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Unfair 14 Day Return Policy

Posted Wed July 9, 2008 8:16 am, by Francesca M. written to Office Depot, Inc.

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I recently (June 16) purchase a Toshiba Satellite laptop from the Office Depot in Leesburg FL. From the start the display would go black momentarily when the computer was booted up or when "waking" the computer from sleep mode. I assumed this was normal since it happened from day one. After just over 2 weeks, the display would go to strange flickering horizontal lines and be unusable and the only way to shut it down would be "illegally". After 3 calls (with case reference numbers) to Toshiba support, the tech determined that the problem was physical, not software, and that the laptop needed repair (at 3 weeks old!). This is unacceptable, since I bought a NEW laptop and once repaired after only 3 weeks, it would be the same as if I had purchased a refurbished unit! I tried to return the unit to Office Depot and was told "2 weeks only". The manufacturer will take back units (purchased directly from them) for 30 days!! Why does Office Depot cut you off at 14 days? I bought at Office Depot because I needed a new laptop immediately for my business and didn't have time to wait for a unit via online purchase!
I would like for Office Depot to stand behind their products at least as long as the manufacturer does! I want an exchange or, at the very least, a store credit for the amount of the Toshiba I purchased. (of course, that would leave me at the mercy of their unfair 14 day policy again!)


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by Lynda E. Posted Fri July 22, 2011 @ 12:40 PM

Their whole returns policy is stupid! I had a rewards bonus from them
for $19.20 less than a week ago, and decided to use it on a pair of
non-prescription readers. The readers were on a rack for $9.98. I'm
not a cheapskate, but I have this tendency to leave my readers in
stores, church, rummage sales, etc., and so when I replace, I replace
cheap. When I got to the register I found they were $19.98, but I
really liked them, and I figured I was getting them almost free. I
did still owe them $1.99, and we put that on my Visa. After I got
home I decided I really didn't want to spend $20 for something I was
going to wind up losing anyway, so I brought them back today, tags
still on them, unused, with my original receipt. The cashier insisted
on putting the whole thing on a gift card. I didn't feel like
fighting with a manager over $1.99, but I have to tell you, I work for
Zales.com, and whenever we have a return that goes back to a split
tender, we HAVE to put the money back whereit came from. In other
words, if you buy a ring for $1,000 and you put half on your Visa and
the other half on a Zales gift card, regardless of what your
preferences are, we HAVE to restore it from whence it came. PS: The
whole reason I found THIS site is because I was trying to access their
survey, which supposedly gives you a $10 coupon, BUT THERE IS NO LINK
THAT TAKES YOU TO THE SURVEY TODAY!

Reply
by EdenUSA Posted Fri January 7, 2011 @ 11:55 AM

Are you having any luck with this? I unfortunately, ran into the same
brick wall with this Office Depot company, and USING THEIR OWN OFFICE
DEPOT CREDIT CARD. And, like you, all I wanted was a store credit!
So I called the OFFICE DEPOT Customer Service number on my credit card
statement, and was told these exact words by a "Debbie", "I am not
aware of any consumer protection policies that we would have nor am I
aware of Office Depot's return policies, including the 14-day policy
that you mention."

I would like to know if all of you here would like to join together
and file a Class Action lawsuit against Office Depot for the unfair
practice of limiting returns to 14-days, especially when the item is
defective.

Bjorgen T. Eatinger
Eden USA, Inc.
http://www.edenaudio.com

Reply
by NO OFFICE DEPOT Posted Wed December 22, 2010 @ 3:45 PM

I STRONGLY AGREE WITH THE COMPLAINTS REGARDING THIS RETURN POLICY...IF
YOU PURCHASE AN ITEM THAT IS ALREADY BOXED UP AND IT IS FOR YOU OR A
GIFT AND IN ORDER TO SEE IF IT WORKS TO YOUR LIKING OR THE PERSON YOU
BOUGHT IT FOR WILL LIKE IT, YOU NEED TO OPEN IT TO ACCESS IT. I FEELL
THE GOVERNMENT SHOULD STEP IN REGARDING THIS ISSUE. I BELIEVE THEY
KNOW IT FORCES A PERSON TO KEEP THE ITEM AND THEY DO NOT SHARE THIS
INFORMATION IN ADVANCE.. I JUST HAPPEN TO ASK...SO I PRICE MATCHED AT
THE COMPETITOR AND BECAME THEIR CUSTOMER WHICH GAVE ME A COMFORTABLE
14 DAY RETURN POLICY OPEN OR CLOSED ITEM...AS LONG AS IT WAS IN THE
EXACT PACKAGING AND NOT DAMAGED (UNLESS FACTORY DAMAGED SOMEHOW)...BUT
PEOPLE SHOULD NOT PURCHASE COMPUTERS FROM OFFICE DEPOT AND JUST TAKE
THEIR BUSINESS TO THE COMPETITOR FOR THE SAME PRICE AND SOME PLACES
WILL GIVE YOU 10% DIFFERENCE OR 110% DIFFERENCE.

Reply

by SanityKills Posted Wed December 15, 2010 @ 12:02 PM

I bought a laptop about a month ago and was rather unnerved by the
sticker on the box saying "we don't care about your issues if this has
been opened"--so much so that I posted a picture of it on my Facebook
account.

Stupid me I just bought a tablet from Office Depot as well which has a
major design flaw that would not help me if I exchanged it. Of course
Office Depot's policy won't help me there either.

I'm done with buying anything from Office Depot. Their return policy
is LOUD and CLEAR that they don't stand by their products.

I recently took a class stating how poor Customer Service & policies
have affected the big players statistically. Almost ALL have gone out
of business that have poor customer relationships. Office Depot will
eventually go the way of OfficeMax.

Reply
by TripleP Posted Wed September 29, 2010 @ 3:14 PM

I purchased an HP laptop computer from a Dallas Office Depot location
on Sunday, Sept 27, 2010. I wanted my wife to be able to use it while
she was on maternity leave so she could sign up to GoToMyPC.com and
access her work computer.

We tested GoToMyPC.com on our Mac computer at work but it didn't work.
We also have a Mac at home. I decided to buy the HP laptop computer.
The store sold me a demo unit that was out on the floor.

Later when I got home I decided to test GoToMyPC.com on my Mac. It
has a newer Operating System so it worked.

The next day I tried to return the HP Laptop to Office Depot but the
assistant manager flatly and rudely told me no. They have a 14 day
exchange policy only.

I wouldn't have bought the computer if I had known about their return
policy. On one hand I can kind of understand if it's brand new and
the consumer broke the seal of the box.

However this was a laptop that was sitting in the showroom. The box
was already opened.

I own a skincare company and accept all returns within 30 days. One
customer recently returned $109 of product, leaking all over the box,
but I still gave the customer a full refund.

Reply
by Bill T. Posted Sun June 13, 2010 @ 10:38 PM

just bought a garmin nuvi that doesn't work. I will return
fortunately within 14 days, but I will not shop again at Office depot
with this policy - we had to go through four bags of trash to find
receipt - even though I had a discover card statement print out that
showed only one purchase for the exacty amount...

Bill

Reply

by George H. Posted Wed July 8, 2009 @ 1:54 PM

This is how Best Buy does it as well, i will never shop at Office
Depot or Best Buy again. Someone said they all do it like this? That
is not the case only the ones that dont want to waste the time sending
back units.

Walmart:

ELECTRONICS
Computer components and computer accessories: Must be returned within
45 days of receipt.

Sams Club:

Computers may be returned within 6 months of the original purchase.

Radio Shack:

30-Day Money-Back Guarantee

We want you to be fully satisfied with every item that you purchase
from RadioShack. 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.

Sears

Satisfaction Guaranteed or Your Money Back

Our goal is that you are completely satisfied with your purchase. If
for any reason you are not satisfied, simply return your purchase in
its original packaging, with your receipt within 90 days of your
purchase; 30 days for Home Electronics, Customized Jewelry and
Mattresses for a refund or exchange. Video Games, CD, DVD must be
unopened for a refund or exchange. If you are not satisfied with your
purchase after these time periods, please let us know. Your
satisfaction is important to Sears.

Office Depot and Best Buy are overpriced at best and the return
policies show they do not care about the customers.

Reply

by leesburger Posted Thu July 10, 2008 @ 10:47 AM

Planet Feedback is amazing! I have already heard back from Office
Depot. Here is a copy of the email and my reply:

Francesca:

Thank you for taking the time to write to Office Depot by way of
Planet Feedback. My sincere apology for the problems you are
encountering with your Toshiba PC. Although you can not return the PC
and are past our 14 day return policy you qualify for service under
the terms of your manufacturer's warranty. As a consumer I can
understand your frustration. I have contacted Toshiba for assistance
on your behalf. This is how we stand behind the products we sell and
to ensure the manufacturers warranty works for the consumer. My
contact information is below if you need to reach out to me. As soon
as I have a reply from Toshiba I will email you back. My goal is for
Toshiba to contact you directly for a resolution.



Best regards,

Diane M. Demma
Senior Customer Relations Assistant
Executive Customer Relations
Office Depot, Inc.
561-438-0132 Phone
561-438-7179 Fax
2200 Old Germantown Road
Delray Beach, FL 33445
diane.demma@officedepot.com
Delivering Winning Solutions That Inspire Work Life

My reply:

Diane:

Thank you for taking the time to respond to my letter.
Office Depot contacting Toshiba is called "passing the buck"....
You needn't contact Toshiba, I have already contacted them and my
laptop is in transit to their repair facility.
Your 14 day policy is NOT working for the consumer, it is "maximizing
the bottom line" for Office Depot....
Sincerely,
Francesca
P.S. Any future purchases by me or mine will be strictly limited to
pens and pencils...

Reply

by Harleycat (aka Usual Suspect #2) Posted Wed July 9, 2008 @ 9:08 AM

Most major retailers have a 14 day policy for computers.

Reply

by mikedthornton Posted Wed July 9, 2008 @ 9:00 AM

It's a pretty up-front and clearly stated:

Technology: Because technology can change so rapidly, notebook PCs,
multimedia projectors, PDAs, handheld computers, and digital cameras
can only be exchanged for the same item within 14 days of purchase.
Desktop computers, monitors, printers, scanners, faxes, multifunction
machines, and Configure To Order (CTO) computers must be returned in
their original packaging with UPC codes and with all accessories
within 14 days of purchase to qualify for a full refund, exchange, or
credit. Some returns or exchange requests that don't qualify under
Office Depot's return policy may qualify for service or repair under
the appropriate manufacturer's warranty. Call us at 1-800-GO-DEPOT
(1-800-463-3768) to ask about Office Depot's Performance Protection
Plans or for help in locating the manufacturer.

I think this may be one of those situations where you bought into the
warranty when you bought the product. If you don't like their
warranty policy, you probably should shop around until you find one
you can live with.

Reply


Still Unfair by leesburger Thu July 10, 2008 @ 10:42 AM

Here We Go Again by COBOLlives Thu September 23, 2010 @ 2:28 AM

Not The Reason for the Policy by EdenUSA Fri January 7, 2011 @ 12:44 PM




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