Restocking fees ...

[MXGratefulDiver]

Hypothetical situation ... you purchase a piece of scuba gear that turns out to be defective. When you return the gear, the LDS owner refuses to refund your money, instead offering store credit ... minus a 15% restocking fee.

I realize that this is common practice in our industry. I also realize that dealers are often caught between unhappy customers and manufacturers who really don't go all out to support their products ... and that their margins and volume make it impractical for them to "swallow" the cost of some fairly expensive equipment.

How would you react? What are your thoughts on the legitimacy of this practice?

I'd like to get the perspective of both sides ... the consumer and the merchant.

No "flaming" please ... let's just explore how our industry operates, and why ...

... Bob (Grateful Diver)

 

[DiverBizz]

If the item is defective the restocking fee should not apply. I would not expect to pay for something that the manufacturer should take care of in the first place. If I just didn't like it or whatever other excuse I have, then I would have to pay the restocking.

 

[Daveo957]

I dont believe there is any excuse for not givng a full refund on defective gear.
You should do nothing short of going completely out of your way to take care of the problem without it costing any thing extra to the customer. Not a good way to do buisness.

 

[Gombessa]

Defective gear: no store credit, no restocking fee.

Didn't like it: the shop has more leeway in setting a policy that minimizes loss and discourages abuse of buy-use-return tactics.

 

[mike_s]

I agree.... if it's defective upon purchase and you return in a reasonable amount of time, then there shouldn't be a restocking fee.


Would this item be an OxyCheq Raider III or IV light that is defective that you are returning and getting hassled from the shop on? (Not a flame... just because it seemed that there was enough screwed up issues with that light that I don't blame you for wanting a refund).

 

[Doc]

Is this a concealed carry state?

I doubt it.

 

[Jasonmh]

If the item is broken or defective it should not be put back on the shelf anyway... therefore I would not expect to pay a restocking fee if I were in that situation.

 

[Doubler]

Washington is a concealed carry State.
If the item is defective they should have exchanged it at no charge. They ship it back to the manufacturer and they get a replacement for the item at no charge. They may have to pay shipping but that is the price of doing business. When they sold you the item all of that was rolled up in the price. A Re-stocking fee should not apply because why would I re-stock a defective item. In this case you should have gotten an exchanged item or a full refund.

 

[Saltwater Junky]

When a product is defective a full refund or replacement is due. I haven't come across anything to the contrary.

 

[J.R.]

I agree with the rest... if defective... no charge.

... just out of curiosity, was there any sign that indicated this "re-stocking fee"? Years ago I worked at a small Mom & Pop computer store... it played the same game... after one customer pressed the issue we discovered that without a sign clearly stating return policies "the law" anticipated a "full refund"... But that WAS years ago... things may have changed...