I recently purchased a famous brand mp3 player. I purchased it for all the bells and whistles it claimed to have. Took it home, and attempted to make it work. I could only get a few of the bells and none of the whistles to work. Being a advanced computer user, if I couldn’t get it, it was highly unlikely that the average user could either. I returned my whistles-less mp3 player to the place of purchase 4 days later.
Their return policy stated it would be a restocking fee if the item was not defective. Luckily for me, this item was defective, as the fm radio nor the wireless downloads did not work. A person being helped in front of me did not like the return policy, as he just didn’t want his anymore. ( I assume it was working properly) He was very upset and made a scene.
Recently a customer purchased an item from us in order to “troubleshoot” his computer. We don’t do very many over the counter sales (not accompanying a repair), and 95% of them are so customers can troubleshoot their pc’s.
We are very up front about our return policy. It is on the bottom of every invoice (in very legible 12pt font) and we usually remind them in case they miss it.
Nonetheless, the customer wanted to bring the part back. Said it didn’t fix his problem, and did not want to pay the restocking fee. We told him how since it’s now used, we have to sell it at a discount. That didn’t change his position any.
Seems no matter what the retailer, how big or loud the restocking fee is communicated, nobody wants to pay it.