I purchased one of the refurbished Xbox 360s for $189.99 + $6.00 shipping. The shipping was delayed (Stootsi informed me of this via email), and it was dead on arrival. I contacted their RMA department and they instructed me to use the 60-day warranty that came with it, so I did so and payed the additional 15 or so dollars out of my pocket to have it shipped to Encore Repair Services. It took approximately 40 days from the time I shipped it to the time I received it again, and it had not been fixed. This time I contacted Stootsi and kindly asked to return the merchandise. They allowed me to return the merchandise, but I had to pay another $15 for shipping. In their defense they did issue a $15 coupon for all I had been through, but that's still money that I have to spend at Stootsi.
A week later I received an email from Paypal stating that I had been refunded, but I had only been given a partial refund. Upon contacting customer support via phone they told me that because I had a warranty on the item they had charged a restocking fee (despite the fact that their returns policy does not currently state this anywhere). Luckily I had a very nice customer service representative who immediately understood my frustration and waived the restocking fee.
So in summary: Stootsi sent a DOA item with a 60 day warranty to a repair service that is incapable of repairing the item and charges to have it shipped to them, and still expected that they would get about $30 out of me. In total I am at a loss of $6.00 for original shipping, $15.00 for shipping to the "repair" company, and another $15.00 for shipping back to Stootsi (which they issued a store coupon for in an attempt to replace it). That is a total loss of about $36.00 if you count not being able to retain the $15.00 coupon as actual money. I wonder how many people have been fooled and how much money Stootsi has made from people paying a restocking fee for products that they eventually return that didn't work and Stootsi never tested to begin with.
This has been a very disappointing experience, and if I wasn't watching my refund closely I would have been scammed for another $30.00 in "restocking fees" that were not advertised or stated anywhere. I have purchased from them one other time after that, and while I did receive my order correctly, shipping was dreadfully slow again.
I don't know that I will ever do business with this company again (other than to cash in my $15.00 coupon).