On July 24, entered Best Buy to purchase a MacBook Pro with 4 GB RAM. I told a sales rep at Best Buy' I wanted the Macbook Pro with 4 GBs of RAM memory. He told me he would have to get one off the shelf and give it to others to upgrade the memory. Another sales rep (or manager) at the cashiers desk attended to me. Without me even seeing the computer, they took my Capital One credit card and swiped it (charging me) for the entire purchase. I told them that I was in a rush, however, the rep told me there were others ahead of me. I asked him if I should hang around the store and wait or should I just go home and then come back. He then told me I would be better off going home and coming back later as they could not even get to the computer to upgrade it to 4GB of memory prior to 45 minutes at the very least. He told me that I could pick up the computer in about an hour and this would be rushing the job. He was required to attend to others who were there before I was.
After making the purchase my wife and I had a brief discussion. She made me aware of expenses we were incurring relative to the death of my Father on July 21. From the time we left the counter, to the time we returned only lasted about 5 to 10 /- minutes or so. We returned to the counter and informed the rep, Fisher, that we cannot afford the computer now, we had to use the funds toward my Fathers Funeral. The rep or manager sighed and made a facial grimace in apparent disgust. He belligerently told us that it's too late to get all our money back, that they had already opened the computer and there's a restocking fee.
Note, that he had just got done telling us that he COULD NOT' get to my computer for at least 45 minutes, that this was rushing it as other jobs were ahead of mine. He was doing me a favor by getting to it after 45 minutes. The part about why I requested a refund apparently did not register in his brain as it elicited no response; not an expression of remorse or even a care. I spoke quite clearly and he said nothing about this. I reminded him that he told me he COULD NOT get to the computer for at least 45 minutes and there were others ahead of me and his only response was, Do you know how hard it is too sell computers. My wife and I would not have believed it had we not heard this with our own ears! We actually turned our heads to each other in disbelief.
I naturally got angry and told him I was not responsible for them going against their own word by opening the computer up sooner than they had indicated they would and that I would take this up with my credit card company. I raised my voice with him and he replied, Are you getting loud with me, are you getting loud with me? Ok, you have to pay the restocking fee. This seemed to have implied that had I not gotten loud with him, maybe he would have changed his mind. Not one word of condolence or the slightest care was uttered relative to the fact that I needed the funds to go toward my Fathers Funeral Expenses.
Firstly to consider is that we never laid eyes on the actual computer, we just knew I was purchasing a Macbook Pro. One rep was going to get the computer and bring it to others to upgrade the memory. How can I be charged a restocking fee' when I never had the computer in the first place? Not once did he even offer to show me the computer I was purchasing was opened. What happened to all those jobs that were ahead of mine? They disappeared miraculously once I returned only minutes later?
(Keep reading to find out how they turned a dispute over a restocking fee into a dispute for the total cost of the computer).
I never even saw the computer I was supposedly purchasing. I never had anything to begin with for them to restock. They never showed me that the actual computer I was purchasing was the one opened. The rep was so obviously angry that I cancelled the order that he could very well have claimed that they opened the computer already just to get-even with me and make me pay for something. He was so quick to tell me of my punishment for canceling the order, that he took know consideration for the reason for my return. I DO NOT have the computer, I never received it in the first place. Fisher only agreed to refund the cost of the computer MINUS the restocking fee.
I had already handed my credit card and receipt over and minutes later they were handed back to me with the understanding that they charged me a restocking fee which I was going to have to dispute via my credit card company.
Wednesday, October 22 (Date this letter was completed)
I visited Best Buy October 18. I spoke with a representative named Tyler. Tyler looked in the records and noted that the computer in question was absorbed' or 'burned' into their inventory.' He spoke with the acting Manager and then related to me that another' Manager, Nick, would have to process the credit. Tyler noted that there would be No Problem' crediting my account since the computer in question was absorbed into the inventory. Tyler told me that Nick would call me Monday to process the credit and there would be no need for me to come back in to the store. However, Monday came and past and Nick failed to call.
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