Complain about a product or service

CompUSA - Return Policy

Glenn of Bordentown, NJ November 9, 2007

Two times I ordered items on line and when I got to the store for pickup they told me it showed in inventory but they couldn't locate the product. They had to then ship it to me and it took almost 2 weeks to get. Two days ago I had another bad experience. Again, I ordered online for in store pickup but this time they gave me the wrong product. 

This time when I called them and told them they gave me the wrong product they transferred me around the store for 30 minutes. Finally I got a supervisor on the phone who was rude, annoyed and very nasty to me. She put another employee on the phone who was nasty as well and they told me that it's too bad they made a mistake and I will just have to come and exchange the product. I will NEVER purchase again from Compusa.

Robert of Virginia Beach, VA September 28, 2007

I ordered a computer bundle from their web site (computer,monitor and printer) plus extended warranty for the computer Total cost 1806.00. My credit card company declined the charge until they contacted me by phone to verify transaction. In the meantime I recieved an email from CompUSA that my original web order was cancelled and that if I still wanted the merchandise, I should reorder which I did.

After contacted CompUSA and following their instructions my credit card was credited with 1252.00 and when I sent a letter to company I was told by return letter from Kevin that a 15% restocking charge had been applied because box was recieved by them opened.  The box was picked up by FedEx just like they had delieved it unopened.

Jason of Bronx, NY April 2, 2007

I went to this store on the 31st of March to buy a hard drive. I picked out what I thought was a 200 GB Seagate hard drive. When I got home and opened the package this was not what was in the box. It was an IBM deskstar 20 GB hard drive not in working condition. I went back to CompUSA and was not helped at all. I talked to the manager and he gave me and non working number to a person he said was an operation manager. I expected them to correct this problem right away but no one seemed to care.

Gary of San Diego, CA February 21, 2007

I purchased a Fujitsu laptop computer and a service warranty from CompUSA. Unfortunately I found it necessary to take it back to the store to have the CD/DVD drive repaired. The Tech informed me that he could not help me because CompUSA did not sell Fujitsu computers and therefore I couldn’t have purchased a service contract with CompUSA. After a little heated conversation I managed to convince him to look on his computer and of course my computer was in the system.

I was informed by the Tech and a store manager that some of what I was told by the CompUSA sales person was not in actuality covered by the warranty that I had purchased. This prompted me ask the manager why in the world would I waste my money to purchase something that was worthless?

I was continually given mixed stories as to why it was taking an excessive amount of time to replace a CD/ROM in my laptop computer. The people that I talk with cant seem to get their excuses straight. When I used the CompUSA phone number as to the status of my computer it often rolled over to a recorded message requesting that I leave a message and someone would return my call. No one ever did. Now I am told by CompUSA that the repair turn around time for laptop computers is over thirty days. I was also told that my computer is now in Mexico for repair.

R. of Roseville, CA August 31, 2006

Their time window for returning goods is 21 days. I returned the goods on the 23rd day. They take no circumstances into consideration for waiving the 21 days.(I was recovering from a surgical procedure). I received a store credit but was told by another employee that that was unusual - that after 21 days they take no returns at all: You're simply stuck with the product  (in this case a computer cable)

CompUSA has 65 of mine and they have no goods or products that I want or need. I tried to redeem the store credit for printer ink cartridges but they don't carry the ones I use and they have nothing else in their store that I wish to purchase.

Eleanor of Portsmouth, VA August 2, 2006

This is a letter I have sent to Compusa. My daughter went to one of your stores, store # 471 in Norfolk, Virginia and purchased a power pack. The power pack was not what she needed and she did not have the receipt. She went back to the store and asked for a store credit. No one would give it to her because she had used cash. She was given the number for the store manager and we tried to contact him. We reached his voice mail, but he apparently doesn’t return calls when messages are left on his voice mail. We were given the regional rep and she did return our call, but at time when I was on vacation. She was asked to call back on a certain day when I would return to work and she never called back.

This is all over a 30 part, which has your company name as the manufacturer. This means to me that it is your product, but your store will not give a store credit on your product. When I went on line to see what your return policy is I found this statement, “If you do not have the original receipt, you may exchange unopened product for a CompUSA merchandise card. Items must be in new condition, with the original box, packaging, manuals, accessories, and UPC code. Opened software, games, and videos may only be exchanged for the same title.”

The only person who opened the unit was the person at your store to see if everything was in the box. It was not a blister pack, bubble pack, or software that she was returning. The woman, Liz, my daughter dealt with at the Norfolk store told her she was a supervisor and then later denied it. The Sales Manager gave her the store Manager’s name, Mr. Miller, but calling him doesn’t seem to do us any good. I called your customer care department at 1-800-COMPUSA and was treated extremely rudely by your rep, Tanya. I asked to speak with a Supervisor and she said there were none available, but one would call me back. That never happened either.

I called the regional rep, a toll number for me, and left a voice mail message. She called me after my workday was over and left a message, sighing about seeing if she could do anything for me. She called again and was told I would not return to work until Wednesday, 26th, and to call back. But as yet I have not heard from her. Your company is not showing me regular customer service, let alone extra customer service. My daughter is in the market for a new tower for her PC and it won’t be purchased at your stores. You are losing a customer in her and even more when it comes to my family and friends. And this is all over a store credit for a 30 part. Is this truly worth it to you?

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