Reference: Return/Exchange Policy
RITZ Camera, Bethesda, Maryland (Woodmont Avenue)
I am writing in reference to a recent experience that my husband (Timothy) and I received from RITZ camera on December 6 in Bethesda, Maryland on Woodmont Avenue. We order and received via mail a camcorder from RITZ camera on December 3 after ordering it the day after Thanksgiving 2008 (Black Friday Sale). We opened the camcorder the morning of December 6 and realize some things were missing according to the manual of the Canon Camcorder. So, we went to return the camcorder at a RITZ camera store in Bethesda, Maryland.
We arrive to the crowded store and were immediately greeted by the RITZ camera manager. We originally were requesting to exchange the camcorder but during the visit we decided to return it all together based on the level of service we were receiving at the moment. When the manager discovered we wanted to return the item instead of exchanging, he immediately informed us that we could NOT receive our refund of $211 without having the "plastic bags and cardboard" that some of the items were wrapped in. We respectfully explained to the manager that we discarded those items because we were planning to keep the camcorder. After all, we did have our receipt as proof of purchase. The manager’s voice started to increase in the crowded store and he insisted on having the plastic and cardboard and we informed him it was discarded that morning with our personal trash&he said again, he would need the plastic and cardboard.
So, we left and turned back to our home and had to sort through the outdoor trash dumpsters to find our bag of trash to get the plastic and cardboard&and we were outraged. We found the plastic and cardboard. The plastic had chewed gum on it and the cardboard had some red pasta sauce on it. After trying to clean the items up, we were outraged that the RITZ camera staff would use this plastic and cardboard that was taken out of the trash to re-wrap merchandise to re-sell to another customer—we just could not believe it.
Then, the manager insisted that we had to wait until he compared our plastic bags and cardboard with another canon camera item to make sure we had submitted all the plastic and cardboard included exactly like the other camera boxes in the store&it was by far the worse consumer experience that I had ever encountered.in this mist of this, the manager asked my husband what kind of work does he do& my husband replied by letting him know that we were on our way to a holiday party and asked if we could just get our money back. The manager informed him that he could not REFUND our money until he carefully checked AND re-wrapped the box.
The manager was totally rude, unprofessional, and we feel like his actions were racially motivated. It is our goal to make future customers know about the RITZ camera process of repackaging even if previous clients have thrown away the plastic&RITZ camera expects for customers to pull items out of the trash can/dumpsters if you have discard any of the paper/plastic and expect a full or any kind of refund.
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