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.
