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Originally Posted by TVC15

And "the customer is right" argument might work on a smaller store, but I assure you it rarely applies to the major corporate chains. I just can't believe anyone would even try to use that in an argument for a store of Best Buy's scale. That's only more self-entitlement, something you should be helping the original poster to get away from.

I never said it was justification for his actions, nor was I using it that way. I simply made a comment about that phrase in reference to the exact opposite attitude that most major retailers seem to have now.

I am certainly not suggesting that everyone say "To hell with the rules, let's make our customers happy all the time! Who cares if we go out of business?" But I'm also not about to say that all customers are self-entitled jerks who are out to screw over the company.

Managers (and some staff) have to make a judgment call in any situation like this. That's really the bottom line. And if the company is truly about customer-retention, they will give managers/staff some wiggle room to work with customers with legitimate issues. It was like that with the last retail company I worked for. It was not that way for the company I worked for before that. That business is now scrambling to stay afloat.

But neither the customers nor the staff should ever be rude to each other. I understand being upset, but the last thing you want to do is piss off the other side. It will never end well, and you will rarely get what you wanted anyway.

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Originally Posted by Spacemafia

I dont know how people on Ebay get away with....

Because it's not illegal to sell used media.

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but I showed you the policy of many stores...

Policy is not law. And I'm not arguing policy with you.

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You cant return opened stuff in the form of DVD, CD, Games, HD......Why are you and others ignoring a rule???

I'm not. I agree that most retailers have a policy like that. What I am disagreeing with, is your statement that you cannot legally re-sell open media. That is simply not true. There are literally hundreds of businesses that deal in used media sales on a daily basis. No one has every been arrested for selling used media. Pirated media, on the other hand...

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I work in retail and the customer is never right ever.....they are cocky, mean and a Holes....

If that's the attitude you and your co-workers have towards your customers, then I don't think I want to shop at your store anyway. I understand having to deal with angry/irate/shady customers (I've dealt with a few doozies myself), but to over-generalise your entire customer base, solely because of those jerks is a little extreme.

The fact is, sometimes the customer is right and sometimes they're not. In the OP's case, I would side with him. Being given the run-around and outright lied to is unacceptable behavior. I would have started collecting names and phone numbers of everyone I talked to and exactly what they said to me the minute something went sideways. But that's because I've been burned before and am that much more cautious now.

In Classified's case, I would side with Best Buy. But the manager could have given him store credit and marked the return used, then put it with their other "Trade-In" merchandise. Instead, the manager chose not to, and Classified chose to stop being their customer.