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I purchased in-ear headphones on 2/4/2010 from Zoom Systems "Best Buy" kiosk at Palm Beach International - items did not fit, way too big for ears. I contacted the company on 2/6/2010; they stated that this did not fit their return policy, and that I'm stuck with them. I explained that the defect was that they don't fit in any ear, in my entire family. They stated a supervisor would call me on 2/8/2010. No one called. I contacted the manufacturer who stated that I should contact the Attorney General.
This company is using the Best Buy brand to sell its products. My wife and I entered a Best Buy in Long Island, NY to seek assistance with this - we were told by the rather nasty saleswoman that she never heard of a Best Buy Express kiosk, and that Best Buy doesn't sell this product, that's when we went to the back and brought up a pair of the ear-headphones. I am look for guidance with this - we cannot use the ear buds at all - I would even take a credit from Best Buy. However, Best Buy must look at the operations of Zoom Systems, their BBB rating is an "F" - and again they are under the implied auspices of Best Buy.
I exchanged emails with the President of the company - I took a shot at his unpublished email - he stated in his reply that they have the Best Buy return policy - I told him thats not true. He said he would have one of teh executives follow-up. That was weeks ago - never heard a thing from them!
gower.smith@zoomsystems.com
Best Buy called me back and explained that they have nothing to do with them - and that I am basically screwed.
The only good guys out of this? I went to a BOSE retail location and they gave me a store credit.
In teh end - STAY AWAY FROM THESE KIOSKS! They come in many forms. I made my complaint with the AG of Florida, BBB, and consumer affairs. Enough complaints this will come public - or when someone from the media has a problem with them, then a story will be published.
Follow-up: BBB Contacted me today and informed me that Zoom Systems refused to answer their requests into my complaint. The case was closed and Zoom Systems continues to have an "F" Rating.
http://www.bbb.org/greater-san-francisco/business-reviews/electric-equipment-and-supplies-retail/zoom-systems-in-san-francisco-ca-79874
Again, this is a company that is an absolute fraud IMHO. I also believe that Best Buy needs to accept some responsibility in all of this. The attorney general in Florida deferred the case as well. Once again consumer protection does not exist!
The complaint has been investigated and resolved to the customer’s satisfaction.
I made the same assumptions, but also noted a statement on the screen "30-day risk-free trial". this is for the Bose QC15s. I would consider keeping them if they had a passive mode, but I guess their sound isn't good enough for that.
In any case, ZE accepted the return "without question" and I made sure to tell the rep that they are open and not defective. He explained that this is a bose policy, not theirs. so I wasted 20 mins on the phone with Bose because I was scared off by the ridiculous return policy on my receipt.
I really can't believe that they don't have to automatically show you the return policy. Luckily I was saved by Bose, but any other product in there. . . get that info out!
BE CAREFUL. Just because the machine has Best Buy emblazoned on it, doesn't mean it's really run by Best Buy. I also purchased the Bose MIE2i earphones at a Best Buy Express kiosk while I was working in Vegas. Seeing the Best Buy sign and knowing their reasonable return policy I was comfortable with making the purchase. As it turns out the earphones didn't fit, didn't sound good and didn't block outside sounds (which I needed). I took them into a Best Buy in Los Angeles to return and the clerk there spent 20 minutes trying to do a refund. After being unable to process it, the manager pointed out the statement on the receipt about " Best Buy Express returns only unopened or defective products" printed on the receipt. He apologized but was unable to process the return. Upon calling I got the same statement from the Zoom Express people. The Customer Service (ha) rep pointed out that the policy is available for review on the machine. I explained that I was aware of "Best Buy's" policy so didn't feel the need to click through all the pages on the machine. At first he declined the return. I insisted stating I would dispute the charge on AmEx. He agreed to "escalate" the request. I was called later that day and offered a "one time waiver". They send me a UPS label and Case form to return the item.
Completely agree. These guys are dodgy. I bought some earphones from a kiosk that had 'Best Buy' emblazoned all over it. I automatically assumed that they had the same return policy as Best Buy, which is return within 30 days for any reason. When i contacted their customer service to return the product they told me they would only accept unopened or defective products. Mine wouldnt fit my ear so that didnt qualify. I complained to the Gower mentioned above and included Jen Millard below (jen.millard@zoomsystems.com - Tel 415.235.3021). Eventually they returned my mail and we had a call with Jen where she explained it was all Best Buys fault. She then committed to give me a refund. Still waiting for that
I purchased an Emergency Charger for my Blackberry in the Minneapolis Airport Terminal on Friday July30th. Paid $32.32 with tax and the device did not work. I called the "Customer Service Center" and they were glad to try to help as long as I could spend the money on a box to pack they would send me a UPS label to take it to any UPS Center. I replied I will not spend any more money and not get reimburssed for it! They said they would not pay for the box. I took it to my local Best Buy in Maple Grove Minnesota and explained everthing to them and they could not/would not help me...so I left the device with them at the store.
Came home and did a little research in the computer and found alot! It is a very small world...in my business...in the "General Merchandise Closeout" business. But any way, I emailed Jen Millard who is the Executive VP Brand & Channel Development for Zoom Systems.(jen.millard@zoomsystems.com)...my email has all my info at the end...including my phone number. I also copied Bruce Quinnell from Tuesday Morning Stores ...headquarters in Dallas. Amazing...Jen Millard called me with in 10 minutes of me sending my email to her and Bruce. She just happened to be at her hotel in Minneapolis and was going to have an appointment with Best Buy on Monday morning August 2nd about these sorts of problems and she explained to me that ALL Best Buys should be able to accomadate all returns and problems...they just don't want to. I will have my credit Monday as well and she will send me my reciept. Now I have her cell phone as well!
Now I intend to take all this information to the local Best Buy store and asnd put egg all over there faces for wasting my time! NO MORE BUSINESS FOR BEST BUY FROM ME!
We need to get together and sue. This company is a fraud.
They do not even have a contract with BEST BUY! I am a victim as well from another airport.
I also purchased Sony earbuds from this scam vending Zoom Systems When i called and told them you have to have elephant ears to fit these earbuds They said they would not reimburse me for the product So I am stuck with this product. I will be calling JFK Airport and tell them about Zoom Systems In their Airport,