Why do Futureshop/Staples/BestBuy employees break company policy? Endorsed scams? [Archive]

masterhapposai

Mar 29th, 2012, 09:56 PM

There's been a problem with employees at Futureshop, Staples, and Bestbuy for a number of years.

Classic were the days of Staples employees wheeling products into the back fast as they can and many times being caught, trying to avoid you price matching.

Better still are the ignorant lifers at Futureshop/Bestbuy, who stand defiantly protecting their masters, lying. I perused a scene once where the employee stole the receipt from a customer, then claimed there was no receipt, to prevent the customer from making a return. Other times the sales staff stand there ignorantly claiming the store you're PM'ing is using refurbished or stolen items. These things happen more often than we think, but mainly when you try to use the customer service policy of the company. The employees willingly break it, likely under pressure from their managers.

We have wondered "why bother with the policy, if you won't honour it". But, clearly its a scam to falsely raise consumer confidence into buying from their store and secondly to avoid returns. If these companies do not believe its a scam, they can inform the store managers to correct the employees and post proof of the correction. Otherwise, they the companies are responsible and should be reported to the Better Business Bureau each time they deny a Price Match for invalid reasons.

I think at some point though, RFD should gather and create an awareness TV special to spread the word of this. In this "documentary", we could advocate that customers to buy from Amazon instead. The damage to Bestbuy, Staples, Futureshop would be significant. They are already taking large hits from Apple and Amazon who don't screw around with customers (as much).

Until a proper motion is made by BB, Staples, FS to stand down with their scams, and false advertising of customer service, I'd like to make this thread to ridicule the employees and bring awareness to their competitors (Amazon, Walmart, etc.). FS/BB/Staples, but most importantly their employees, have no shame. Its one thing for your manager to demand less returns. Its another thing to lie to a customer to prevent a return or price match. This is sociopathic behavior. If you do this as an employee, you're pathetic.

What measures as a customer base do we have other boycotting these stores? Mocking the employee until they become rational? Making a TV report on them?

Do we switch to Wal-Mart, Costco, Amazon, Superstore and Target due to their nonsense and lies?

TheRock2012

Mar 29th, 2012, 10:19 PM

masterhapposai

Mar 29th, 2012, 11:34 PM

Good luck with action being taken. Last time I checked FS was owned by a Sheik and FS is owned by BB canada . Staples in general has never been reliable of their products or their customer service(me, me, me attitude). It's that easy?:lol:

One action has been made though. And that is they read these forums religiously.

Your post, my post, just got read by them and they know this forum has a lot of buying power.

If they don't want the general public to hear about their lack of integrity and lose customers to Amazon/etc., they have to step up.

Mar 30th, 2012, 01:11 AM

A boycott implies one will shop there again if the policies change.

I've just abandoned those three stores for all the reasons the OP described (tho stealing the receipt is a new one to hear).

Wal-Mart, Costco, Amazon, Superstore and soon Target are all reasonable and respectable to deal with.

It's just better to abandon the filth retailers (I'd also toss Canadian Tire in with the three the OP listed) like the back alley abortions that they are.

dscott01

Mar 30th, 2012, 01:31 AM

masterhapposai

Mar 30th, 2012, 02:13 AM

I've always found Best Buy and Futureshop in my area pretty good to deal with in regards to returns as well as price matching competitors. Staples has been hit or miss for me and could use some improvement.

yeah I hear out in B.C you have some areas where FS and BB operate as real stores. even heard that they will even haggle at some of the stores if you're a good customer or buy bulk. I think this is NOT the intent of the regional managers. but shows you how a respectable and professional employee can turn around a business and encourage sales without breaking laws or their own policies and lying like a rat.

As you head nearer to Toronto, its a web of lies and deceit, coming from even the lowest ranking workers at some shops, who have no reason to lie other than hoping to snivel and grovel to their manager hoping for a pat on the back.

BigJonsson

Mar 30th, 2012, 02:44 AM

I think I'm ahead with FS and BB, as much as they have weasled their way out of honouring some of their policies, they have also screwed up in several ways that have been in my favour

Portwest

Mar 30th, 2012, 10:30 AM

Everything the employees do is either condoned, encouraged or deliberately ignored by management. Management reports to the executive. If there are problems like this, chain-wide, then you need to draw attention to the store or chain, not blame individual employees.

Discussions in forums like this will help, as will social media. But take it further: Shop elsewhere. Change your “defaults”. Divert your funds to retailers that sell decent products and treat customers better. Vote with your wallet. Tell your friends.

As NG posted, "Abandon them." I wholeheartedly agree. Walk away (and take your friends and family with you).

Best Buy, Staples or Futureshop are not even on my radar anymore. I don't view them as reputable retailers and they simply do not enter my head when I think about buying stuff.

I have tossed Sears Canada into the basket with them.

It's simple: My money goes elsewhere, and I drag my family and friends along with me. We support other businesses.

iridium001

Mar 30th, 2012, 11:49 AM

I can say with honesty that all of my last major electronics and media purchases in the last year or so have all been online. And yes, I do use FS or BB as a free show room..

If FS/BB are going to have online shopping, they need to slash their prices too - otherwise, what's the point when you can get the same thing from Amazon or B&H Photo and Video (which btw, also carries home electronics too) for a lot less cheaper, even with shipping, duties and taxes (from B&H).

The stores I buy online consistently are:

- Amazon UK or Canada
- B&H Photo Video
- eBay stores
- Miscellaneous like Monoprice or DealExtreme

I think these brick and mortar stores are doomed for extinction, everything is going online these days.

I think in the next several years, the best business model would be to slash B&M stores to 25% of the operation, and 75% dedicated to online. For those customers whom are impatient, they can pay the full price to have products in hand the same day like how things are right now. Customers who choose to buy online, save a lot more but have to wait (like how it is already right now when buying online).

You cut down on human resources, upkeep of a physical store if you give people choice. You're not changing anything majorly, as this is how it is right now but spread amongst several different businesses. e.g. I see something on Amazon, I go to FS to take a look, I go home and buy from Amazon, wait a few days to receive product for a lot cheaper.

Seriously, FS/BB should take a look at this model. It makes the most sense as more and more consumers are moving towards this trend.

Neovingian

Mar 30th, 2012, 01:35 PM

I agree, retailers are doomed if they don't adapt of slash prices or offer incentive for shopping in store, the same thing happened to the music biz and video stores. There's no need for both a FS/BB in Canada, my guess is that they will eventually create 1 store, yet have multiple web sites, since some online order they ship from the sam ewarehouse if i'm not mistaken.

Portwest

Mar 30th, 2012, 02:02 PM

I think these brick and mortar stores are doomed for extinction, everything is going online these days.

Iridium001, I respectfully disagree.

There are a bazillion online retailers out there. I only deal with those that have a good reputation or that someone has recommended to me.

Personally, I prefer bricks-and-mortar shopping. But I also shop Amazon at times, because I can get things that I can’t find locally and because Amazon has a reputation for excellent customer service. That has nothing to do with its mode of doing business --- online or brick-and-mortar.

I think there is plenty of room for (as well as a need for) both bricks-and-mortar and online stores. The issue is customer service, not the manner in which the customer chooses and obtains the products.

spf1971

Mar 30th, 2012, 02:44 PM

It's not an issue of one store or another, it's an issue of individuals; customers and employees alike. Just as stores try and pull stunts to deny policy, customers pull just as many scams to try and twist policy to their favour even when it doesn't apply. How many threads have been on here about people fraudulently claiming Price Match etc knowing it doesn't apply?

90% of the issues that I read on here I have never run into and yet I deal with the same stores. The only possible reason I can think of is because of the attitudes of the customers and employees alike. When you start a game of "Who can scam whom", sometimes you are on the losing end.

Mysticdragon

Mar 30th, 2012, 02:54 PM

I've had things like this happen at pretty much every store I've ever shopped at. Doesn't matter if it was Walmart, Zellers, FS, BB, Staples, Shoppers, Amazon, Apple, Tiger Direct, New egg, etc...

There are bad customer service stories everywhere for almost every store. I agree that people should stand up for their rights and make bad stories known.

I also think that stereotyping all of these employees to be bad is not the right thing. There are many hardworking honest people in many FS and BB stores. Just like there are many lying and deceptive employees working in banks, insurance companies, telecom companies, hospitals etc...

Mar 30th, 2012, 04:35 PM

***
It's not an issue of one store or another, it's an issue of individuals; customers and employees alike. Just as stores try and pull stunts to deny policy, customers pull just as many scams to try and twist policy to their favour even when it doesn't apply. How many threads have been on here about people fraudulently claiming Price Match etc knowing it doesn't apply?

90% of the issues that I read on here I have never run into and yet I deal with the same stores. The only possible reason I can think of is because of the attitudes of the customers and employees alike. When you start a game of "Who can scam whom", sometimes you are on the losing end.

Years ago I made the mistake of picking up a web order from BB just after I picked up a new release DVD from Superstore (they're in the same mall park). When she asked why I didn't buy it at BB (as I often did at the time for DVDs) I told her her it was cheaper and she happily told me they could PM in the future.

Thinking it wouldn't be an issue next time I was in I tried to PM some Canadian store (Amazon.ca, Chapters?) and they got all guffy and told me it was too low and they'd only do it this time as a "curtsey". That was the end of me buying DVDs at Best Buy.

The great thing about the PM policy at Wal-Mart is that it's simple and they honour it. It's gotta be a printed flyer from a store operating in the same city. No fuss, no muss.

I've had things like this happen at pretty much every store I've ever shopped at. Doesn't matter if it was Walmart, Zellers, FS, BB, Staples, Shoppers, Amazon, Apple, Tiger Direct, New egg, etc...

Really? Every other store is just as bad? You must have bad luck since most stores don't act like FS/BB or Staples.

After the economy went in the toilet in '08 it seemed that they went down a notch customer service wise. Best Buy became like Future Shop, Future Shop became like MDG and I guess MDG customer service paralleled the local crack dealer.

Portwest

Mar 30th, 2012, 05:02 PM

After the economy went in the toilet in '08 it seemed that they went down a notch customer service wise. Best Buy became like Future Shop, Future Shop became like MDG and I guess MDG customer service paralleled the local crack dealer.

:lol: :lol: :lol:

sexyj

Mar 30th, 2012, 05:05 PM

I think stores should just drop PM policies all together.

bman77

Mar 30th, 2012, 06:31 PM

I'm all for a tv spot if you fund it, hahahahahhahaha

GP Legend

Mar 30th, 2012, 08:20 PM

Speaking of policies, did Staples recently change their price match policy? Do they not do the extra 10% anymore? It doesn't say so on their site anymore. I know it used to say that just last summer that they did do 110%.

sixer

Mar 30th, 2012, 09:23 PM

Future Shop is the Worst, brutal customer service and both the Managers in the stores and Companies themselves are to blame. Vote with your wallet, avoid Future Shop.

sandikosh

Mar 31st, 2012, 07:10 AM

For all the times I have shopped, priced mtched or returned stuff from BB and FS, i have never had a problem. Maybe it is those customers who want more than what they deserved. A kick in the rear!

masterhapposai

Mar 31st, 2012, 11:40 AM

For all the times I have shopped, priced mtched or returned stuff from BB and FS, i have never had a problem. Maybe it is those customers who want more than what they deserved. A kick in the rear!

That's very interesting. You can't imagine a situation where it would happen despite it being a widespread reported problem on RFD and other sites? Is everyone on the internets lying?

And what of brand new accounts posting about it on RFD. Do you think the new users are all duplicate accounts and there's really only 100 people signed up on RFD who all try to scam Futureshop/Bestbuy?

Its definitely happening, and is a problem. With that proven and out of the way..

Consider that, gender and location may be involved in your success. If you want to help other customers, please post the location of where PM'ing is allowed by the Manager/employees without hassle.

Hunter316

Apr 1st, 2012, 12:21 AM

I worked for Future Shop for over ten years in both sales and in management so I know the company from the inside. Most associates do follow policy when it comes to things like returns or price matches but there are so many conditions to the policies that are supposed to be customer friendly that there is usually a clause that can't be met. There were plenty of people that tried to return items like Ipods or cell phones that were within the written timeframe for returns but had a few scratches on them so they were not deemed to be within original condition. If people actually read the policy then they would be able to find the reason that what they want is being denied. The problem is that these stores tell people that the policies are easy to use and the customer service is great when it isn't. If these companies did not advertise these policies or clearly stated all the out clauses they possess then people would not be as shocked by the service they receive.

Apr 1st, 2012, 01:02 AM

IThe problem is that these stores tell people that the policies are easy to use and the customer service is great when it isn't. If these companies did not advertise these policies or clearly stated all the out clauses they possess then people would not be as shocked by the service they receive.

That's why I like the policies at WM, RCSS, Costco much better. They don't promise the moon but what they do offer is clearly stated and they live up to it.

Cheap Cat

Apr 1st, 2012, 12:57 PM

OP, you blame employees for not following policy, but did you ever think they are actually following the unwritten corporate policy? It is no coincidence that people are encountering these problems at various locations across the country. FS employees may be motivated by commission, but why do non-commissioned employees do it? Perhaps, it is because they want to keep their job and that is what they were told to do. When I once asked a BB employee why I always have to tell them to give me the 10% of the difference on PMs, she told me they were told not to give it unless the customer specifically asked for it. Also when you work retail, you see so much stealing and scamming from customers, that you tend to not trust anyone.

Coz4k

Apr 1st, 2012, 01:49 PM

Step 1: Never go to FS/BB
Step 2: Enjoy

I use this technique since years and its working pretty good.

Try it.

Insider

Apr 1st, 2012, 04:01 PM

plymouthhater

Apr 1st, 2012, 07:05 PM

Step 1: Never go to FS/BB
Step 2: Enjoy

I use this technique since years and its working pretty good.

Try it.

My motto is similar - Step 1: Never go to CT. Throw flyer in recycle bin without reading, when received.
Step 2: Enjoy.

masterhapposai

Apr 2nd, 2012, 01:36 AM

lol one of these threads again.

the solution is simple. don't shop at these stores. what more can you do to hurt the store, than to hurt it financially. please, prioritize your time and money.

I really didn't read enough of the OP to care about what was being said, but I'm sure it's a complaint of sorts (typical of RFD), therefore, I don't care enough to suggest anything further, because guess what, that is the only solution.

Actually, its not a complaint. Its a helper thread to prevent people from shopping at these stores. It also makes critical remarks about the employees and integrity of the company so that FS/BB/Staples can read this thread and enjoy it.

CharlieSheen911

Apr 2nd, 2012, 04:26 AM

Shop at Sears. They always honor price matching and have a very good return policy.

Mysticdragon

Apr 2nd, 2012, 08:46 AM

Also when you work retail, you see so much stealing and scamming from customers, that you tend to not trust anyone.
This.

I used to trust people alot more until I was forced to work at FS while I was in University. now I have a similar outlook to this.
It was unbelievable what some customers would try to get away with.

Anyway, I wont deny that there is a problem at many stores but not every employee and every store is bad.
You have to keep in mind that people rarely go online to compliment a company (or an employee who goes above and beyond), but they will (almost every time) go online to complain about a company when something doesn't go their way. So you have to take some (not all) stories with a gain of salt.

It has always been my opinion that if you don't agree with how a store handles their policies then don't shop there. Same reason why I never pricematch anywhere, it's better to reward the store with the lowest price just like you should reward the store with the better customer service and better environment.

Our dollar and where we choose to spend it is our greatest power.

XtremeModder

Apr 2nd, 2012, 01:29 PM

I've always found Best Buy and Futureshop in my area pretty good to deal with in regards to returns as well as price matching competitors. Staples has been hit or miss for me and could use some improvement.

+1 which location?

Pickering one here I've had no problems price matching or returning something there ever. I just get a feeling some people that complain just want attention or try to make a ridiculous price match.

masterhapposai

Apr 2nd, 2012, 03:35 PM

+1 which location?

Pickering one here I've had no problems price matching or returning something there ever. I just get a feeling some people that complain just want attention or try to make a ridiculous price match.

It appears the further you go from Toronto the less problems.

So, that means the Regional Store Manager of the GTA is the suspect.

mslolo

Apr 2nd, 2012, 07:25 PM

It appears the further you go from Toronto the less problems.

So, that means the Regional Store Manager of the GTA is the suspect.

Could be true

Last time I price matched at BB in Vancouver I didn't even have to ask for it. The cashier came out from her cash desk as there were no customers in line and asked if she could help me. I told her I was just looking up the price of the blu-ray I wanted to buy at amazon.ca on my smartphone and it was $30.15 there instead of $39.99 at BB. She just said "no problem I'll match the price" and rang it through at $29.99.

Personally, I have had no issues with either FS or BB and will continue to purchase from them.

Kevinck

Apr 3rd, 2012, 09:20 AM

Both futureshop and BB in kitchener/waterloo are good with their pricematch and return policies. Never had issues. So you don't have to be far out of the GTA. Just 100 km :-)

aggronieszka

Apr 3rd, 2012, 01:47 PM

Step 1: Never go to FS/BB
Step 2: Enjoy

I use this technique since years and its working pretty good.

Try it.

from another thread:

Step 1: Never go to Staples
Step 2: Enjoy

Try this you'll be happy.

Do you ever leave the house?

mmagda

Apr 3rd, 2012, 02:19 PM

Unless each individual employee is being followed around by a mgr. nothing is going to change.

I haven't had bad experiences with either store. I rarely PM stuff, but anytime i did, the employees hopped to it and I was on my way. Same with returns and such.

The problem, IMO, is not mgmt. but the employees themselves. They just don't want to do the refund process, or they don't want to issue PM's.

Each person and their role as well as intentions are different. And there is not accountability. Mgmt says follow rule 'x' and see how many will follow rule 'x' to a tee, and how many will break the rule altogether.
If they get caught, action gets taken. Otherwise, without witnessing an employee blatantly doing something wrong, your more inclined to trust your employee - the person you hired vs. ONE bitchy customer...

Kevinck

Apr 3rd, 2012, 02:49 PM

The problem, IMO, is not mgmt. but the employees themselves. They just don't want to do the refund process, or they don't want to issue PM's.

Why on earth would the employee 'not want' to process the refund or pricematch? It doesn't affect their wage. And compared to no sale it doesn't affect their comission if they are on comission.

It's because at the end of the day when the manager gives his pep talk to everyone he looks at the numbers and says to all the employees in department X "There were way too many returns today and due to too many pricematches your profit margin was way too low. You guys did terrible. I expect better tomorrow".

That is managment.

blainehamilton

Apr 3rd, 2012, 02:57 PM

Must be a regional thing.

Best Buy and Future Shop are pretty good about following policies here in Edmonton. Pricematches can be hit and miss, but I go to another location and staff are fine to PM and get my business. I've gotten the line about 'can't PM it's below cost' a couple of times - I just ask them where it says anything about below cost in your policy. When they can't, I usually get the PM no problem.

Sometimes the ignorance about game trade promos can be frustrating - the customer service staff have to deal with unhappy customers, scammers and con artists all day and have a bitchy attitude as a result. I like trading in the games to Future Shop instead of Best Buy because the game area staff do the trades and know how to do it. Best Buy can be a real crappy experience trading games if you get a CS rep who is on the rag - they should have the game staff do it like Future Shop locations.

Staples is the real offender here. Packaging in services and crap products with clearance items is rampant. They refuse to sell the product solo unless you threaten to speak with the DM. They are photochopping/photocopying their own prices onto Staples store tags to reflect bundled stuff. I've even seen locations with the clearance price on the tags crossed or blacked out with a marker, and a new HIGHER price handwritten or with a Brother label instead. :D I think I'll take some pictures of those tags the next time I see them and post them up here, maybe corporate will see that and blow a gasket or two.

The problem with Edmonton is we have a real lack of Electronics competition here. Visions just isn't a player in the market anymore unless you want a tv and that's about it. Memory Express is a distant competitor compared to NCIX and Canada Computers. The local stores like Bcom and A computers just don't even compete anymore.

We need Amazon and Newegg to step it up here and really bring some online action to make the existing retailers be thankful for every customer that goes to their website or crosses their door threshold by kissing our asses.