Consumer Rights
Edit: Picked up by The Consumerist. Now I’ll whine about how my stats are all thrown off!
I went shopping on Black Friday. I will pause so you can mock me now.
Done?
How about now?
No? Tough, I’m moving on.
My mother-in-law and I went to Best Buy in Princeton, NJ, Store #578, Friday, November 27. It was busy, very busy, but not so packed that we couldn’t make our way to someone and quickly ask where the item we wanted was. We found the item and an employee immediately came to ask if we needed anything else. He was knowledgeable and friendly. We got the items we came for and got into line. Fantastic job guys!
The line was not very long and they had someone delegating people into lines. It was all very good. We got to the cashier and I noticed that the box I had was damaged. I asked about exchanging boxes, not a problem, she rang the next person up while my mother-in-law so kindly ran back to get a new box. Again very pleased with the service.
The first, not major, hitch was that my Rewards Zone card wouldn’t scan, I was told it was expired. The three people in front of us had the same problem so I’m thinking it was not my card, but this register. Whatever, not important. I don’t care that much because it is my sister’s and I don’t get a discount with it. I finished checking out, paid, signed my name (or some approximation – stupid nonfunctioning screens) and headed for the door.
Now it gets hairy. (Get it, it’s a pun, the guy was bald!) I was asked to show my receipt and I replied “No thank you” and continued to walk. The door guard stepped in front of me. Now I’m carrying a fairly heavy item, a bag with two more items, and I’ve already put my receipt away. Regardless, I generally decline showing it unless I have agreed to do so, Costco and Sam’s have it as a part of the membership agreement. That is my right.
I told the man that I did not need to show him and he replied that I was holding everyone up. I gently replied, “No, sir, you are holding them up.” This went back and forth for what felt like an eternity but was likely less than 30 seconds. It culminated with him telling me to “Just shut up.” I was livid and shaking. I’ve never had a problem with not showing my receipt and especially not after explaining that I know what my rights are.
Generally (at least not in public) I don’t make a big stink about things that upset me. I will stew in it and I will complain to anyone that will listen but a public scene is not really my thing. Consumer rights are sort of a pet peeve of mine. This time I couldn’t complain because I didn’t want The Boy to know I had gone to Best Buy or possibly bought him something resembling a Christmas gift. There are only a few things on his list, only one of those things is at that store.
I did the only thing I could do at that point. I filled out the survey on my receipt. The store was clean and the associates I dealt with on the floor were knowledgeable and friendly. I gave the store A+ on everything. And then I got to the part where I can fill in any additional information about my visit.
I paid for my items and was not allowed to leave the store until I showed my receipt. I realize you are trying to prevent theft, but your checker yelled at me, told me to shut up, and threatened to take away my items. Legally I can decline to show you my receipt. Legally, these items are now my personal property and I do not need to let you see anything. I know shrinkage is a problem, but treating your loyal returning customers like petty thieves and then telling them to shut up and threatening them is not a good way to continue business. I spent $400 at your store to be treated like a thief. I should have returned them as soon as he told me to shut up. I still might return them. If you’re going to have people checking receipts please inform them as to what MY consumer rights are. I seriously doubt that I will ever spend money in any of your stores again.
To my surprise I got an email response from a real live person at 11:30pm. I know I work that late a lot of nights, but I generally wait until the morning to send out emails. Anyway, here is the exchange:
Ms. Albert,
I would like to send out a sincere apology on behalf of our entire management staff. No matter how busy we are, or what the situation is, it is never acceptable to treat a customer the way you described. I appreciate that you understand why we were so vigilant on a day such as this, and knowing that, I am sure if our associate had been different in their approach this would have been no issue at all.
If you would be so kind as to give me a description of the employee, I will be able to coach them and explain exactly what our expectations are since clearly this is not currently understood by this team member.
Again, this behavior is not acceptable in any way at any time. I look forward to hearing back from you so I can take corrective action as needed.
I found it interesting that in his signature line he had this quote from Ghandi;”We must become the change we want to see.”
I replied, though I was not excited to have to describe a person based on one heated exchange.
Thank you for your response. I’m sorry that I didn’t reply earlier, life is quite busy with this being the end of term. The man I exchanged words with was white (possibly Latino), shaved/bald, late 30’s perhaps. He was wearing a yellow shirt, I do not know if different employees wear different colors. I wish I had been able to read the name on his name tag, I tried.
My main complaint is that my rights were not being honored rather they were being blatantly ignored. I worked in retail, CompUSA ages ago, and I do understand how much theft is a problem. I also know that unless he saw me pick up the item, not pay for it, and walk out of the store he (nor any door guard) can not legally detain me. It was very busy and I am certain he did not watch me check out, however the burden of proof still remains with him. I also know that aggressively checking receipts has been an ongoing problem with many retail stores. One shopper was tackled in a Walmart parking lot by another customer. It’s a shame more consumers aren’t aware of their rights, but the ones who are should not then be treated as thieves simply for exercising that right. Wholesale clubs such as Sam’s, BJ’s, and Costco have it written into the membership agreement that I must show them my receipt upon leaving.
I realize Black Friday is a huge shopping day. Unfortunately, it was the only day I was going to be able to make this rather large purchase. I am an avid reader of The Consumerist and I believe these pages might be of interest to you if you are in fact interested in informing your employees of my rights.
http://consumerist.com/2006/11/ask-the-consumerist-do-i-have-to-let-stores-check-my-receipt.html
http://en.wikipedia.org/wiki/Shopkeeper’s_privilege
I do not believe that I was acting in a way to arouse suspicion, nor was I concealing any items. I was carrying a blue bag with two smaller items and a PS3 console box. I realize I should have asked for a bag for that item as well, but this does not mean I stole it or should be treated that way.
And while this link does not deal with Best Buy, I was made to feel the same way:
Thank you for your time on this matter.
I was hopeful at this point that maybe someone would do something, but I should know better. The guy I was emailing back and forth didn’t even work at that store anymore… He moved between 11/27/09 and 12/02/09. Convenient, no?
I am copying Jon and Giuseppe as I am actually no longer at the Princeton store. Thank you for the reply and the links, some very interesting reading to say the least.
I can assure you that Best Buy employees go through relatively rigorous training when it comes to loss prevention. They are well aware that at no point must a customer show a receipt if they choose not to. Also they know not to ever touch or try to impede the progress of any individual. I can assure you that even had you not shown a receipt you would not have been “detained.”
Black Friday is the one day when we have multiple people at the doors checking receipts of every purchase that comes through. At no point is anyone prevented from leaving although the deterrent of having employees stationed there is certainly on purpose.
Again I thank you for your understanding and feed back on the employee. I can assure you that both Jon and Giuseppe will have a stern conversation with this employee in regards to his behavior.
If they want to check all the receipts on Black Friday, which I don’t think is completely unreasonable, then their customers need to be aware that by making a purchase in their store on that date they will be giving up the right to decline presenting a receipt. It’s shitty and I know they have thefts to deal with, but how I was made to feel and how I was attacked – that is unacceptable.
Tuesday 19, 2010
Good for you! Good job. You should point Consumerist at this.
Tuesday 19, 2010
I was surprised at how much I couldn’t find on Consumerist specifically about Best Buy, for as much as people submit complaints…
Tuesday 19, 2010
I HATE when they do that, but I had no idea that I had the right to refuse. I have had them ask me on days when I was the only person checking out of the store. It’s a pain in the ass.
Tuesday 19, 2010
I know that in PA you can refuse. Before I wrote that email back I double-checked what the NJ laws are and then included what I found. I think a lot of the times it’s a power thing. The person tasked with check receipts is told to do just that and no other information is given. That’s a fault of the corporation and the only way we can correct that is to know what our rights are.
Tuesday 19, 2010
I hate when they do that. As soon as you finish the transaction they’re all set to tack on a 15% restocking fee. The cranberry one is a ball of suck when it comes to customer service.
Tuesday 19, 2010
I was so close to just walking over to the returns desk and making my $400+ purchase elsewhere. The thought of braving yet another store and making my MIL do this with me was not worth it. Instead I made it well known to them how unhappy I was.
Tuesday 19, 2010
If you are being illegally detained like this, why not call 911 and then record everything said afterward. You could warn them first and you’d have to wait for the police to arrive, of course, but they might learn.
Tuesday 19, 2010
I wasn’t being detained at that point. He was only blocking my way out. Had I tried to walk past him he would have taken my items from me. If it had gotten to the point where I was being detained I would have asked for the police to be called or I would have called them myself. I wasn’t interested in making a scene or being a “hero”.
Tuesday 19, 2010
If he had taken the items from your arms you would have been legally obligated to call the police and inform them that you were just robbed. You pay for the items, you own them. Period.
Tuesday 19, 2010
Um I’m starting to think that some folks get off on refusing to show their reciepts at the door. I’m seeing more and more of these stories, all written by people who try and make themselves sound like folk heroes simply because they refused to show a person a tiny slip of paper. This woman wrote 4 pages on the subject and I have to wonder what the point is. This is the “right” she stands up for? The right to not have to take 2 seconds and show someone a receipt? I have to wonder- is this the ONLY right she stands up for? Because to be painfully honest, this is LOW on the list of rights worth defending. I know everyone wants to be a hero, but this sort of thing is starting to make the “heroes” look like divas who are just waiting for their close ups. Please, just show your damn receipt to the bald man and keep moving. If you want to rattle your saber, do it for a cause that actually matters and actually helps people, not something that only affects people who are in a hurry to get their 400 dollar blu ray players into the trunk of their cars, etc.
Tuesday 19, 2010
I have the same response as I have for the receipt checkers. No, thank you.
Tuesday 19, 2010
Apparently Jimmy doesn’t mind being treated as a criminal. Some of us do.
Tuesday 19, 2010
I have to agree with Jimmy here. My goodness people get over yourselves. “Hey everyone I totally stood up to the receipt checker today!”. Congrats Mother Theresa, your parents must be proud.
If you ever work in retail you know there is a LOT of theft. No one likes showing receipts, but who cares? My goodness even if it takes 10 seconds of your life it’s not going to kill you. If your life is THAT important that 10 seconds really matters, why are you at Best Buy to begin with?
Unless you actually stole something you have nothing to worry about. Why do you lock your car? Because you like to treat the entire rest of the world as if they’d break into your home? It’s the same scenario. If everyone were honest we wouldn’t need locks.
This isn’t about rights, it’s about you thinking you’re better than Best Buy. Do you base all your decisions on what is legally required? Do you not take your shoes off in someone elses home if they ask because you’re not legally required?
I understand wanting to stand up for yourself, but for something that actually matters. At the end of the day, your life and the life of everyone else is not any different because of this.
But hey, congrats on your victory. You were able to get back to your cozy home 10 seconds quicker so you could enjoy your material possessions. That’s what life is all about right?
Tuesday 19, 2010
I do not understand why so many people get so upset about showing receipts. It’s not invading your privacy–you just bought the item a minute ago and had no problem with the other shoppers, the cashier, the store computers, and your credit card company / bank knowing about the transaction. You know that these stores typically check receipts, so you can keep it handy on your way out. It takes all of a couple seconds of your time. The person who does the checking and who you take your frustration out on has nothing to do with actually setting the policy. Is this really something worth getting so worked up over?
Tuesday 19, 2010
It is invasive! These are my belongings legally. I’m not going to turn out my pockets or submit to a pat-down. If it’s not a “big deal” then I will continue to decline to show unless I am legally required. I know the man at the door does not set the policy. I was not rude to him. He told me to shut up. I filed my complaint in the correct and appropriate fashion. The manager responded. Etc. I’m no longer worked up over it, you see how long I waited to post this. It is something I feel strongly about and I think others should know about this and decide for themselves if they want to stand up for this right.
Tuesday 19, 2010
The store has set a policy that is illegal. If no one takes them to task for it, then they will continue to set policies that are illegal knowing that no one can be bothered to “make a scene”. How far will they go before you decide that it’s illegal enough for you to care?
Tuesday 19, 2010
You did good; ignore the idiots who suggest otherwise.
Tuesday 19, 2010
Thanks. This is new for me and I did not expect to get picked up by Consumerist, but yeah. Thanks
Tuesday 19, 2010
I can understand standing up for your rights if this was the police stopping you while walking down the street and getting you to show your receipt for the iPod you are carrying. But at a retail store where that person’s job is to put a little tick on your receipt? They are not powertripping. It is YOU that is doing so. Receipt checkers are usually friendly enough or really don’t care otherwise. You “Stand-for-your-rights” folks are getting embarrassing. (especially those that compare this to East Germany or Stalin Russia) Get a life.
Tuesday 19, 2010
It’s not that person’s job to “put a tick on” a receipt unless that person is working at Costco or Sam’s — a point made repeatedly by the author. It’s the person’s job to make sure nothing is being stolen, and it is the author’s position that it was clear she was not shop-lifting (other bags, etc.) Reading Comprehension 101.
Tuesday 19, 2010
Yes, the post was well written but that has nothing to do with her (and others) *not* showing a receipt to stand up for your “rights”.
Oh. I forgot. “Slippery slope” right? I love that one.
Tuesday 19, 2010
I’m not really sure what this reply means. I don’t recall anyone using the slippery slope argument.
Tuesday 19, 2010
No need to say it. Receipt-Checker rebels and “Slippery Slope” activists go hand-in-hand.
See Sean’s post a few below for exactly what I am talking about. He should take off the tinfoil hat and enjoy life little more. I worry about real-life things, like drug dealers in my neighborhood or bullying, not imaginary fascist government and police.
Tuesday 19, 2010
What a trivial thing to get worked up about.
Tuesday 19, 2010
What’s great is that this particular story is turning into a lightning rod for criticism AGAINST the behavior exhibited by the author of this blog post. At best it comes across as needless complaining and at worst it clearly illustrates this terrible new trend of consumers picking fights simply to come across as martyrs later on. Let’s face it: not having to show your receipt may be your “right,” but if THAT’S the right you actually stand up and fight for- your priorities are way out of whack. There are so many more important things to fight for and people who even waste time on something so insignificant are clearly just smiling for the camera. This is their 15 minutes, but the window for these stories is closing rapidly. People are beginning to realize that this is less about defending rights and more about screaming into the darkness, to see if anyone’s listening.
Lady, just plug in your expensive electronic item and leave the activism to people who actually do something besides walk off in a huff and call people bald.
Tuesday 19, 2010
You do not know this blogger personally (and I do), and I can say with some confidence that this is not the “only right” for which she advocates. It’s funny to me that the people accusing her of being “worked up” seem a lot more worked up themselves. This was a very informative post, a calmly reported story. This blogger didn’t swear at the employee, didn’t throw a fit, didn’t push or grab. I wonder why a woman standing up for her consumer rights is evoking such a strong response.
Tuesday 19, 2010
Hey Jimmy, why don’t you cry about it?
Tuesday 19, 2010
Guessing Jimmy works for “Best” Buy and enjoys being treated like a criminal.
Tuesday 19, 2010
I disagree entirely with your point. Are you saying that we should simply submit to illegal search and seizure because it’s not terribly inconvenient? Why allow a business to practice a clearly illegal process? Should we allow the store associate to perform a pat-down search of every customer? Should we allow police to search our vehicles and homes without cause or warrant? How about allowing the FBI to wiretap every phone in America without cause? If you act like a sheep and allow others to take advantage of you illegally, you have opened a door for them to take it further and further.
Tuesday 19, 2010
Looks like Jimmy and some other Best Buy “PR ” folks made it here to cotinue to beat up on you or discredit you … BB is surely aware of your post now …
Tuesday 19, 2010
Haha, good one. I hate Best Buy with the best of them. But crying about 4th Amendment rights in a Best Buy is getting ridiculous. They don’t pat people down. They don’t even THINK that you are a thief. They are just paid to greet people and put a little tick on a receipt, which takes about 5 seconds of your time.
The irony is that everyone here wastes so much time on useless things on the internet but don’t have the courtesy to give 5 seconds to some guy just trying to do his job.
Tuesday 19, 2010
No thank you.
Tuesday 19, 2010
It sounds to me like the receipt checker was just jealous of your hair.
Tuesday 19, 2010
Bravo! Bravo! This made my day!
Tuesday 19, 2010
First off – don’t shop at WorstBuy.
But kudos to you and everyone for refusing to submit to an illegal search. FWIW, just don’t even respond to them. Just ignore them and keep walking. Let them yell all they want.
If they get in your face, just sidestep them and keep walking. Get in your car, and drive away.
If they grab you, or touch you call the Police. They’ve committed a battery upon your person.
If they yell and scream at you that you’re this-and-that – call the Police, they just assaulted you.
If they grab the items and run into the store. Stay in the Parking lot or where ever you are, and call the Police. You just had a strong arm robbery against your person.
File charges against everyone involved. Sue the store, name the store manager in his/her professional capacity. And don’t shop there again.
Receipt checks are only performed because the store doesn’t trust the CASHIER. Cashiers either make mistakes, or do things on purpose to “under ring” orders. So they want to ensure that the cashier didn’t do that. But you know what? That’s not anyone’s problem but theirs. You don’t have to waste one iota of your time showing a receipt or standing on one foot or whatever silly nonsense they try to come up with.
They offered to sell merchandise, you accepted their offer. They received consideration in acceptance of the offer (the payment is the “consideration”). At that point, the offer is completed, and you now OWN those products. They’re yours. You can do whatever you want with them – but the store can’t take them back, or prevent you from leaving with them.
Again, their store layout and management issues are not your problem. If THEY want you to do something else after the transaction, then they can make you an offer, and give YOU consideration. Want to check my receipt, I’ll give you five minutes of my time for $18.75, but I bill in 15 minute increments, no refunds for overpayments.
Screw em…
Tuesday 19, 2010
Whoa, easy there internet tough guy! What makes this post more entertaining is that you are probably taking yourself very seriously as you typed it and getting all worked up about it.
Tuesday 19, 2010
Embarassing,
You seem to be taking this pretty seriously, too. So stop being a troll.
Tuesday 19, 2010
No, I actually laugh about this. It cracks me up that there are people like this in the world. Ahhh, the internet….
Tuesday 19, 2010
Well said, DG
Tuesday 19, 2010
Well said…exactly what I was thinking. Great post.
Tuesday 19, 2010
Found this over at Consumerist and just had to click through because it mentioned Pittsburgh, and I clicked ‘about’ and saw you’re from Swissvale.. So am I.. so then I just had to leave a comment….small world eh!?!
Tuesday 19, 2010
I’ve found, just in January, a surprising number of people in my life are interconnected. Small world indeed.
Tuesday 19, 2010
Kudos, Beth, on receiving attention from The Consumerist.
Never ceases to amaze me how many people are on the side of The Company. Why? What does The Company really do for us? That support just allows them to continue screwing the consumer.
Tuesday 19, 2010
Hey
Thanks. It was an interesting day for traffic and trolls. My problem wasn’t so much the receipt checking as it was that the employee told me to shut up. Though I did focus on the legality of receipt checking a lot. Thanks for stopping by.
Tuesday 19, 2010
I actually worked at this Best Buy for a couple years, and its not surprising at all that the person you were corresponding with moved. While working there (this was at least 10 years ago) we cycled through managers almost as fast as other associates. I’d say we’d get a new manager or assistant mgr every 2 or 3 months. I’m sure not much has changed.
The Loss Prevention guys were pretty surly even back then. The head of LP when I worked there was fired for sexually harassing some of the cashiers (the GM was also named in the complaint, but was transferred inexplicably to a S. Jersey store a week later).
Tuesday 19, 2010
Found your post through Consumerist. I refuse to shop at Best Buy on principle and I try not to shop at Walmart, but sometimes there is no other choice. I NEVER show my receipt. I had a checker run after me into the parking lot screaming that she would call the police because I am stealing a bike. Would love for that to happen, as the cops are my drinking buddies. Good for you Beth, for refusing to be treated as a criminal. If you can’t stand up for yourself here, how are you going to stand up for yourself when your liberties are really threatened?
Tuesday 19, 2010
Don’t you have something better to do than piss and moan about these so-called “rights?” As far as I’m concerned, there are much bigger issues in the world than showing a bloody receipt. Yeah, the guys behaviour may have been out of line, but you were certainly being unpleasant egotistical… Ever thought that doing what he asked would make HIS job easier? If he lets you through, he gets fired. None of what they are doing is illegal; furthermore, it’s not legally an illegal search. I would also like to note Best Buy is a private corporation and thus the store is PRIVATE property; hence, it is not legally out of line for them to act in such a manner.
Tuesday 19, 2010
What’s the big deal? Are you grumpy because you’re ugly?
Tuesday 19, 2010
Have you ever thought of the fact that you were the one being rude to them to begin with? You clearly have never worked in retail before so stop being such an uptight asshole.