I bought a new, all-digital, PlayStation 5 from Target.com around black Friday. After getting it (which by the way, it came in nothing other than the product box, inside of a fairly large shipping box, zero packing paper/ packing peanuts, bubble wrap etc, so plenty of space for it to bounce around and potentially have gotten damaged in transit), over the next few weeks, this being the first PlayStation product I've had in a long time, it wasn't until after getting it and trying to buy a digital game to download onto my all-digital console, that I then found out that all PS5 digital games can ONLY be bought from the PlayStation store, where they are often much more expensive than the disc version of the same exact game. Because of this, I reached out recently on like 12/26 or 12/27 to talk with target customer support via chat support. I reached out because I wanted to exchange the product for the disc version of the PS5 and just pay the difference as the disc version is a little more expensive, or just do a return/ refund altogether. I found out during the chat, that apparently, this particular product can ONLY be returned in person, that there is no mail-in return option, which I didn't know but the chat support rep said that it says it on the product page and it's on their "return policy". I explained that I didn't know/see that, and I DON'T DRIVE, and that the nearest Target store to where I live is about an hour and a half away, at least, and I HAVE NO WAY TO GET THERE to return it in person. Anyway, they still gave me the customer support phone number and suggested it would still be worth calling as maybe they could do something since they can "do more" than chat support can. So I called phone support on (Sat. 12/28/24) and spoke with someone named Geo, who I explained and referenced that chat convo to, she reiterated what the chat person said and there was nothing she could do, so she said she was going to escalate me to their "Senior Specialist", once I got him, "Benjamin", he was zero help, sounded like he really didn't care (going "mmmhhmm" at multiple points type stuff - he couldn't care less), and reiterated that its "policy" and the only way to exchange or return this product would be in person to a Target store. I filed a Better Business Bureau complaint against them where they also referenced their "policy" again, and said that they "consider the matter closed". Below was my response to them in the BBB complaint, they won't care though, they're a giant multi-million, if not BILLION dollar company who couldn't care less about a few thousand unhappy customers here or there (based of they're measley 1.5 or so star rating on here out of like a 3,500 or more reviews).My BBB response, to their response, to my compliant:I think it is highly unfair and unreasonable to expect someone who does not have a car or drivers license to somehow get to a store that is over and hour and a half away, somehow return a product that could just as well, and SHOULD BE ABLE TO, be mailed, simply because the business has a "policy" about it. These days businesses, doctors offices, agencies etc, seem to be ALL ABOUT their policies, as if having a "policy" about something is the END ALL BE ALL.I understand that Target is not willing to do anything about this and considers the matter closed so I'll just have to deal with that, I will however be additionally filing a compliant with the FTC, just for good measure, as this is unfair business practices, and I want Target to know I will NOT be buying ANYTHING from them in the future! This is a stupid and UNREASONABLE policy!I also want it on the record that on their response saying that this item has 30 DAYS to be returned is incorrect as I was told when I initially contacted customer support that it had until sometime in late January 2025 to be returned or exchanged.Either way, I wot be be able to and do not accept their response as satisfactory because it does not resolve the issue, it simply dismisses it.Additionally, I never received an email with a transcript of the initial contact I had with Target Chat support.Target is one of these big corporations that doesn't seem to care about being the LEAST BIT flexible with the people that GIVE BUSINESS to their company, and finding a way to accommodate someone who doesn't have the means to, for example, travel over 60 MILES JUST TO RETURN SOMETHING TO A STORE IN PERSON because that is the nearest one, and who is also disabled.Poor business practices, poor customer service, and overly restrictive and STUPID POLICIES on their part. I'll be sure to buy elsewhere in the future and to let friends and family know to avoid buying from them due to stuff like this.
