Best Buy return policy - trying to charge me 10% restocking fee - rude staff!!!

43
Found 24th Jan 2011
Hi, i just tried to return a tv i bought from best buy which came on the 16/01/11. The TV is toshiba 40BV700. i wanted to give the tv back because of the general build quality for example the when the tv is on the stand it rocks about, not very stable and also the picture quality is alot worser than my 2 year old toshiba regza 37" tv.

When i went into the store to get a refund, they would were trying to charge me 10% of the tv claiming this was restocking fee (£35 charge) which i refused.

What are my rights? i mentioned distance selling act, as it been less than 7 working days, but the member of staff said they dont know nothing about that.

Please help. Thanks in advance.

43 Comments

Original Poster

whatsThePoint

did you buy it online or at the store?



bought it online, but went instore to return it as it would be easier for me,

Banned

Just quote the sale of goods act stating its not fit for purpose.

Ive been waiting 2 months for a refund on a faulty Freezer. Their staff appear to be trained in lying and fobbing people off. Three times today I was promised a call back today. Never happened, despite being told by the manager she would deal with it and that it was an embarrassment I'd been waiting so long.

I wont be using them again.

Distant selling regs sure says full refund including delvery if before 7 days. did you pay via credit card. If they wont refund full amount get CC company to do charge back.

Original Poster

guv

Just quote the sale of goods act stating its not fit for purpose.Ive been … Just quote the sale of goods act stating its not fit for purpose.Ive been waiting 2 months for a refund on a faulty Freezer. Their staff appear to be trained in lying and fobbing people off. Three times today I was promised a call back today. Never happened, despite being told by the manager she would deal with it and that it was an embarrassment I'd been waiting so long.I wont be using them again.



i told them that the stand was very unstable, its like a rocking chair and thats not me even exxagerating.

and the guy replied if it does not state robust in the description what do you expect, to which i replied if you buy something new you would expect to be a satisfactory quality. You can actually stick your small finger under the either side of the stand. its like it been warped.

Original Poster

the sedge

Distant selling regs sure says full refund including delvery if before 7 … Distant selling regs sure says full refund including delvery if before 7 days. did you pay via credit card. If they wont refund full amount get CC company to do charge back.



visa debit card. never going to buy anything from these lot again. rediculous company, always trying to fob you off.

Ive never known anyone over the age of 4 use the word "worser" before lol

Original Poster

dh058977

Ive never known anyone over the age of 4 use the word "worser" before lol



lol vocabulary not my strong point. bring out the oxford dictionary

kaisar

visa debit card. never going to buy anything from these lot again. … visa debit card. never going to buy anything from these lot again. rediculous company, always trying to fob you off.



some visa debit cards have protection,check with your card issuer.

Banned

kaisar

i told them that the stand was very unstable, its like a rocking chair … i told them that the stand was very unstable, its like a rocking chair and thats not me even exxagerating.and the guy replied if it does not state robust in the description what do you expect, to which i replied if you buy something new you would expect to be a satisfactory quality. You can actually stick your small finger under the either side of the stand. its like it been warped.



Just tell him you expect the goods to be of merchandise quality, which clearly it isnt if it rocks from side to side. Tell him you will be in touch with your credit card company to claim a cashback and trading standards to let them be aware of the sub standard goods being sold.

I would also have asked him if its company policy for its staff to be unaware of the products it sells or consumer laws.

So did you leave the TV in the store?

Banned

dh058977

Ive never known anyone over the age of 4 use the word "worser" before lol



Dont be so picky. Just 'cos you know it's worstest.

Original Poster

Bully

some visa debit cards have protection,check with your card issuer.



do natwest?

i phoned them up, collecting the tv on thursday. i asked the call centre staff about the restocking fee (should not have in hindsight) and she mention 15% restocking fee could be charged even after i mention the 7 working day distance selling act.

il be pi**ed if they charge me.

Original Poster

guv

Just tell him you expect the goods to be of merchandise quality, which … Just tell him you expect the goods to be of merchandise quality, which clearly it isnt if it rocks from side to side. Tell him you will be in touch with your credit card company to claim a cashback and trading standards to let them be aware of the sub standard goods being sold.I would also have asked him if its company policy for its staff to be unaware of the products it sells or consumer laws.So did you leave the TV in the store?



No, brought it back home, made him pack it up on his own. right nobhead, backchatting and muttering under his breath.

i even asked would they be charging me if i exchange the tv for another tv, to which he replied yes. fcking cheek of this prats.
Edited by: "kaisar" 24th Jan 2011

Banned

kaisar

do natwest?i phoned them up, collecting the tv on thursday. i asked the … do natwest?i phoned them up, collecting the tv on thursday. i asked the call centre staff about the restocking fee (should not have in hindsight) and she mention 15% restocking fee could be charged even after i mention the 7 working day distance selling act.il be pi**ed if they charge me.



Just make sure when you speak you get their names and inform them that if they don't give a full refund, they will be taken to a small claims court, where you will make sure the local press are in attendance.

they really are not a nice company to deal with.

I've already started a cashback on my card. Its just disgraceful how dishonest they are. They are not arguing the toss over the debt..... they just keep saying they've done it but never pay it back. If you speak to customer services ask to speak to a manager. Just make sure you don't get Natalie Bannan 'cos she really is a lying bitch.

Original Poster

dcx_badass

Return it online, DSR gives you 7 days from receiving it.



who are dsr?

Original Poster

talk about customer always being right. what a fukin joke. yanky mf

Banned

kaisar

who are dsr?



Distance selling regulations. It protects you from unscrupulous companies like Best Buy.

A company can't charge you a restocking fee, if they don't mention it prior to sale, unless you just changed your mind. Within 7 says you have the right to return the goods under the sale of goods act, if you don't think that the TV is "fit for purpose" then you have the right to a full refund within the 7 day "cooling off" period phone consumer direct and explain to them, but I would make sure that you get names of staff members you speak to etc.

Original Poster

foxiec

A company can't charge you a restocking fee, if they don't mention it … A company can't charge you a restocking fee, if they don't mention it prior to sale, unless you just changed your mind. Within 7 says you have the right to return the goods under the sale of goods act, if you don't think that the TV is "fit for purpose" then you have the right to a full refund within the 7 day "cooling off" period phone consumer direct and explain to them, but I would make sure that you get names of staff members you speak to etc.



i never asked for their names, normally i dont need to return products. what reason can i give for not fit for purpose? its basically a **** tv

i might put a video up on youtube so you guys can see the rocking chair.

Banned

kaisar

i never asked for their names, normally i dont need to return products. … i never asked for their names, normally i dont need to return products. what reason can i give for not fit for purpose? its basically a **** tvi might put a video up on youtube so you guys can see the rocking chair.



Do that...... and make sure the clip mentions Best Buy....

Banned

dcx_badass

You don't need a reason under the DSR anyway.



But it does need to be returned undamaged and boxed.

why are people mentioning 7 days when it has now been 8 days since the OP received it?!

Original Poster

numptyj

why are people mentioning 7 days when it has now been 8 days since the OP … why are people mentioning 7 days when it has now been 8 days since the OP received it?!



7 working days, recieved it on monday. tommorow last day.

the video qualitys not great. uploading from phone.

My friend from canada sent me this about wal-mart returns.
Be afrad be very afraid

BEST BUY

If you purchase something from Wal-Mart, =ears, etc. And you return the item with the =eceipt, they will give you your money back if =ou paid cash, or credit your account if paid by =lastic.

Well, I purchased a GPS for my =ar:
a Tom Tom XL.S =rom

'Best Buy'.

They have a policy that it must

be returned within 14 days for a refund! =BR>
So after 4 days I returned it in the =riginal box with all the items in the box, with =aper work and cords all wrapped in the plastic. =ust as I received it, including the receipt.

I explained to the lady at the return desk = did not like the way it couldn't find store names.

The lady at the refund desk said, there is a 15% =estock fee, for items returned. I said no one =old me that.
I asked how much would that =e. She said it goes by the price of the item. =BR>It will be $45 for you. =/SPAN>
I said, all you're going to do is walk over and =lace it back on the shelf then charge me $45 of =y money for restocking? She said that's the =tore policy.
I said if more people were aware of it they would =ot buy anything here! If I bought a $2000 =omputer or TV and returned it I would be charged =300 restock fee? She said yes. 15%. =BR>
I said OK, just give me my money minus the =estock fee.

She said, since the item is over =200 dollars, she can't give me my money back!

Corporate has to and they =ill mail you a check in 7 to ten days.! I said =WHAT?'

It's my money! I paid in cash!
I want to buy a different =rand..
Now I have to wait 7 to 10 days. =/SPAN>
She said well, our policy is on the back of your =eceipt.

I said, do you read the front or =ack of your receipt? She said well, the front! = said so do I. I want to talk to the Manager!

So the manager comes over, I =xplained everything to him, and he said, well, =ir they should have told you about the policy =hen you got the item. I said, no one has ever =old me about the check refund or restock fee =hen I bought items from computers to TVs from =est Buy. The only thing they ever discussed =as the worthless extended warranty program.
He said, well, I can give you corporate phone =umber.

I called corporate. The guy =aid, well, I'm not supposed to do this but I can =ive you a 45 dollar gift card and you can use it =t Best Buy.

I told him if I bought something and returned it, =ou would charge me a restock fee on the item and =hen send me a check for the remaining 3 =ollars.

You can keep your gift card, I'm never shopping =n Best Buy ever again, and if I'd been smart, I =ould have charged the whole thing on my =redit card! Then I would have canceled the =ransaction.

I would have gotten all my money =ack including your stupid fees! He didn't =ay a word!

I informed him that I was =oing to e-mail my friends and give them a =eads-up on the store's policy, as they don't tell =ou about all the little caveats.

So =lease pass this on. It may save your friends from =aving a bad experience of shopping at Best Buy


It's true! Read it for =ourself!! =

Best Buys return policy =

Sorry copy and pasted mistakes as well

Banned

numptyj

why are people mentioning 7 days when it has now been 8 days since the OP … why are people mentioning 7 days when it has now been 8 days since the OP received it?!



You cant read brah. From opening post.

"What are my rights? i mentioned distance selling act, as it been less than 7 working days"

Original Poster

youtube.com/wat…baw

check how rocky the tv is, fukin rediculous, and they still come out with excuses.
Edited by: "kaisar" 24th Jan 2011

are you sure the stand is on the right way round/screwed in properly, I know it sounds silly and you've probably checked but worth a shot lol
Edited by: "numptyj" 24th Jan 2011

guv

You cant read brah. From opening post."What are my rights? i mentioned … You cant read brah. From opening post."What are my rights? i mentioned distance selling act, as it been less than 7 working days"



yo brah my eyes passed the working days ting get me

Banned

LOL... you need a new cam.... just dont get it from Best Buy

anyway quoted from bestbuy uk website

A) Returns for online/phone orders within 7 working days
Under the Distance Selling Regulations, for purchases made online or over the phone you can return any item, provided you notify us of your wish to return it within 7 working days from receipt of the said item. The only exceptions to this are:

* Opened software, movies, music, video games;
* Custom made items or any items that we have had to modify to fit in with your installation requirements (e.g. items that have had holes drilled through them)


you should be entitled to a full refund.

Original Poster

numptyj

are you sure the stand is on the right way round/screwed in properly, I … are you sure the stand is on the right way round/screwed in properly, I know it sounds silly and you've probably checked but worth a shot lol



should be, it was already attached when i bought it, just took it out of the box.

Original Poster

guv

LOL... you need a new cam.... just dont get it from Best Buy



poor lighting plus video recorded on htc desire phone.

dh058977

Ive never known anyone over the age of 4 use the word "worser" before lol



Very Helpful.

OP, Just because the staff haven't heard of the DSR doesn't mean it doesn't exist. Ignorance of the law is no excuse. Your best bet will be to ring them up and arrange a courier to take it back. If it rocks then maybe it is faulty? and they will have to cover the cost to return it.

Banned

I would ring the customer care line and ask why their website says take it to a store, when the stores don't have any idea what the DSR's are. Then get them to collect it and refuse to pay them for the collection as you have already spent money trying to return it

Original Poster

jonny619447

Very Helpful.OP, Just because the staff haven't heard of the DSR doesn't … Very Helpful.OP, Just because the staff haven't heard of the DSR doesn't mean it doesn't exist. Ignorance of the law is no excuse. Your best bet will be to ring them up and arrange a courier to take it back. If it rocks then maybe it is faulty? and they will have to cover the cost to return it.



everyone has heard of the distance selling act, its been branded about on telly for the last 2 years thanks to dominic littlewood and bbc.

he was just trying to fob me of, and it was not only one member of staff, it was a bunch of them.

Banned

kaisar

everyone has heard of the distance selling act, its been branded about on … everyone has heard of the distance selling act, its been branded about on telly for the last 2 years thanks to dominic littlewood and bbc.he was just trying to fob me of, and it was not only one member of staff, it was a bunch of them.



make sure you let the phone staff know that too

In fact, have you not rang them already?

Original Poster

colinsunderland

make sure you let the phone staff know that too



You cant go nowhere with these big companies, from one department to another, same as orange.

once you bought something they got you trapped, luckly im within 7 days of dsr

Supermod

If any retailer is serious about ensuring great customer service and satisfaction they would brief their staff on the very important points covered by the Distance Selling Regulations 2000, Sale of Goods Act 1979 and possibly Contract Rights of Third Parties Act 1999.

OP - quote the Distance Selling Regulations.

Original Poster

magicjay1986

If any retailer is serious about ensuring great customer service and … If any retailer is serious about ensuring great customer service and satisfaction they would brief their staff on the very important points covered by the Distance Selling Regulations 2000, Sale of Goods Act 1979 and possibly Contract Rights of Third Parties Act 1999.OP - quote the Distance Selling Regulations.



i did, but the staff dont really care, aslong as they get money in their pockets.

Ive ordered a better tv, sony kdl40nx703 for £599 with 5 year warranty, should not have same problem with sony products. this tv must have been faulty though, no manufacturer would make a product with this poor build quality.

Thanks for highlighting the bad customer service recieved from Best Buy. I was going to order a TV from them. Will be going elsewhere now.
Post a comment
Avatar
@
    Text
    Top Discussions
    1. Man forgets where he parks his car - then finds it 20 years later - The Ind…77
    2. Is Black Friday a big con!1926
    3. The FREE UltraViolet Codes thread2068
    4. 75% off Sky TV for existing customers. Only works when you call the specifi…18406824

    See more discussions