I've been shopping at Best Buy for at least a decade. I've purchased televisions, computers, 3 dvd players, monitors, digital cameras, 6 different iPods, wireless routers, computer software, and too many DVDs and CDs to count. Yesterday, I walked into the Wilton Best Buy store with an unopened Rolling Stones DVD box set that I received as a Christmas gift. All I wanted to do was switch it for a different DVD because my wife originally bought the wrong one, and pick up 100' of ethernet cable.
I waited in line at the returns counter, and presented my return to the counter girl. She asked me for my name and phone number, which I gave her. She punched a few buttons, scanned the DVD, then said "I'm sorry. I can't take this back." I pointed out that it was unopened, and all I wanted to do was trade it for something else.
"Yes, but it's past our 30-day return period, so I can't take it back," she said.
"Even though it's not opened, and you can resell it?"
I politely asked her to make an exception. Talk to a manager if she had to. She told me to hold on a minute, and she went and spoke with her manager. I figured there would be no problem, since the manager at every retail establishment in existence makes exceptions like this all the time.
Incredibly, she comes back and gives me the same story again, saying that her manager refused to allow the return. For a second, I thought about tossing the DVD behind the counter and telling them to keep/shove it, but then I remember that it's worth 30 bucks so I took it and walked away. There's always e-Bay. I left, and on my way home I picked up some raw CAT5 cable at Radio Shack for 25 bucks and threw a couple of ends on it. Saved myself 30 bucks.
I guess it's lesson learned on my part. On their part, I hope not expending the effort to punch a few buttons on their cash register was worth losing me as a customer. And yes, I realize that there are store policies, and the policies are there for many good reasons, but I think in this particular case, it would have been to their benefit to suck it up and let me do the swap instead of just sucking, period.
You'd think that when their sales are in the shitter because of the economy, they'd be a little more accommodating to the good customers that they already have.
I'm sorry it had to end this way, Best Buy. It's not me, it's you.