Best (Worst) Buy -

No Returns Without Driver's License - Complaint
Review by jb070272 on 2012-03-03
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
DUNWOODY/PERIMETER, GEORGIA -- I purchased a wireless headphone system that had a lot of static and overall poor sound quality. My wife went to the store in Dunwoody, Georgia (Perimeter) and asked for a replacement. Because they were out of stock she requested a refund. It was a cash sale and she had our receipt. She was refused a refund because she did not have a driver's license! Why does "Big Brother" want to make a copy of our personal information when you have a legitimate receipt? My wife felt like she was being treated like a common criminal.

If they did not require my personal information when they accepted my money, they should not require identification when customers make a legitimate return. Best Buy is so focused on eliminating shrink (theft) they do not realize they are alienating honest customers.

Please, please, please only support businesses that refund your money as cheerfully as they accept it.

Thank God for Costco!

James Bond
Dunwoody, Georgia
Comments:11 Replies - Latest reply on 2012-03-17
Posted by T on 2012-03-04:
From the Best Buy website: "Why does Best Buy require an ID for returns and exchanges?

To help keep prices low for all our customers, Best Buy tracks exchanges and returns on an individual level. Information is electronically secured for the purposes of returns management, in accordance with state and federal laws regarding consumer privacy."
Posted by Thelma on 2012-03-04:
I would have refused and not shown them my drivers license. You paid cash and you had the receipt, this should be all that is necessary. They probably wanted your license to keep track of repeat returns. BestBuy's return policy actually varies on the product that you buy. Some items are only 7 days while others are 30 days. You really have to read the fine print or you are screwed.

I refuse to give BestBuy my business any more because of this horrible return policy. I rarely return anything but when I do I don't want any problems. Also their prices are just too high, even sale items. There is not one product that they sell that I can't find cheaper on the internet.

Let's give credit to the easy return retailers. Home Depot, Lowe's, Kohl's, Amazon and the best...Costco. You have 90 days with no questions asked. This alone is worth the membership fee.
Posted by Sherdy2.0 on 2012-03-04:
I agree with the comments above. I HATE that people need my license for this crap. A receipt says, "I bought it, here it is, give me my money back." I hate Best Buy and their stupid policies are going to put them out of business.
Posted by Cwazychicken on 2012-03-04:
I never go to best buy any more. I would understand if they needed your id if you did not have a receipt, and if you bought with a credit card. However, if you paid cash, that seems silly. I noticed when i shopped there, they always ask for my phone number, zip code. Why do they need this information??? I don't understand why they need private info for returns. I havent shopped there in a long time because they are overpriced.
Posted by jktshff1 on 2012-03-04:
I totally agree with all the above. If I am paying or have paid cash for an item. Unless there is an age limit, my identity has no bearing on the purchase/return
Posted by Nohandle on 2012-03-04:
You have your receipt in hand along with the product and paid cash at time of purchase? Why on earth would a business need additional information if within the return period? Did the customer steal the product yet manage to get a receipt all at the same time? I call foul on that one and totally unnecessary.

A friend locally owns a business and primarily sells to other businesses. Easy enough to process a credit because the history is there and no need for a receipt because it was billed to the company initially. Those Point of Sale customers are asked if they would like their name printed on the invoice. The only reason that is done is if they lose their receipt OR later want to come back and purchase the identical product again. It's easy for the business and NO tracking information is sent anywhere else. If the customer wants no part of it, fine. Just don't come back in several months expecting a refund when the company doesn't know if you bought it there or not.

Informative review because unless it's a large purchase I usually pay in cash. If I have my receipt in hand and paid in cash by golly give me my money back.
Posted by tnchuck100 on 2012-03-04:
Another case of corporate policy kicking common sense to the curb. The OP WANTED a replacement. A refund was only requested because they did not have another one. That eliminates any "dishonest" motive.

Good going, Best Buy, stand staunchly by your customer alienating policies, lose customers, and one day look around and wonder "Where did our customers go?"
Posted by Kahula35 on 2012-03-05:
Some stores require a license for cash returns even with a receipt. Or at least on cash returns over a specific value. It's more than just "return tracking." Sometimes scams can be involved.

Regardless policies like these are annoying however in the end they will be slightly better for consumers. It's hard to see this but many people abuse store return policies like it's nobody's business. These policies that are in place apply to everyone. Just because your intentions are pure the policy is there to protect the store and ultimately you in the long run because it prevents fraud and helps keep prices down.

Repeat return offenders ruin stores. Circuit City was destroyed by this and most tech retailers have learned their lesson. Return windows are now shortened. 14 days maybe 30 in some instances is the norm now and Best Buy even tracks repeat offenders to refuse them further business.

It's an absolute pain but remember the store is doing this because they are getting burned by other people. I worked for a different retailer and we had no recourse for repeat returners. It was awful. I had several customers who would buy products constantly from us, use them for a day or two, then return with no charge, leaving the store with a loss. Everytime these customers came in I would turn my back on them but they would still buy, would complain about horrible customer service, but keep on returning thousands of dollars worth of merch we couldn't re-sell.

All of those returns drive prices up because stores like Best Buy do not receive full credit back for an item unless it's defective (however there is still a cost to the store). Return windows are a convenience extended to customers to promote business.

My advice is that if you don't return items frequently then you have nothing to worry about, nothing will come of you showing your license. If you don't want to show your license then don't shop at Best Buy. Thats your choice.

I have had numerous customers refuse to show me an ID and I as such voided the transaction because I was unable to complete it. It's part of the business.
Posted by Cwazychicken on 2012-03-05:
And that is my choice not to shop at best buy. Personally, i can get what i need at a local cd shop for half the price. I just think its rediculous that a receipt is not enough proof...And what if someone goes to a store who does sell a lot of defective products, then they look like they are trying to scam them? Seriously, i have had bad luck at best buy when i would shop there. Some things would skip etc, i only go there if i have a gift card.
Posted by jktshff1 on 2012-03-05:
+100 Cwazy
Posted by HonestForSure on 2012-03-17:
Best Buy uses statistics to run their business and this is not always consistent with outstanding customer experience. In fact, their selling tactics and policies are NOT customer centric:
A certain % of people will return products. Of those, a small % will complain about the D/L. Obviously, their returns tracking is more impt to them than one's individual privacy (or perception thereof).

Same goes for their selling tactics for their Geek Squad Protection plans - they know that 25% of people can be suckered into buying anything at retail. Listen to any pitch on Geek Squad services, protection plans, return policies and you WILL be subjected to at least one lie or deception. Only a small % of those actually make claims against the plans. Who cares if they felt they got deceived or get lousy service - they make a couple of BILLION dollars on these plans. The sales people are PRESSURED into selling them at any cost.

There is no unique product or sale and no compelling reason to purchase anything at BBY. Sadly, one needs to get burned once to find out.
Enjoy the experience.

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