Best Buy Corporate Customer Care
RE: Gurnee, IL Store #849 / Exchange & Return policy
To Whom It May Concern:
On 10/8/2010, my husband purchased an Apple iPad and various accessories for me as a birthday gift. After opening it and trying it out & I didn't feel that it was the type of device I was looking for, or could make practical use. I called the store at 847-406-3914 on 10/13/2010, after reading the policy on the reverse of the receipt, going to www.bestbuy.com & reading the same information, I then spoke to a Geek Squad member at the store. I explained my circumstances, and the female said I wouldn't have a problem with the return/refund. I had the original receipt from my husband & went to the store with every piece purchased and proper working order. Everyone was very helpful and I was able to accomplish the return & exchange. Until another Geek Squad member came up to the register to explain the Restocking Fee of $75.00 that would NOT be refunded.
Being with my two young kids, and getting close to their bedtime, I continued with the transaction, as was. The Restocking Fee is described as "15% for notebook computers". The iPad is a Tablet PC, not a notebook computer. It has NO keyboard and is configured for output & input, unlike a notebook. Even on your website, (www.bestbuy.com), notebook computers & Tablet PC's are in different categories, so how can they be the same when classifying it for a fee, but not a product search? The policy also indicates "10% Restocking Fee for iPhones". But nowhere does it say anything about Apple products in general or that this restocking fee encompasses the iPad. Not printed on the receipt, available on the web-site, or told to me personally when I called the store. Had I known I may have kept the gift.
Today is 10/14/2010, I spoke to Tony, the manager at the Gurnee store who said he was "new" to the job and unsure about the policy, but couldn't do anything. Even if not refunding the money in cash or credit to our Debit MC, a store credit would seem fair, even 10% would seem more fair considering the receipt states the fee for iPhones.
Tony gave me the 1-888-237-8289(BESTBUY) number to speak to someone about filing a complaint with corporate, because as he said there was nothing he could do, there was no override & the system was designed that way. When I spoke to a male representative around 1:10pm CST for nearly 25 minutes, he explained there was no way out of the fee. Arguing they were the same (a notebook & a tablet) and regardless, because it is an Apple product, I wouldn't be refunded anything more. I asked to speak to someone else, he explained that no one would answer any differently & my "complaint" was being "taken".
I don't see why it would be so hard to print an addendum, alter the existing receipts or web-site even to cover the gray area here. I should not have to pay $75 because I received a gift I wasn't fully satisfied with; especially returning it within the specified range (14 days), calling ahead to Geek Squad, also having the original receipt & all accompanying accessories.
I do not appreciate the tactics used to persuade me to "give-up" on this matter, as stated by Best Buy employees, ("You're not gonna win this battle"). He seemed more eager to debate and argue than resolve the issue or bring any clarity to why the Restocking Fee for the iPad wasn't clearly specified. He did say because it was a new product, "maybe" the paperwork hadn't caught up.
Why should I have to pay for this oversight? As I said, this was a gift! After reading the receipt back, I didn't hesitate to open it and try it because it was returnable with a full refund. Please correct this omission of a clear definition of how the iPad, or Apple products in general sold by Best Buy, are treated in the return/refund/exchange policy.
I hope something can be done to make me more comfortable with continuing to shop at Best Buy. This experience has left me unsettled.
Thank you for taking the time to read this.
I can be reached at:(contact info.)