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Best Buy Calls 911 On Customer Asking For Refund

consumerist.com — Best Buy calls 911 after a customer asks for a refund on a nonworking Tony Bennet CD. Hilarious story, I just can't do it justice in a description.

Who dugg this? Made popular Dec 31, 2006

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  • highdef, on 10/12/2007, -5/+165I think the real problem here was the fact that the only item the guy could find in the entire store was a Tony Bennet CD.
  • rolfeman02, on 10/12/2007, -2/+99Soooo, pretty much something completely different happened to you?
  • captinherb, on 10/12/2007, -6/+72I don't know how it is other places but around here every stores policy is once you break the seal on the CD that's it. If there is a problem you can return it for a copy of the same CD but you're not getting your money back or a different CD.
  • maddox, on 10/12/2007, -9/+75If it was anywhere else in the world i'd be half-suprised
  • RoboPimp3000, on 10/12/2007, -12/+71mastertop you may be dugg down but your comment is hilarious.
  • Rachmaninoff, on 10/12/2007, -9/+58It is ridiculous that they called 911, but this guy sounds pretty cocky in his story. This being a busy shopping season, workers at Best Buy probably don't want to put up with any crap. He was using a gift card, so trying to get money back might not be allowed...they would probably just give store credit.
  • bilton, on 10/12/2007, -6/+46Maybe they were calling 911 to get a hold of the WAAAAAAAAAAHHHHH-mbulance
  • musicbear, on 10/12/2007, -5/+45Uh... it clearly states on their walls over the cash registers and on your receipts, as it does at most similar stores, that you DO NOT get your money back when you've opened the CD - you only get another one of the same - assuming it's defective. This should not be a surprise to ANYONE who CAN READ the store policy on returns. Does it suck? Sure. Were they perfectly within their right to refuse a refund, yes. Just because YOU show up and demand it, doesn't mean you'll get it. If you don't like that policy then don't shop at best buy or at pretty much any other chain outlet that sells CD's. Support stores with better return policies and stop giving your money to stores like Best frickin' Buy.
  • snlildude87, on 10/12/2007, -0/+36winrules, duggmirror now detects your referrer, but just for you: http://duggmirror.com/tech_news/Best_Buy_Calls_911_On_Customer_Asking_For_Refund
  • akira117, on 10/12/2007, -2/+38I can't remember when I bought my last CD..... I think it was in 1999.
  • mastertop, on 10/12/2007, -4/+31ahah.. but well, I didn't mean to be funny, i was ***** serious (lol) it's strange you got dugg for saying that a dugg down comment should have been dugg up.. anyway :D Strangeness is what Digg all about :D
  • yoda715, on 10/12/2007, -3/+28@winrules
    1. Site was down for me :P
    2. How do you know it won't be down later?
    3. Don't be a noob.
  • kaje, on 10/12/2007, -1/+26So what you're saying is that you work there?
  • TannerLD, on 10/12/2007, -2/+23@winrules:

    It automatically detects the post you're looking at and goes to the mirror for it.
  • kaje, on 10/12/2007, -3/+22Heh.. You admitted to buying a Coolio CD. Not only did Wal-Mart own you, but you owned yourself.
  • theblooms, on 10/12/2007, -9/+28@maddox

    Exactly. Especially because this isn't the first time Worst Buy has pulled this. A few years ago, there were Best Buys calling the cops on customers merely because they got a killer deal on the GeForce4 4600's when they first came out!

    http://www.stratosgroup.com/features/columns.php?selected=2002040426

  • ah533, on 10/12/2007, -0/+16One problem is that he wanted the money back but he purchased the CD on a gift card. That is probably what the store meant when they said that they are not able to refund money in this case. Though they did go over the line in calling the police.

    Something tells me that the person telling the story (not just this one particular) is not always as calm in the store as they say they are in the story after. What is to say he was not giving them a hard time from the start because they would not give the money back on a gift card purchase.
  • SCarrier11, on 10/12/2007, -5/+22not only is mastertop's comment funny but its also true. why is his comment being dugg down?
  • Ajajadude, on 10/12/2007, -2/+19Well, not to sound like a "fanboy" or anything, but you have to look at several other aspects of this story:

    Every major store such as Best Buy has a policy of no refunds once you've broken the seal on the CD (or DVD) case. If there was no policy against this sort of thing, how many people with half a brain aren't going to buy DVDs and CDs, burn a copy, then return the thing for a full refund?

    Second, it doesn't necessarily go into detail about this, but it read like the guy bought the CD with a gift card. You're not getting money back when you buy something a gift card. Again, we'd all be buying crap with out gift cards then returning the stuff for cash. Pure profit.

    Look at the time of year. It's just after THE biggest consumer holiday of the year, and anyone who takes a nanosecond to think about it will realize that this would be the time of year that scammers would be doing anything and everything to make some money (refer back to what I've already pointed out). Anyone who has ever been to a Best Buy the week following Christmas knows the refund/customer service line tends to be huge and those employees are probably moments away from killing everyone in sight: they're on edge and on the look out for scam-artists.

    I think both sides are in the wrong here. Your RJH for being an idiot and not taking into account store policies about refunds on music CDs and then escalating the issue (and for buying a Tony Bennett album...who does that?). Same with the manager: an idiot for flying off the handle and calling the cops for a situation that didn't need cops and not bothering to check to see if the CD didn't work.

    The rest of you need to also tone it down and not get a woody when one employee makes a boneheaded move and claim the entire company is like that.

    Let the flaming begin!
  • Shriker, on 10/12/2007, -0/+15The customer really does seem like an ass. :/
  • freff, on 10/12/2007, -12/+27The problem is, stores use strong arm tactics like this because they work on most customers. Good job for this guy for sticking to his guns. I'm always amazed when I see businesses treat their paying customers with a complete lack of respect, but in the end, you get what you pay for.
  • BentCorner, on 10/12/2007, -1/+16They offered him a replacement CD. He didn't want one. He wanted a refund. I don't think any retailer lets you return an opened CD for a refund. They will only swap it out. Something his local Best Buy offered to do.

    The guy seemed like an ass.

  • mfratt, on 10/12/2007, -1/+16Well, Circuit City actually seemed to be pretty good about refunds.
    I went on Black Friday, planning on buying a Digital Rebel XTi w/ kit lens, and accidentally bought the XT w/out a lens (hey it was 5 AM). So, I go back the next day, and they were sold out of XTi's. No problem, the guy goes out back and comes out with $600 to issue me a cash refund. I would never shop at Best Buy.
  • dakboy, on 10/12/2007, -0/+14I would consider a CD that doesn't play in a CD player to be "defective."
  • evilpig, on 10/12/2007, -1/+14Lol tourettes?
  • chriszma666, on 10/12/2007, -4/+16I hate BB as much as everyone else, but people need to learn and understand how return policies work on media such as music cds, dvds, video games, and software.
  • Petronski, on 10/12/2007, -6/+18***It automatically detects the post you're looking at and goes to the mirror for it.

    @TannerLD

    I hope I don't get dugg down for this expression of awe and appreciation, but that's ***** cool. Nice.
  • mythicflux, on 10/12/2007, -2/+14I have to say that I'm digging you up. As someone who has worked for Best Buy in the past I can tell you that customers can be major *****. Don't get me wrong they are few and in between but when you have you deal with them they make you cringe.

    I've seen people get down right threatening and nearly physical for something as simple as not being able to return and item they purchased months (6 months) prior which has sign of physical abuse (cracked LCD). The person is usually given large amounts of time and still refuses to act nicely because they think they are being screwed. The hilarious part is that they feel that they (the customer) cannot possibly be at fault when threatening a customer service associate

    I guess the point I am saying is that if the manager chose to contact 911 they may have done so for reasons not mentioned in the article. There is also the possiblity that unknown to the gentlemen writing the story that particular Best Buy had at some point in the recent past a customer physically attack an associate and the manager over reacted based on that incident.

    Whatever the reason, good luck to both parties.
  • patw85, on 10/12/2007, -1/+12with a 1000 or so stores and 100+ employees at each store you're bound to have some *****
  • nateabel, on 10/12/2007, -3/+14No, they DID offer him a replacement. Read the story, idiot. It clearly says that they offered him a new copy of the CD or told him to get out of the store.
  • ricksite, on 10/12/2007, -2/+13Maddox, I would say almost anywhere. Have you ever been to CompUSA? BestBuy and CompUSA might as well be the same company. I am usually pretty calm but if I were to ever blow up and punch someone in the face it would probably be at one of those two places.
  • theblooms, on 10/12/2007, -2/+12Mine was 1995 or 1996. It was a Coolio CD from Wal-Mart that was edited. This was back when they first started editing lyrics, and I had no idea that it was going on. When they refused to refund me, I was pissed in a way you possibly can't comprehend. I swore never to buy another CD, and I haven't.

  • jchen738, on 10/12/2007, -2/+12to captinherb you're right. once you open.. you cant get your money back.. and it would have ended differently if the clerk wasnt dumb enough to say something stupid like 'it's against federal law to refund your money' all they had to say is.. sorry.. but our policy clearly states ( on the back of the receipt) or where its printed..bla bla bla.. and the other manager's just a dumb ass for calling 911.

    so honestly this guy (in my opinion) deserved his money back.. just because he had to deal with that dumb crap.. i hope the store manager trains the clerks better. for her store sake..
  • Technopundit, on 10/12/2007, -0/+10Were there bears?
  • marson, on 10/12/2007, -1/+10Just remember that there are always two sides to these kind of stories. It's very possible that this customer was being very abusive and unreasonable, but left that part out to make his story sound better. I can see a store calling the cops on someone who is making a scene at a store and simply refuses to calm down. I have a brother who is like that...

    Sadly, it probably was just a store supervisor acting like a know-it-all, making up and enforcing their own rules in order to be difficult and feel important and superior. Happens all the time with people in management positions no matter where you go. Some people abuse their management power so much to prove they're right even if it's clearly wrong and wastes tons of company time, money, customers or employees.
  • Skeuomorph, on 10/12/2007, -0/+9@NSMike : "Why are CDs immune from this?"

    Because they think you opened it to copy it. You can't copy a toaster, so opening it and returning it does you no good.

  • freff, on 10/12/2007, -3/+12The lack of respect came when first the clerk, and then the manager lied about state and federal laws. It also came when the store called the police on a paying customer.

    But mostly, it came from from having a return policy that's so customer unfriendly that this guy was punished for having bought a CD that didn't play in his CD player. If record companies are going to insist on including on their CD's such aggressive copy protection technology that a CD right out of the package will not play on your player, then retail stores better be prepared to adjust their return policies. I know that I would be pissed if some clerk told me that it was against the law to get my money back on an item that I'd just bought that didn't work, and that I'd have to exchange it for something else that I didn't really want, or accept store credit. I'd want my money back. Stores are willing to punish their customers for the DRM on their products because people are willing to keep paying for the abuse. This is the fault of the consumers, so good for this guy for not buckling.
  • inactive, on 10/12/2007, -2/+11Should be titled "Guy acts like an ***** and bitches when he is asked to leave."
  • RoboPimp3000, on 10/12/2007, -0/+9Good point, but it also would have ended differently if the customer didn't act like a dick and simply said, "I think you're mistaken, may I talk to your manager?" He was tired and cranky from holiday shopping? Try working retail during the holiday season. There's two sides to every story, and all the "facts" we're given is from the customer's point-of-view. I would take it all with a grain of salt.
  • merreborn, on 10/12/2007, -1/+9I worked at pizza hut for a year, way back when, during which I was (1) forbidden to give cash refunds even though I was the only management on duty 90% of my shifts (I was told I would be fired if I offered a single cash refund) and (2) saw a memo from the top management in the state chastizing several stores for refunding too frequently.

    These best buy guys are morons, but frequently the problem's source is way up at the top of the heirarchy.
  • Shayer, on 10/12/2007, -3/+11I worked customer service a few years back at a different store, Target. There are NO CASH BACKS on sales using gift cards. I hope I don't have to explain why.

    Secondly, the best buy employee definitely didn't do things right, but from reading the story, this guy (the customer) sounds like a cocky *****. And honestly, we are not paid enough to deal with crap like him. 'ahaha, i laughed, and called him a fool, im right, your wrong' ***** you man. It's Christmas, stores are busy, the workers are underpaid, tired, and irritable. If you want it your way, go to Burger King. Stores have rules to follow.

    They offered him the best they could, which is an exchange of the same item and not only did he not take it, but he refused to leave. They had every right to call the cops.
  • nateabel, on 10/12/2007, -1/+9They DID offer to exchange it. He shouldn't have been such a smart ass about the situation and just taken a replacement like the offered him.
  • mastertop, on 10/12/2007, -80/+87Oh well.. why didn't he just ***** get a new CD ?? Why did he want his ***** money back ? I was like WTF !! I was.. you know.. what the *****!! it's soo ***** damn strange... ***** that story REALLY frustrates me!! I so hate that
  • kaostic, on 10/12/2007, -3/+10All stores in the USA have this policy. All stores will do an exchange for the same product. Who is to say that this guy got the Tony Bennett cd like 5 months ago and it stopped working. So he buys a new one and puts the old cd in the case then demands a refund. No one knows...plus this is only from the side of the customer. NOT ALL CUSTOMERS ARE RIGHT!
  • hackwrench, on 10/12/2007, -2/+9I'm tired of people saying there's a law and then being unable to show you the law. There should be a law that says if there is someone in business and says there's a law, they must show you the law.

    This happens with credit checks and medicine/psychiatry.

    Additionally, calling 911 and calling police are two different things.
  • A5204, on 08/13/2009, -0/+6I came in here to post the same thing. Stab and twist.
  • shirtninjay, on 10/12/2007, -3/+8I enjoyed the story, but I think I enjoyed the story that he provided at the end of the story better.

    http://www.violentacres.com/archives/64/how-to-fight
    "I'LL EAT YOUR EYES! I'LL EAT ALL OF YOUR EYES!"
  • BentCorner, on 10/12/2007, -0/+5Really? That's your idea of a horror story?
  • Ajajadude, on 10/12/2007, -0/+5Every store has a story, it's just a matter of your preferences. One manager overreacts, and it's an entire chain that's at fault, huh? Besides, the customer wasn't acting any better.
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