Complaint / Review
Best Buy
Return policy restocking fee ripoff

I recently went to purchase a laptop from my local Best Buy. Before buying it, I talked to Best Buy associate for over an hour. I asked him about the features of the laptop and the quality. He then offered me the extended service plan, which I declined. I then specifically asked him about the return policy on laptops. He told me that if anything goes wrong, or if I just don't like it for any reason, I may return the product within 14 days from the day of purchase with my original receipt.

I went home and soon discovered that the laptop wasn't what I expected it to be. I came back to Best Buy two days later and tried to refund the laptop. However, I was told that there will be a 15% restocking fee, which was about $110 for my laptop.

The store then told me that I should have known about that policy since it is on the back of the receipt and is posted on all checkout lanes and the customer service counter.

I was checked out at one of those registers that are in the middle of the store. I did not see any sign that said anything about that policy. Of course, I did not get my receipt until I actually bought the item.

Before I buy anything at any store, I always ask an associate about their return policy. This time, I have talked over an hour with Best Buy associate and explicitly asked him about the return policy on laptops. He did not inform me of this 15% restocking fee. I have made my best effort to find out the policies and Best Buy failed to inform me of them. I would not have bought the laptop if I had known about the policy before the purchase. I believe that the associate did not tell me about this policy on purpose. The store manager was very rude to me and refused to refund the full price of my purchase.

I called, and then emailed Best Buy without any result. They keep answering me with scripted responses, ignoring the fact that it is THEIR fault I was not informed of the policy.

I am very disappointed in this kind of customer service. Other stores such as Wal-Mart satisfy custemer needs even if it is customer's fault (lost receipt, more than 3 months since the purchase day). I will never spend my money on a company like that again.