Business ProfileforThe Kroger Company

I purchased a pair of wired headphones at Fred Meyer, which turned out to be defective. The item did not work when plugged into my **** controller. I went to return the product to Fred Meyer. However, the associate refused to accept the return, stating that the **** **** included w/ the headphones made them ineligible for a return. She explained that the **** **** was considered software, which, according to their interpretation of their return policy, cannot be returned. I was very frustrated because the return policy posted at Fred Meyer does not specify that items with software or subscriptions attached are ineligible for return, and it specifically allows for the return of defective products. The policy posted clearly states that defective items can be returned for a refund or exchange, and nowhere does it mention that a product with a **** **** would be excluded from this return process. The policy says that opened items that are like-new and returned with all essential items are eligible for an exchange or refund, & defective items can be exchanged within 30 days. Given that the headphones were defective & opened, I was still expecting to follow this policy and return the item. However, I was told that because of the **** ****, the store could not process my return. This return policy does not specify that a gaming accessory like headphones with a bundled **** **** falls into the same category as software. It feels as though the store is arbitrarily adding their own restrictions to the policy, which contradicts the clear guidelines laid out on the Fred Meyer website & at the store itself. I am being unfairly denied a return, & I believe that the store is acting outside of its posted return policies. I feel misled by the store’s policies, which do not mention any exclusions that apply to the product I purchased. I respectfully request that my return be reviewed and completed according to the store’s stated return guidelines. It would be much appreciated.