CompUSA -- dishonest, reseals opened returns without telling customers

[jamarno]

I bought a PNY smart media from a Phoenix CompUSA but didn't notice until I got home that the package had been resealed. Not wanting to risk using something that had been damaged by static, I went back to the store to exchange it for an unused one and explained the state of the package, but the clerk, Christina, who didn't notice this until I showed her, refused, and she seemed to imply that I was the one who had opened the package. She also said that I had to prove that I hadn't opened the package, an impossibility. I felt insulted and asked to speak with the manager, but instead an assistant manager, Brian Frazer, came to the counter. I told him I wanted an apology from Christina, but he treated me just as rudely. He offered an exchange, but the store was out of stock, and he said that if I wanted a cash refund I'd have to pay their 15% restocking fee, even though the package was opened by someone else.

I rarely shop at CompUSA any more, even for free-after-rebate items, because the service is so bad and there are so many nearby alternatives that provide better service. This was the first visit I've made to their store in months, and I'm afraid it's going to be my last.

[dunbar]

Similar reason for leaving CompUSA in the dust many years ago.... ReBAITs (yeah I spelled that the way I wanted it spelled).

Was getting FreeBates (Free after Rebate), every couple weeks or so, then started having problems where the store was 'out' of rebate slips. For a while, I lived without the items which had no rebates, but I was traveling 30 minutes out of my way to get the stuff, so when I got there one day and they had run out of rebate forms, I asked their customer service people what I could do. They assured me they would mail me a rebate form. After a few calls, the form arrived 3 days after the required postmark date, was not even sent until the day it was due to be postmarked, this despite the person at the store telling me they sent it a week earlier than the postmark date. I'm out $12, and no matter what, the store would not make good on my loss.

After cooling off for a spell, maybe 3 months, I revisited the same store. Saw they had a tried new method of rebate forms control: someone taped one rebate form to each item on the shelf. Well, for most items. Again, I wanted a certain item for 'free after rebate', and sure enough, the rebate forms were missing: "We didn't get any rebate forms, sir, but I can offer this other item at lower cost, if you wish". Yes, they had my 'Free after rebate' item, but no rebate forms. They would not change the price to compensate, without manager approval, and the manager was out sick that day. Nobody else could change the price. I politely handed the clerk my basket of items, and said 'here, you put these back, I'm leaving'. Not a bona fide 'Bait and Switch', IMO, but just barely not.

Gave up on that store, tried a different CompUSA store, this one even further out of my way.

Got a good monitor at a good price at the second store. Made a mental note to check the store whenever I was in town. Few weeks later, the Sunday paper had a specific item I needed, and I was going to be in that town later that day..... When I got there at 2:45 in the afternoon (they opened at 11:00 AM), I could not find the item. I asked a clerk to see where the items were stored on the shelves, the clerk said they never bothered to put the items on the shelf, they only had 2 per store and were already out of the item. The flyer said at least 2 per store, so tough beans, I lost. Then, as I was leaving the store, something about the explanation bothered me. I went back to the same clerk, asked them how they could sell something if there was no shelfspace for the item. The clerk politely explained that the manager bought both of them, the night before the sale (the clerk says 'Such a a good deal, I can't blame him'), so there was no need for a shelf ('good thing', the clerk said).... I'm out of there like my rump was in flames.

No more driving to CompUSA for me, if I'm only going to get this kind of treatment. I started using the CompUSA website.

Time passes and on day, the sunday paper arrives and there is a new deal from CompUSA is in the paper. I hit the online site, got the item, it was delivered via UPS, arrived fine, all rebates involved came true. Ahh, good, I found a way around the balogna stores.

Next time I saw a deal at CompUSA, I tried the same website.... and the website has split, one section for store deals, one for online sales. Hmm, ok, the sunday sales flyer is for stores - store deals is where I go.... Sorry, no can ship items from this web section, have to use online site for orders. I'm thinking - that is really stupid. OK, transfer to online site. Sorry, no rebates available for any items in the online stores. Phone call to the 800 number... 'Sorry, sir, if you want the rebates, you have to pick the item up at the store, we do not offer rebates from the web store."

Until this past winter, I had not purchased from a CompUSA physical store since 1999, and the last item I bought via website was late 2001. Last winter, I got a deal that was 100% done when it arrived on my doorstep - no rebate forms and I had no problems at all. Maybe there is hope for them, but from here on, the deal has to be nearly flawless and totally watertight before I'll buy a second time.

My local stores are a sham, IMO, and the online site was terrible for a while, but seems to be better.

Welcome to TechIMO!

[vicarious george]

I had a problem a few months back. I purchased an MX500 optical mouse, and decided to return it. I was told that a 15% restocking fee would apply. I found this to be a poor business practice, especially since Best Buy (right next door) does no such thing. When I asked for the manager, I was greeted by an a$$ hole asst. mgr. that seemed to have a chip on his shoulder. He said (almost as if he took pleasure in saying so) that the only way to return it was to pay the restocking fee. Well, I paid it, but I called CompUSA corporate headquarters and told them how livid I was. Did they really want to lose a customer over a $7.50 fee?

CompUSA called me the next day with an apology and a refund...

Call corporate headquarters. It will work.

[agathodaimon]

Originally posted by dunbar
The clerk politely explained that the manager bought both of them, the night before the sale (the clerk says 'Such a a good deal, I can't blame him'), so there was no need for a shelf ('good thing', the clerk said).... I'm out of there like my rump was in flames.

I can't believe that the MANAGER bought the two that they had the night BEFORE the freaking sale!
That's just nuts!

[PoonDoggy]

O.K.

I DO work for CompUSA. I HAVE to stand up and say:

1. Yes, there is a 15% restocking fee for refunds, not for exchanges. Store policy.

2. I agree with agathodaimon, the manager should NOT have bought those items.

3. There are a$$ hole managers and employees everywhere. Not an excuse, just a fact. Go back to the store and complain to the General Manager.

4. Mail-in Rebates are handled by the manufacturer. CompUSA generally gives instant savings in conjunction with mfg rebate. www.compusarebates.com

5. www.wheresmyrebate.com Check the status of rebate.

6. There is NO WAY to reseal PNY memory packages unless you tape it, but then anyone can see and feel that it has been retaped. The packages are designed so that you must cut them open for that reason.

I am sorry you have all had bad experiences. I enjoy working for CompUSA. Get to know the General Managers at your closest store. Always remember that there are 3 sides to every story!!

[Christian-Comp]

I bought a tool kit from CompUSA (Little Rock, Arkansas) two years ago. It was all nice and neat in the sealed package. I didn't think much about it and later that day drove home (a two hour drive on a good day). The next day, I opened it up just to find out it was not new at all. Wiring for a Soldering Iron were not neatly folded with a secure tie on it. Parts were loose and to top things off, there was magic marker written on the outside of the casing (TEC 160 - or - an "Up arrow" and ec 160 - I couldn't make out for sure) but this was NOT VISIBLE under the sealed cardboard wrapping. I was just glad nothing was missing.

[PoonDoggy]

true, SOME things can be reshrink wrapped and SHOULD be resold as previously opened product or checked and tested and resold as preowned product. ::edit:: PNY packaging CANNOT be reshrink wrapped.

I know that at our store location, we try to do things right the first time and fix what isnt right. I cannot vouch for other locations. I would like to think that ALL locations are the same way, but, I dont have control over that.

TEC 160 - or - an "Up arrow" and ec 160

I have know idea what either "T" or "^" ec 160 means ... unless it is a model number

[Christian-Comp]

Originally posted by dunbar
When I got there at 2:45 in the afternoon (they opened at 11:00 AM), I could not find the item. I asked a clerk to see where the items were stored on the shelves, the clerk said they never bothered to put the items on the shelf, they only had 2 per store and were already out of the item. The flyer said at least 2 per store, so tough beans, I lost.

Some lawyers would consider this "False Advertising"

In my opinion, however, I see it as if the advertisement suggests that there are 2 per store, that is 2 per store for customer or consumer purchase, not in-store management-because-it-was-such-a-good-deal purchase.

The only plausible workaround to this would be that the manager (on his-or-her own time) came out around the time that the store opened, given ample time for consumers to waltz in and peruse the given sale items (5 minutes for example), then pick the item off the DISPLAY shelf (to prove to consumers such an item was in stock) and take it to a sales associate or cashier for sale.

Target stores were sued in Memphis, TN in the 1980s for similar practices and the store chain lost due to "false advertising."

NUFF SAID!

[Urban_Squrill]

A restocking fee at a b&m store is plainly stupid. I just dont get it.

[PoonDoggy]

Oh yeah ... if they are out of stock on any certain item, see if they can get that item transferred in from another location. It may take 2 - 5 days to get it in, depending on where it is transferred in from.