again) stated that I should have looked at the policy on the back of the receipt again. Customer service representative was the person who came up with the idea about the store credit so that we would be even (I hadn't even thought of that).

After this incident, we won't be shopping there ever again. Local dealers and other name brand companies, and the internet will definitely get all of our business. Now I am going to have to sell it on EBay or something (and lose over a $125 - which includes tax). I know it would definitely be cheaper to just pay them this restocking fee but the principle of the matter is that I won't ever give them one more penny - even the restocking fee.

If we would have known the policy prior to purchasing I would have gladly paid this fee. We did not and I totally believed the company was mis-represented by the associate not detailing the precise details of their policy.

I guess now, I will have my own PDA if I choose not to sell on Ebay - or - one of our nieces or nephews will get a PDA as a graduation gift to go off to college.

Should I contact the Better Business Bureau regarding them? Should I contact the Attorney General? I believe they totally misrepresented their policy by not stating it fully when my husband asked specifically about it. Very easily they could have said that our policy of returns/exchanges is posted on the wall by customer service (which is right by the entrance/exit doors) - they failed to do that. Unfortunately, for us this was not the case and unfortunately for us, we relied on the word of the associate. And do people ever really get issues resolved when contacting these agencies or they just a way to make you feel good that you tried?

 

[Schachteles]

I don't blame you for being upset. But honestly I don't think that contacting one of those agencies is going to do anything for you...it is going to be your word against Circuit City's word...and they just have to say read the receipt and then it is a moot issue.

Personally I would just return it to them and be done...I would NOT take a $80+ dollar hit to my pocket book by selling it on eBay to prove a point to myself.

Just go in, return it and be done. That is just my thought!!

 

[Darcy03231]

This is a big problem with both Circuit City and Best Buy. The sales people will tell you anything to get you to buy something and then when you try to return it there's a problem. I don't buy anything at either store now unless its something I know I will not be returning.

 

[MickeyMamma]

I would agree - several stores have changed their return policies to the restocking fee, and some just no longer allow returns.

In terms of the not wanting to leave CC With the $45 restocking fee, isn't it better to leave them with only $45 than to let them keep all the money PLUS you will be out more than that if you try to resell. Just return it and walk away.

Before you buy the next one, send in DH or DS to see if it can do whatever they wanted it to do in the store. If they do not SEE that it can do that, then try calling a company that can give you more information like J&R or B&H Photo and Video. Or take a good look at the manufacturing companies homepage or review sites. You would not believe all the research I did before buying my last camera, but I got one that did what I needed it to do and I am happy with my purchase..... And for the record, I did NOT buy it at CC or at Best Buy.

 

[Marie17]

Why would anyone just accept this? How many other people have paid a "restocking fee" only to have them re-sell an item as new? That is an additional 15% profit for a company. It may not seem like much but if a company can just say - well, you should have looked at the back of the receipt. They get the product back - resell it - make the money from the sale plus 15% additional profit. In my case, $300 back in actual product (to be re-sold) + 45.00 profit. In my eyes, absurd.

I will definitely lose that additional money just to not give them back the product (only to have them re-sell and make $45 more).

I may call the credit card company and ask them about the purchase and let them know what exactly I am planning to do (contact BBB to file a complaint and Attorney General for their misrepresentation) to see if we have to pay for that portion of the bill or if it can be flagged for a dispute that way if something ever comes of the complaint the charge can be refunded. I just don't know - I've never done anything like this before and don't know how any process really works.

 

[Marie17]

In terms of the not wanting to leave CC With the $45 restocking fee, isn't it better to leave them with only $45 than to let them keep all the money PLUS you will be out more than that if you try to resell. Just return it and walk away.

If I do this then they would be making a quick $45.

If I sell it, someone else will benefit by getting it for a cheaper price but a great unused product (sort of like an act of random kindness). All my husband did was look at the manual to find out it wouldn't do what he needed it to do.

 

[tekken712000]

We had the same problem with Circuit City - we refused to buy from them again. I haven't had any problems with Best Buy. Try writing a letter to their Corporate Offices. If they get enough feedback they may change their return policy.

 

[Schachteles]

If I do this then they would be making a quick $45.

If I sell it, someone else will benefit by getting it for a cheaper price but a great unused product (sort of like an act of random kindness). All my husband did was look at the manual to find out it wouldn't do what he needed it to do.

She OPENED the item (had she not opened the item and it was still factory sealed this would NOT be an issue, the problem here is she opened it!!)...therefore CC or BB will NOT be able to sell it as new. Yes they might put them back on the shelves as an inspected opened item (I see them all the time at BB), but then it will be sold at a discount to the second buyer...usually about 15% off which then is a wash for the store. And unfortunately that wash costs the first customer (in this case the OP).

 

[Hannathy]

Many, many companies have a restocking fee now. I just paid one last week on a back pack we ordered and then it didn't fit all my DD's stuff so we returned it and had to pay a restocking fee. I think almost all of the electronics places have a restocking fee especially if the box has been opened which yours has. They have to check it before they can sell it as new. If I remember right CC and BB etc. have it posted in the stores and on the receipts so I really don't think any of the groups you mention would take your case. It just goes to show you that like they always say get it in writing. Think about how many bogus answers you get from different CM's at Disney but it comes down to what is in writing or if Management will over ride it and that doesn't happen often even at Disney.

 

[undertheradar]

Complaining to the BBB, the State Atty. General or your CC company will not cause them to overide the restocking fee. The fact that the information was printed on your receipt and you did not read it is what is wrong here. An hourly wage retail worker told you the item could be returned and you feel that the fee should be waived? The store policies are posted in many stores at the customer service desks. It has been a long time since most stores accepted open electronics(if at all), without a fee. I would do complete research before making an electronics purchase in the future. I would not purchase a previously opened electronics item without a deep discount. I fail to see what the store did wrong here. Yes, $45.00 is a lot of money, but keeping an unusable product doesn't make sense. Good luck with whatever you choose to do.

 

[Marie17]

Yes, he opened it. I would have gladly paid this fee if I had known about it prior to returning the item. I wouldn't have let him open the box.

At the present time, I now feel that I should never trust a word of any employee in any store. You shouldn't feel as though walking into a national company and asking a question regarding their return policy to not get the real scoop.

I will definitely now be a customer who ask a zillion little "stupid" questions before I purchase anything that isn't edible (okay that's a bit overboard) but you must probably get my drift.

Reasoning being: Prior to going into Circuit City I had gone to Barnes & Noble to return a calligraphy set. My daughter found a neater one to give away as a gift from the craft store. The box had a slightly indented top corner - all of them were on the shelf had that same indention. The cashier asked about it and I told her they were all like that on the shelf. I even told her the rebate stickers were expired 12/05. I just purchased it over the weekend. She then stated they do not accept any sort of damage but she knew that those sets have basically been there since the store opened a couple years ago. I guess I should have cashiers/associates mark on receipts that they acknowledge if a box or container has any mark or damage that is from the store before I buy it so that if it needs to be returned that it would be acceptable and that they store was selling the item.

 

[kandeebunny]

The catch is they then have to discount the item after it was opened and resell it. If it is NOT defective they CANNOT send it back to the manufacturer. The mark up on those things for which there is a restocking fee is nil. It's unforunate, but I've worked for all the major electronics retailers on the east coast, and this is STANDARD policy. PDA's, computers, laptops, printers, cameras, camcorders, radar detectors...there is NO mark-up therefore the return policy is shorter, and there is a restocking fee if the item is opened. If there isn't the company will then be selling the product for LESS than what they paid for it...that said open box items sit on the shelf so long this usually ends up happening.

It is Circuit City's policy to offer to let you EXCHANGE the item...and forego the restocking fee. I'd ask about that if it were not offered.

Now legally they covered their butts, the return policy is stated ON the receipt, and somewhere in their store, so calling any of these agencies will not get you anywhere. It is perfectly legal to charge a restocking fee.

 

[Marie17]

The fact that the information was printed on your receipt and you did not read it is what is wrong here. An hourly wage retail worker told you the item could be returned and you feel that the fee should be waived?

Well, in a word - yes. Misrepresentation of a policy. You don't get your receipt before purchasing the item. You ask the employee about a policy and told incorrect information is wrong. If the employee did not know the policy they could have very easily pointed us to the customer service desk to look at the policy. It seems that an employee working at a store like this would know the policy especially since it is now commonplace.

We didn't but "stupidly" relied on their employee. Yes, that was stupid and will never happen again.

Funny thing being - we were planning on buying a new TV (the kind you hang on the wall) and now they lost a potential sale that would have happened very soon.

 

[Marie17]

ends up happening.
It is Circuit City's policy to offer to let you EXCHANGE the item...and forego the restocking fee. I'd ask about that if it were not offered.

No offer of anything like that. In fact, I told him I would never spend another penny at Circuit City. His reply was "well, you'll just limit yourself to where you can buy." I said yes it does but I imagine the Best Buy or HH Gregg will be happy to take my money - and - I'll know in advance of the restocking fee that is so commonplace.

Legally they are covered but can you not make a complaint? I'm not looking to sue anybody or anything but firmly believe that their employees need to state their policy correctly when asked or direct them to the "policy" sign.

 

[Schachteles]

Well, in a word - yes. Misrepresentation of a policy. You don't get your receipt before purchasing the item. You ask the employee about a policy and told incorrect information is wrong. If the employee did not know the policy they could have very easily pointed us to the customer service desk to look at the policy. It seems that an employee working at a store like this would know the policy especially since it is now commonplace.

We didn't but "stupidly" relied on their employee. Yes, that was stupid and will never happen again.

Funny thing being - we were planning on buying a new TV (the kind you hang on the wall) and now they lost a potential sale that would have happened very soon.

You have to remember that you probably dealing with some kid (or person)...who is underpaid and undertrained. Not that that at all legitimizes the situation! But I am sure you asked "Can we return this?" well of course the answer is "yes"...I am sure you DIDN'T ask "can we return this opened without a restocking fee?" Had you phrased it like that you likely would have gotten a different response.

And you are right, you don't get a receipt before buying, but you should read it before you open the item...especially when it costs more.

Also, think about it...you can't return an opened $20 DVD much less a $300 PDA!

 

[dis-happy]

I would return and pay the fee. Then I would file a claim in small claims court for the $45. It can't hurt to try. Chances are they won't show up and you'll win by default.


Part of my argument in court would be:

what the sales associate told you

the fact that the policy is on the BACK of the receipt. You don't get a chance to see the policy until AFTER you've made the purchase and are holding the receipt. That seems very sneaky to me

 

[Schachteles]

I would return and pay the fee. Then I would file a claim in small claims court for the $45. It can't hurt to try. Chances are they won't show up and you'll win by default.


Part of my argument in court would be:

what the sales associate told you

the fact that the policy is on the BACK of the receipt. You don't get a chance to see the policy until AFTER you've made the purchase and are holding the receipt. That seems very sneaky to me

Who has the time for this? You will pay a court filing fee!! Again, it boils down to return it to CC, pay the $45 and be done with it. IF you feel compelled to call the BBB and AG then do it, but know it will only be for your own peace of mind. CC can say that it is POSTED as it is in the stores AND it is CLEARLY stated on the receipts, it will be buyer fault.

 

[undertheradar]

The information being printed and given to you is more than you get at most stores. The return policies are more stringent these days. You could exhaust your energy complaining to every agency you think will listen, but that energy would be better directed to get your husband to do more detailed research before making the purchase. Before purchasing that new tv, check compatability with cable system, dvd players, home entertainment systems, etc. Sorry that you were charged the fee, but the store provided the policy in writing.

 

[BonnieA]

We will never shop at Circuit City again. We bought a printer last year that was defective. They wanted to charge a restocking fee for a defective product!!! I asked if they were going to resell it? IT WAS DEFECTIVE. They would not give us our money back. I could return it for another of the same product and that is what I did. Then without opening the next printer I returned that one. Then they gave me a full refund because it was not opened. But that is the last time we set foot in a Circuit City.

 

[Jeanne B]

I think you can return the item without a restocking fee only if you exchange it for another one (I'm pretty sure that's what they told me a while back when I asked about the return policy). I'm very careful about purchasing big ticket items from CC and BB due to their restocking policy.

I think part of the reason the electronics stores have this policy is due to those people who have "bought" a digital camera or video camera for example, use it for their vacation, and then return it when they get back. Or the purchase of a big-screen tv to watch the Superbowl only to return it to the store later. It's hard to believe people would do this but they do so to a certain extent, I understand why stores have to put a policy like this in place.