Why did I have to pay MORE for a smaller microwave that I bought due to exchanging a defective one?

Question

I bought at Sharp 1.3CU microwave on January 18th, 2014, which went bad today. I took it back to the store for a exchange. Upon entering the store, carrying this microwave, I got to stand in line for about 3 minutes, holding this microwave. Understandable, if I wasn’t the only person in line. Three associates were at the desk, one was on the phone, one was a Geek Squad member, the third scribbling on a sheet of paper. At least two of them made eye contact with me while I stood in the rope line, all alone, holding onto a microwave. So, finally about 2-3 minutes later, an associate makes time for me. The exchange process went well, since the item was still under warranty. I was told that there was no inventory of the one I was returning, so I could get store credit to get a different one. I thought this was strange, the store credit, as she was able to print off a copy of my original receipt because I used my BB credit card for the purchase. In any case, I took my credit and went back to appliances. I found what I thought was the same exact model I just returned. Having worked in retail myself in the past, I knew that at times the computer isn’t always accurate to what’s on the shelf. A young man working in this area was super helpful and carried it up for me. I wish I got his name, because he was awesome. Now, for the best part. I got a new microwave, same brand, same color, same style, but .2CU smaller than the one I just returned…and HAD TO PAY MORE for this smaller microwave than I did for the larger one…so not only did my microwave crap out in less than 60 days, but I had to pay more for a smaller one…doesn’t make much sense…

Answer 1

Hello RyanJustice,
In my house, a microwave is a must have!  I am a popcorn fiend, and I can’t imagine having to go without one for a long period of time.  While we may not have had your exact model in stock, I’m glad to see we had a microwave that was quite similar to the one you originally purchased. I can see how a price difference might be confusing though, especially as the replacement was slightly smaller than you initially bought.  I’m sorry for the frustration this has caused.
When units like yours fail under manufacturer’s warranty, we usually either send them out for service or exchange right in-store. If we exchange a unit, typically a refund via store credit would be issued up to the purchase price. From here, it may be redeemed towards the purchase of a new one.  However, we can’t process a refund exceeding the original purchase price, and if the current model you chose was more expensive, additional payment would be required.  This means that if your original microwave was on sale for less than the current price of the new one, you would be subject to paying the remaining balance.
If you have any questions, please don’t hesitate to ask.
Enjoy that new microwave!
Alex|Social Media Specialist | Best Buy® Corporate
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