Samantha Hall
1/5
TL;DR: Store with an “every items guaranteed to work” promise on their receipt sells items not guaranteed to work.
This story started so well… I purchased a game for my Nintendo 3DS, a game I had been wanting for a while. Excitedly, I brought it home and went to test it in my functioning 3DS system and it failed to even read. After verifying it wasn’t my system, I gently cleaned the cartridge with a Q-tip and scrutinized it only to see there was a long deep scratch along on of the contact points on the cartridge Someone clearly didn’t test this game after it was traded in. So much for their guarantee. I returned less than 24 hours later to return it and the clerk verified the game didn’t work, he couldn’t repair it, AND he didn’t have a replacement for it. He then went on to inform me that I would only be able to get my money back in the form of store credit. “Seriously? For a clearly damaged game?” I said. “Yes, that’s our policy. Unfortunately our manager isn’t here today so there is nothing I can do.” He replies.
Admittedly, I may have rolled my eyes. I turned to shop the store even though I had been there the day before and saw everything to be seen, perhaps there was something worth looking at? I returned to the case where I picked the game from and looked for something that would be of equivalent value before I noticed the sign taped onto said case multiple times: “Store Credit may not be used for any items in this case! No exceptions.” Exasperated, I returned to the clerk and asked if he could call his manager. I was told he is “out in the middle of nowhere” and probably can’t be reached however, if I came back the following day, he should be around to perform the return himself. I informed him that I have a, ya know, JOB and couldn’t return the following day and I again asked if he could call. The clerk then went to the back of the store to covertly call the store manager, apparently cell service wasn’t as poor as advertised. The clerk returned the back and told me that the game would be processed as a return when the manager was back in town a few hours later. As of now, I can verify that the return went through.
Their receipt sports a lovely little disclaimer at the bottom: “Every items is guaranteed to work! If you have any problems within the first 90 day , let us know and we will repair or replace the item. Physical Damage is NOT cover
ed under any warranty.
* WE DO NOT OFFER CASH REFUNDS * store credit will be issued if the item is out of stock and is not repairable. There is a 20% restocking fee on returns / buyers remorse. A receipt is REQUIRED for all returns.”
Some guarantee, right? I recognize the policy is clearly stated in store and on the receipt however, that should not apply to items that were clearly damaged and untested upon sale.
