CompUSA refuses refund for an empty camera box

It has been quite a long time since I've been to a CompUSA store. Compare it with Best Buy, Circuit City, and online stores, I don't think CompUSA has adapted quickly enough with the changing business environment. My brother used to work for CompUSA and he would come back with some crazy stories with customers and with the company itself.

But for Terry Heaton, it would seem CompUSA gave him and all of us one more reason why they deserve to lose our business.

Mr. Heaton went to a CompUSA store that was going through a liquidation sale (127 of their stores were being closed). He spent almost $3,500 including a digital camera for $269. He has long been a CompUSA customer and has made several major purchases in the past from them.

When he got home, he realised that the digital camera box had no camera! Now, I would admit there should be a slight weight difference, but even recent and new cameras that are on sale are pretty light. If the rest of the contents were in the packaging (i.e. CD, cables, battery charger), then it is possible that the weight difference would not be noticeable.

Anyways, upon realising this missing item, he went to a nearby CompUSA store to see about getting a refund. The manager there told him that, since a liquidation company technically sold him the camera, CompUSA is NOT responsible for giving him a refund.

Strange, I would have thought even for a store doing a liquidation sale, all the employees are still CompUSA employees, right?

So Terry Heaton wrote a letter to CompUSA CEO Roman Ross:

* * * * * * *

May 11, 2007

Roman Ross
President and Chief Executive Officer
CompUSA
14951 N. Dallas Parkway
Dallas, TX 75254

Dear Mr. Ross,

This is to bring to your attention an issue that I’ve been unable to resolve at the store level.

First of all, let me explain that I’ve been a loyal customer of CompUSA for 10 years. I bought my last two computers from your stores, along with hundreds of other items. It is because I view myself as a customer that I send you this letter.

On March 22, 2007, I went to the Lewisville store to buy a new computer (I’m writing this letter on it now). I wasn’t aware that the store was closing and was surprised when I saw the signs. I took advantage of the sale to purchase many other items. My total bill was over $3,300.00.

One of those items was a Canon A630 camera. It was purchased as a gift for my step-daughter, whom I would see in May, so I put the box away in my home office. When the day came, I handed it to her, as she beamed with joy. That didn’t last long, because the box contained only the peripherals and not the camera.

So I went back to Lewisville only to be told the store had closed. So I made the trip to Frisco, where I met manager Tommy Jackson. He refused to help me, telling me that, well, I really didn’t purchase the camera from CompUSA, but a liquidation company. I showed him the receipt from CompUSA, told him I bought it in a CompUSA store and that the salesperson was wearing a CompUSA uniform. He was adamant that it was my problem, not his. At this point, my frustration and embarrassment turned to anger, and he told me I would need to communicate with your lawyers.

How on earth can a company such as yours treat a customer in this manner? You sold me an empty box for $269.00, and over that, you tell me that all the money I spent with you over ten years means nothing. And you blame it on a technicality?

Mr. Ross, this reflects terribly on your company, and I ask you to make it right.

Regards,

Terry Heaton
xxxx xxxxxxxxx xxxxx xxxx xxxxx
Grapevine, TX 76051
xxx-xxx-xxxx

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In response, the Escalations Department responded with a "not our problem, you are screwed" letter.

* * * * * * *

May 30, 2007

Terry Heaton
xxxx xxxxxxxxx xxxxx xxxx xxxxx
Grapevine, TX 76051

Dear Mr. Heaton:

Thank you for contacting compUSA regarding your purchase at our Lewisville store; we regret any difficulty you encountered or misinformation you may have been given.

The Lewisville CompUSA was one of 126 stores that was liquidated and closed on 5/7/07. The return policy for all merchandise, as printed on your receipt and posted throughout the store, clearly stated ALL SALES FINAL.

Keep in mind, new digital cameras are usually sold in a factory sealed box; if the camera you purchased was a clearance item, you should have inspected its content prior to purchase.

Although we apologize for any inconvenience this situation may have caused, we cannot honor your request for return or exchange.

Thank you,

Kevin Hain
Escalations Supervisor
CompUSA Executive Care

* * * * * * *

Basically, CompUSA wants you to check the contents of your purchase to make sure everything is ok. I guess they are telling me that their stock is "as is" condition, so they cannot possibly guarantee to me that their condition is 100% new. This is opposite to how Best Buy handles their customers. I went to a Best Buy Maryland store to purchase a Canon digital camera, and the salesperson opened up the box and inspected the contents to make sure everything was there. He even inserted the battery and memory card into the camera.

So it does not matter the technicality - in CompUSA's name, on a CompUSA receipt, $269 was stolen from Terry Heaton. Their reasoning is that since "ALL SALES ARE FINAL," Mr. Heaton purchased a $269 box with all the trimmings except for the camera. To them, they probably got a $249 profit off the transaction.

Therefore, CompUSA gets a "BUYER BEWARE" notice. Be sure to check your purchase since they are not willing to do so on their part.

Update 6/5/07

Good news for Heaton! His story was picked up throughout the blogosphere and was even on several news networks. To avoid further PR damage, a customer service rep from CompUSA called Heaton, apologised for the inconvenience and told him that he will get a $300 certificate. (Reported by Fox News)