Wow, here I was hyped to think that at least B&N would be fair to those of us unhappy with the Nook Tablet by honoring their special "holiday return policy". Well it's not as easy as it sounds....
This evening I visited my local B&N store in Palm Beach Gardens, Fl and had my NT in its box with the cable and charger plus the receipt. I unfortunately decided to walk up to the desk with the large "customer service" sign above and the two sales/help staff behind the counter. When I informed them that I was there to return my NT they were a little blown away and the man who decided to help me seemed to be irritated as heck.
We walked to the front cash wrap area and when I handed over my bag with the box, device and receipt he took a look and informed me that he could not refund the purchase of the NT. He said he could only exchange it and when I showed him the holiday return policy (which I pulled up on my phone) he then said he could give me a store credit. Huh??? What the heck????
When pressed he indicated that the unit was purchased with two gift cards and I agreed, I used two of three B&N gift cards. He said that items purchased with gift cards can't be refunded except as a store credit. Weird????
At this point he was increasingly rude to me as I was genuinely surprised and I kept reviewing the return policy and found no such mention. Anyway when I asked for the store manager or his supervisor he informed me that he is "the acting store manager and as such, he does not have the authority to override company policy". That is just dumb........I thought managers are enpowered to help customers so what was holding him up?
He told me that I should return on Monday and see the "official store manager" to see if he would decide to reconsider the situation. And then he handed back the bag and walked away. No good evening, no thank you, no nothing...
I called the 1-800 number on the holiday return policy page and was connected to technical support and a very polite man named Victor. He was pretty surprised to hear about the situation and decided that he would issue a return box and number so I could ship the unit back and then expect a refund check (two to three weeks). I thanked him but explained I was in need of my refund right away (planned on purchasing a tablet this weekend......Samsung Galx on sale) so he made notations on my account and advised me to see the manager on Monday. He stood behind the return policy and B&N and assured me the store manager would be able to help. If not, then I was entitled to the mail back return process.
Help. How can I get attention regarding this matter and get my money back before Saturday night? And where can I turn to so that I can make management aware that not all "acting managers" lack policy information???
I am very disappointed but you know, it was almost too good to be true to expect B&N's generous holiday return policy be honored by some store personnel.
Frustrated......and disappointed. Any suggestions?