Return Policy

Posted Wed July 15, 2009 11:26 pm, by T C. written to Office Depot, Inc.

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Dear sir/madam

I was looking for a desktop computer and ran across one your company was selling, and at a very reasonable price.
In preparing to purchase the computer, the sales person informed me that Office Depot has a 14 day return policy on computers. While I think that is wrong, I understand that is industry standard. What horrified me, was not that policy, but that it is exchange only. While initially I thought that was going to be a deal breaker, I considered, and then the employee interupted me, and said, "No, only for the same item".
Now THAT was the deal breaker. I went to Costco and paid an additional $300 for a system that allows me 90 days, and gives me full cash refund.

Now, if this were the end of the story, as it should be, there wouldn't even be a letter. I returned today, just to check on another item. The manager on duty was a little curt, but, again, no big deal. People have bad days. And working for Office Depot, I could see why they might be a bit miserable. She explained the item would be exchange only for that item as well.

Well, I am not sure of the legality of the Office Depot return policy. When the courts decided the restocking fee issue, they stipulated that if there was a sign stating the policy that was conspicuous, it was legal. However, because the particular store had it on the reverse side of the receipts, it was not legal. The reason being, a person had to purchase the item before finding out.
My point here is, I see nothing at the store stating this policy. Further, the sales ad seems to indicate a full return policy. Not an exchange. Upon calling Office Depot, the rep mentioned he ahd received several similar calls. So he spoke with his supervisor, and said that if I wanted to get a refund, I could contact the manufacturer and get a refund from them!
I hope I wasn't rude, but, I did ask the rep, "WHY would I want to go through the hassle of returning a computer to the manufacturer, and then waiting months and months to get a refund (and HOPE I even received it), when I can go to Staples or Best Buy, get a cash refund within 14 days, or go to Costco, get a cash refund within 90 days, or Sam's Club, and have 6 months?"

Not only did Office Depot lose the sale on the computer, but, your company lost the sale of the second item as well.

Not to sound like a bad infomercial, but, that's not all! As a result of this policy, Office Depot has lost any future business I might have. But, that's not all. I've already turned two people away from Office Depot today, and it hasn't even been 3 hours. Instead, the lady purchased a $900 laptop from Sam's Club. The other? I don't know.
But, that's not all. This letter is being generated from Planet Feedback, and as you know, these letters are often made public. This one will be no exception.

Circuit City lost a large customer base due to their restocking fee policies. They are now out of business. Unless Office Depot reverses this policy, and makes it's company wide, I fear the same will happen to Office Depot. I know I will be doing everything I can, to ensure people know some Office Depot stores have this very strange policy. And until it becomes company-wide to offer FULL refunds within the typical allotted time, or longer, I will not step foot in an Office Depot. Not even to remind me why I don't shop at Office Depot anymore.
With all due respect,
Tim

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Re: Return Policy by Donno Posted Thu July 16, 2009 @ 10:40 AM I don't really see anything wrong with this, and here is why. An item like a computer should be researched well prior to the purchase. You should know it has all the specs that satisfy your needs. If it is a piece of junk, find out before you buy it. If not, buy it and use it, and if it breaks after the return period the warranty covers it. If before, they give you a new one. I budgeted and procured computers for a school for 5 years, and we never returned a single one out of 200 I bought, for both student and administration use. If you feel the need to "demo" computers, then it seems Office Depot isn't the place to make your purchases, and you can take your dollars elsewhere (as you did). But I don't see anything wrong with their policy for a given part of the market. As far as returns policies, I always inquire about them even if they aren't posted. Never assume anything. Reply There's two issues here by Batman Thu July 16, 2009 @ 11:05 PM Re: Return Policy by Nate! Posted Thu July 16, 2009 @ 12:26 AM At least they were up front about it an you didn't find out the hard way. Good for you for being vigilant and checking. Too many people don't, and then they write a letter about how the company screwed them out of their money, when they should have checked. And I never thought about it before, but you have a point that the policy should be posted in store. Why should someone have to wait to find out what the policy is until after they purchased? From your letter, it seems your complaint is that they do not post the policy or make it clear, and I agree with you on this. I hope they take your feedback seriously and reconsider this policy. Reply Very True by Batman Thu July 16, 2009 @ 11:22 PM