Electronic Store Return Policies

Why Office Depot has lost me as a customer

I used to purchase many products at Office Depot because sometimes they had better deals on electronics then other electronic or office supply stores. But recently I tried to return a Lenovo A2109 tablet that had a defective GPS and touch screen. The register popped up a message about a 15% restocking fee. The cashier asked his manager and the manager said that they had to charge a 15% restocking fee on all returned electronics. But I replied that the product was defective so I should not have to pay a restocking fee. Then the manager said that I could exchange it only for the same product. But I told him that I did not want to try another of the same tablet because it had too many defects including a screen that was difficult to see when held in portrait mode.

I even called the corporate office at 1-800-Go-Depot. They would not help me either. They asked for an invoice number. But there is no invoice number on the receipts from an Office Depot store. Then they told me that I could go to the Office Depot store and exchange it for the same item! Finally, while I was standing there in front of the register and on the phone with Office Depot the manager told the cashier to go ahead and give me a full refund. Office Depot has lost me as a customer.

No other store I use has given me such a hassle for returning an electronic product. But Office Depot has changed their policy for returning electronics. Here is a rundown of different stores return policies for electronics. (Note: Check the store website for updates on these policies)

http://www.officedepot.com/renderStaticPage.do?file=/customerservice/Refunds.jsp

"100% Satisfaction Guarantee...Technology and consumer electronic products may only be exchanged or returned with their Original Receipt and in their original, unopened packaging with UPC code within 14 days of purchase. If box is opened, only an exchange will be offered. A 15% Restocking Fee will be applied if any components are missing. Opened software may be exchanged for the same item only. Please remember to remove all personal data from exchanged/returned products. Office Depot is not responsible for any personal data left in or on an exchanged/returned product." (Note: Underlining is mine, not Office Depot. And no, none of the packaging or materials were missing from my return, so the manager at the store did not understand all of Office Depot's policy correctly)

http://www.bestbuy.com/site/Returns-Refunds/Return-%26-Exchange-Policy/pcmcat260800050014.c?id=pcmcat260800050014

"15 days for all eligible products. Opened computer software, movies, music and video games can be exchanged for the identical item but cannot be returned for a refund"

http://www.staples.com/sbd/cre/programs/customerservice/shipping_and_returns.html#returns_exchanges

"If you're not 100% satisfied with your Staples purchase, return it for any reason. Technology and business machines may only be returned within 14 days of the date of receipt, including Staples� brand technology and business machine products."

http://www.radioshack.com/helpdesk/index.jsp?display=returns&subdisplay=guarantee

"30-Day Money-Back Guarantee. We want you to be fully satisfied with every item that you purchase from RadioShack.com. If you are not satisfied with an item that you have purchased, you may return the item within 30 days of delivery for a full refund of the purchase price, minus the shipping, handling or other additional charges. The item must be returned in good condition, in original boxes, and with all paperwork, parts and accessories to ensure full credit"

http://www.costco.com/returns-replacements-refunds.html

"We guarantee your satisfaction on every product we sell with a full refund. The following must be returned within 90 days of purchase for a refund: televisions, projectors, computers, cameras, camcorders, touch screen tablets, MP3 players and cellular phones."

As you can see, Office Depot is the only store above that makes it difficult to return an electronic item. Their "100% Satisfaction Guarantee" is a blatant lie.