Best Buy Scans Drivers License For Returns — No More Allowed For 90 Days 503
Posted
by
Soulskill
from the thank-you-for-your-business dept.
from the thank-you-for-your-business dept.
rullywowr writes "A customer with a defective Blu-Ray disc returns to the Best Buy store where he purchased it. After having his driver's license scanned into the system, he is now banned from returning/exchanging goods for 90 days. This is becoming one of the latest practices big-box stores are using to limit fraud and abuse of the return system — for example, the people who buy a giant TV before the big game and then return it on Monday. Opponents feel this return-limiting concept has this gone too far, including the harvesting of your personal data."
This only affects people flagged as abusive (Score:5, Informative)
Re:When people abuse prices go up (Score:3, Informative)
Actually, stores aren't required to take returns - if an item is defective it's the manufacturer's responsibility to honor the warranty. Stores take the returns because if some do and some don't, unless there are other significant reasons to prefer the ones that don't no one will bother shopping there (which hopefully happens to Best Buy after this crap).
What they don't have the right to do is state a return policy and then change the policy on you after you buy something. It's not very clear if that's what happened or not, though...
Re:When people abuse prices go up (Score:5, Informative)
Peel said he had several returns after Christmas, then a few other returns and exchanges — all with a receipt. That, apparently, was enough to put him on The Retail Equation's most-wanted list and Best Buy's no-returns-or-exchanges-for-90-days list.
The Retail Equation says its consumer profiles use frequency of returns, dollar amounts, whether a return-receipt was involved and purchase history. It does not use information on age, race, gender, nationality, marital status or whether the consumer is a Yankees or Red Sox fan.
Re:When people abuse prices go up (Score:5, Informative)
That depends on the jurisdiction. My province has consumer laws that specifically require goods be sold in merchantable quality, and that defects be corrected by the seller within X days. If I buy a defective TV from Best Buy, they are 100% responsible for correcting the situation. This may be an exchange though, IIRC supporting refunds isn't mandatory.
Returns policy (Score:5, Informative)
Here's the returns policy found on their website:
http://www.bestbuy.com/site/Help-Topics/Returning-Online-Purchases/pcmcat260800050014.c?id=pcmcat260800050014 [bestbuy.com]
Returns Tracking
When you return or exchange an item in store, we require a valid photo ID. Some of the information from your ID may be stored in a secure database used to track returns and exchanges. Based on return/exchange patterns, some customers will be warned that subsequent purchases will not be eligible for returns or exchanges for 90 days. Customers who are warned or have been denied an exchange/return may request a copy of their Return Activity Report by calling 1-800-652-2331 or by mail at P.O. Box 51373, Irvine, CA 92619-1373. Please be prepared to provide your transaction ID, ID number, full name, address and phone number.
Valid forms of ID accepted are: US, Canadian or Mexican Driver's License, US State ID, Canadian Province ID, Matricula Consular, US Military ID, Passport, US Laser Visa, or US Permanent Resident Card.
It sounds like only certain customers will be subject to the 90 day policy, depending on their return history.
Re:When people abuse prices go up (Score:3, Informative)
That is probably wildly different from location to location. For example, here in Finland, any store is required by the law to handle any returns/warranty. The store you bought the product from is required and responsible for all exchanges and repairs the product in question needs while under warranty, to the extent that it shall not cost anything to the customer.
Re:When people abuse prices go up (Score:5, Informative)
At least in California, that's not true. Under sections 1792-1795.8 of California Civil Code, unless the seller explicitly disclaims a warranty by attaching something to the product itself that explicitly states that the product is being sold as-is with no warranty. Otherwise, as a general rule, the seller must accept the product back for a minimum of 30 days, by law.
Re:When people abuse prices go up (Score:5, Informative)
Actually, stores aren't required to take returns
Not according to the laws where I live - any probably any contract law where you live. Buying a product from a merchant is a contract, and said contract includes an implicit understanding that the product is of merchantable quality. If the product is defective, the contract is void and the price you paid for it must be returned.
Re:When people abuse prices go up (Score:5, Informative)
but a bad thing if it's for DVD's
I think the problem is that people forget consumer protection laws. If something does not work out of box it fails merchantability (see UCC Article 2 subsection 2-314 paragraph 2 for a clearer picture.)
DVDs can and do have manufactoring flaws, I reject the notion that exercising the right to merchantability requires the party to enter into agreements with third party services. I can see where this kind of monitoring service would be great for items that are still in working condition, but if it is broke, the person who sold it to you, unless stated "as-is", has the implied duty to repair and if it cannot be repaired, replace the item in question.
Consumers should reject this whole notion on bad-out-of-box items, especially Blu-Rays and DVDs.
Re:When people abuse prices go up (Score:4, Informative)
And they keep on paying themselves millions. I don't know what Brian Dunn was paid but I'm sure it was close to his predecessor.
http://en.wikipedia.org/wiki/Brad_Anderson_(executive) [wikipedia.org]
Re:When people abuse prices go up (Score:5, Informative)
And do you have a copy of your receipt that shows that the store and you made the agreement to which you refer? No? Then too bad. Otherwise, they don't need your info, and they aren't saying they need it. For instance, Target only uses your DL when you don't have receipts.
Except that they are indeed saying that. Return & Exchange Policy [bestbuy.com]
When you return or exchange an item in store, we require a valid photo ID.
Re:When people abuse prices go up (Score:4, Informative)
In Oregon they can't refuse a return for 14 days, 30 for defects.
Re:When people abuse prices go up (Score:5, Informative)
Amazon provides you a return label. You seal up the box, put on the label, drop it at a UPS Store or some other such place. No lines, less fuss.
Granted for me there's a UPS Store on my way to work, so it's easier than most other stores, but even if that wasn't the case, the lack of waiting in line is a plus. Particularly at Fry's, where every return has to be approved by multiple people, and sometimes you have to take a form back to the register to get your actual money or credit back. While Fry's is good about taking just about anything back for any reason, the process is a nuisance.
Re:When people abuse prices go up (Score:5, Informative)
I'm glad AC's comment got modded into visibility. He's apparently the only one who RTFA. This is not an across the board policy for all purchased merchandise. This is a "probation" of sorts that people who fail the analytics get put into to reduce at least the frequency of fraud.
As stated in the article they accept over 99% of all returns. Only people who show a pattern of potentially illegitimate returns get put on this limitation.
A lot of people are crying foul for a variety of reasons... maybe this isn't the best method but it's about all they have and they are literally losing Billions to a pretty damn widespread abuse of their extremely friendly return policy... so give them a little credit for trying. Other policies such as well advertised prohibitions on returning Big Screen TVs around super bowl time have been in place for years. (Yes sir... you can purchase a TV right now but we're just saying that we will charge you an automatic restocking fee if you return it no matter the condition or reason.) those methods were not sufficient.
Best Buy has a lot of problems to fix not the least of which is the decimation of their business model by internet retailers. That being said there are a lot of people who are going to legitimately miss them if they do go out of business. (There goes your free "demo room" and "rental shop" or just place I can grab something that I need "right now" not shipping time.) Something to consider in the midst of all this Best Buy bashing.
Re:When people abuse prices go up (Score:5, Informative)
Most of the manufacturers that sell to big box retailers take the returns back from the retailers no questions asked, too. It's just the price of doing business with big retailers. It works out in the wash.
I first learned this when I was younger... I had a job at a factory owned by a popular carpet cleaner/vacuum/sweeper manufacturer. My job was to manage the returns from Canadian retailers. At first I was doing what I thought was right. They entrusted me to do a job. I had places on the forms I was given to reject the returns, and give a reason. Most of the time the units were just used and jam packed full of dirt, and the reason for the return was "doesn't work". Obviously, it did work. Anyway, the head office got on my ass (yes, the suit talked to me himself on the phone) and basically I wasn't reeaaallly supposed to do that unless they were just some joe blow appliance store. When it was a big retailer I was to just process the returns no questions asked and salvage what I could. Once I received them, they were mine to deal with... clean them up for sale as "seconds" or "reconditioned" or keep any useful parts. It was a big "whatever" to the company.
These big box retailers have a lot of clout and get treated differently than smaller stores. They don't need to give people a hard time about returns.
Re:When people abuse prices go up (Score:4, Informative)
Except that they are indeed saying that.
People should know and defend their rights!!
Everyone (utility providers, eye doctor, dentists, etc) will ask you for a social security number by default. NONE of them are entitled to it and will suck it up if you refuse.
BestBuy may be mandating a drivers license copy for returns, but they have no right for that. And there is always a credit card chargeback if they think they are above the consumer protection laws.
Of course if you don't have your receipt, they may at least be legitimately able to refuse return...