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Video Only Complaint - Deceptive Refund Policy - Company wide refund policy
Company wide refund policy - Complaint
DUBLIN, CALIFORNIA -- This review applies to all video only stores because it is in regards to their corporate refund policy. Actually, it's about their lack of a refund policy and the deceptive wording of their policy. Here is their 30 day return policy word for word (their caps):
"If for any reason you are unhappy with the equipment you purchase from VIDEO ONLY, you may return it for a FULL REFUND or exchange. Units must be factory sealed."
See that second sentence about the unit must be factory sealed? Well, that means if you open the box, they will refuse to give you a refund. Period. Even the company District Manager told me this is their official company policy.
Now I know, you are thinking, this guy is smart enough to post his complaint with the BBB, my3cents, Yelp, etc, he should have been smart enough to read the admittedly deceptive return policy. Fair enough. But I was returning merchandise for my 73 year old mother, who is fighting cancer and is not as sharp and consumer savvy. They even remembered her buying the product (a $90 set of wireless headphones that has static and constant drop-outs), and they still didn't care. BTW, I found out the Video Only store in Dublin, CA is not accredited by the BBB (Better Business Bureau) and has an F rating! http://www.bbb.org/greater-san-francisco/business-reviews/television-and-radio-dealers/video-only-in-dublin-ca-29783
Why anyone would shop there rather than Sams club or Costco is beyond me. Those stores have great prices too and will refund your money no questions asked. So please keep this in mind if you do shop at Video Only - you will never get your money back from them if you are dissatisfied with the product - despite what you think the return policy says.
"If for any reason you are unhappy with the equipment you purchase from VIDEO ONLY, you may return it for a FULL REFUND or exchange. Units must be factory sealed."
See that second sentence about the unit must be factory sealed? Well, that means if you open the box, they will refuse to give you a refund. Period. Even the company District Manager told me this is their official company policy.
Now I know, you are thinking, this guy is smart enough to post his complaint with the BBB, my3cents, Yelp, etc, he should have been smart enough to read the admittedly deceptive return policy. Fair enough. But I was returning merchandise for my 73 year old mother, who is fighting cancer and is not as sharp and consumer savvy. They even remembered her buying the product (a $90 set of wireless headphones that has static and constant drop-outs), and they still didn't care. BTW, I found out the Video Only store in Dublin, CA is not accredited by the BBB (Better Business Bureau) and has an F rating! http://www.bbb.org/greater-san-francisco/business-reviews/television-and-radio-dealers/video-only-in-dublin-ca-29783
Why anyone would shop there rather than Sams club or Costco is beyond me. Those stores have great prices too and will refund your money no questions asked. So please keep this in mind if you do shop at Video Only - you will never get your money back from them if you are dissatisfied with the product - despite what you think the return policy says.
Comments:
Posted by BEJ on 2011-08-23:
Standard Practice I think for most businesses.I purchased a DVD at Best Buy. When I got it home, it would not play in any DVD player we had. I took it back for a refund and was told that because it was opened, they could not refusnd my money. They even tried playing it and it would not but still no refund because the package was opened.
Posted by SteveWiginowski on 2011-08-23:
Did they allow the exchange? I hope so since the issue wasn't that they weren't wanted anymore, but headphones weren't working properly.
Posted by S_Hawking on 2011-08-23:
That's what bothers me. The OP wasn't allowed to return a *defective* set of headphones and BEJ wasn't allowed to return a *defective* DVD. There is something inherently wrong with this.
Your store may not allow me to return certain items, but I, as the consumer, do not allow you to sell me defective stuff. Why do I get the short end of the stick?
I think I will contact my local Senator to express my concern and ask how the State can intervene in such sleazy practices. You want me to buy stuff to stimulate the economy? Then stop ripping me off!
Your store may not allow me to return certain items, but I, as the consumer, do not allow you to sell me defective stuff. Why do I get the short end of the stick?
I think I will contact my local Senator to express my concern and ask how the State can intervene in such sleazy practices. You want me to buy stuff to stimulate the economy? Then stop ripping me off!
Posted by SteveWiginowski on 2011-08-23:
The reason the consumer gets the short end of the stick is because of the people who try to scam businesses out of money. The honest consumer ends up losing in the end.
For example, a dishonest consumer comes in and buys the dvd for $10. He makes a copy of the dvd and gets a refund on the original. He just basically saved $10.
Or, let's say that he buys a bunch of dvd's from a yard sale, some of which don't work. He then buys a new DVD from the store for $10. He opens the case and puts the bad DVD in there. He returns it and is given the refund. He now has a good DVD and his money.
Again, these are examples of what a dishonest consumer could do. The rules are made because of the dishonest people. The people who get hurt are the honest people and businesses.
For example, a dishonest consumer comes in and buys the dvd for $10. He makes a copy of the dvd and gets a refund on the original. He just basically saved $10.
Or, let's say that he buys a bunch of dvd's from a yard sale, some of which don't work. He then buys a new DVD from the store for $10. He opens the case and puts the bad DVD in there. He returns it and is given the refund. He now has a good DVD and his money.
Again, these are examples of what a dishonest consumer could do. The rules are made because of the dishonest people. The people who get hurt are the honest people and businesses.
Posted by At Your Service on 2011-08-24:
My sympathy goes out to your mother. Cancer is an absolutely terrible thing. I'd love to see it finally cured. Parents are the best thing on earth. They're worth being taken care of.
With all of that said, I can understand the policy. Many places have similar policies now for the reasons that have been stated. If you're looking for a wireless set of headphones that aid in things like watching T.V., I purchased a set of from JVC that seemed to work very well. Sony has a similar set as well.
Best of luck.
With all of that said, I can understand the policy. Many places have similar policies now for the reasons that have been stated. If you're looking for a wireless set of headphones that aid in things like watching T.V., I purchased a set of from JVC that seemed to work very well. Sony has a similar set as well.
Best of luck.
Posted by Dan Meyers on 2011-08-24:
Appreciate all the comments. It is not my experience that no refunds are standard practice - and I buy A LOT of electronics. The deceptive wording of their policy supports the case that it is not standard practice. Video Only knows people expect a refund if they are dissatisfied, but they really have no intention of ever issuing one. If Video Only changed the policy to say very clearly, fist sentence, "If you open the box, you will not be eligible for a refund." Then everyone, would understand it.
Regarding SteveW's comments: I understand and agree with the no refund policy for opened software. But here we are talking about defective hardware. Hardware can not only be defective, but there can be interoperability issues that just can't be determined until you connect the products together. Therefore, I only shop where products can be returned. As mentioned previously, Costco, SAMS, Fry's, Amazon, and Newegg, all issue refunds with no hassle at all, and some deliver it to your door for free.
Finally, thank you for your kind thoughts regarding my mother. I have not burdened her with the poor business practices of Video Only as she needs to keep her strength and focus on getting well. I will take the store credit and donate it to our local community center in her name this weekend.
Regarding SteveW's comments: I understand and agree with the no refund policy for opened software. But here we are talking about defective hardware. Hardware can not only be defective, but there can be interoperability issues that just can't be determined until you connect the products together. Therefore, I only shop where products can be returned. As mentioned previously, Costco, SAMS, Fry's, Amazon, and Newegg, all issue refunds with no hassle at all, and some deliver it to your door for free.
Finally, thank you for your kind thoughts regarding my mother. I have not burdened her with the poor business practices of Video Only as she needs to keep her strength and focus on getting well. I will take the store credit and donate it to our local community center in her name this weekend.
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