ComplaintsforPicasso Pawn

• Initial Complaint

  05/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My issue with this company is that we bought the game system yesterday and they do not have no game to show us how to do it work and we go buy a brand new game from GameStop because they didnt have PS five games in the pawnshop and he sold it to ** for $455 and we tell them that it was not reading this correctly and then they put a PS4 disc in there and say I would work time so he did not want to buy the system back that he already had in the store and then he underbite it for $300 and told ** he would not take it back I would like the rest of my *********** I was going to be taken out papers for discrimination rights against me and my boyfriend in the store.

  

  Business response

  06/06/2023

  At the time this purchase occurred, as with all our sales we offered the customer a warranty via our ********************** Promise. He declined.  We tested the console when he purchased the unit and showed him that it worked.  The following day, he brought the system back stating that it did not read a brand new PS5 disc. He did not have that disc with him to recreate the error.  We successfully operated the unit with a PS5 game from our inventory and also with a PS4 game. The customer still insisted that we refund his money. 
  
  We sell our merchandise at a deep discount to new prices.Because of this our policy, which is posted in store and on our receipts, is that unless the customer purchases a warranty, all sales are final or AS IS. In no case do we offer refunds.  This was stated on the receipt the customer signed when he made the purchase. Since it is against our company policy to offer refunds and he did not opt to pay for the warranty, we offered to purchase it back from him, which he chose to do.   

• Initial Complaint

  09/16/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On Monday September 12, 2022. I purchase a Saxophone body from the pawn shop. It was just the body, no mouth piece, harness, or case. The guy explained that if I wasn’t able to find a mouth piece that fits on ******, I could bring the Saxophone back and get my money back. He did not explain that I would get half of my money back or I would need to purchase the warranty. I brought the Saxophone back on Friday September 16, 2022. I was told by the manager and other employee and the same employee that sold me the saxophone that I would not receive my full money back for the purchase because I didn’t have a warranty, but I could sell the saxophone back to the pawn shop for half price. After telling the manager that this is not what was explained to me he told me he didn’t care and that’s their policy. They guy also pointed to a sign on the wall that didn’t specify needing a warranty. After looking at the sign himself he clearly stated that it’s not listed on the sign but I should have been told. The guy that sold me the saxophone told them both that he didn’t explain the warranty or that I would only be eligible to receive half of my money back. On my receipt it doesn’t specify that you’re unable to receive a full refund without the warranty. Nor does it state a warranty is required to receive a refund, it strictly states NO CASH REFUND.

  

  Business response

  10/18/2022

  We trade in used merchandise. We offer previously owned merchandise at significant discounts to retail prices. This adds value for our customers. We have built into our business model an accommodation for those who wish to have the option to exchange merchandise should they change their mind about their purchase decision. Allowing the customer this choice keeps our prices reasonable.
  Because it had no accessories, we priced this Saxophone at $179.95 which is much less than a new one. The customer told our associate that she could find a mouthpiece on ****** and asked for a discount. We discounted it an additional 33.33% or $60.00 She paid $120.
  At the time of purchase, we offered her the option to purchase our warranty for $12.00. If she had purchased the warranty, she would have had the option to exchange the item at any of our 8 locations for up to 90 days. She declined the warranty. She signed the receipt. In her complaint she acknowledges that the receipt states “ALL SALES FINAL”
  When the customer returned 5 days later demanding a refund, we referred to our policy that we do not give refunds. We also pointed out her decision to decline the warranty.  She then became belligerent, made several threats, and then walked out the door.  

  Customer response

  10/18/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  The man did not explain the warranty option to me. This is a lie. The man also explained that I would be able to return the saxophone and receive my money back. He never told me that I would need a warranty in order to receive my money back for the purchase. He even admitted in from of his manager and other co-worker that he failed to explain the warranty to me and the manager said that he did not care. Admit that you messed up. 
  Sincerely,
  
  ******* ******

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