Best Buy & Geek Squad Policies

[Sacsanchez]

On 1/7/11 I went to my local Best Buy to purchase a washer and dryer I researched on Bestbuy.com. This Best Buy has a Pacific Sales inside but they told me they would match the online price, use my Best Buy credit card and give me reward zone points. No difference between what i wanted and what i was getting. Spent $2400. The washing machine doesn't do a hot or warm wash like it claims. Only lukewarm. Apparently a known problem with this LG model. Went yesterday to exchange for a different model -- within the 30 day exchange period. But they want to charge me up to a 50% restocking fee!!! I'll eat the delivery and pick up fees but will not spend $ to "restock" a machine that doesn't do what it claims!!! The entire purchase process was positioned to give me a "Best Buy" experience. NEVER was I informed of a difference in exchange/return policies. Just two weeks prior I spent $3500 on a TV at a Magnolia inside and was told the Best Buy 30 day return (won't need). I was duped and should've bought from Lowes or Home Depot or Sears. Beware!

[Ryan-BBY Community Connector]

Hello Sacsanchez -

Jesse from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Sacsanchez]

Thank you. I will be waiting. It's unfortunate because I want to EXCHANGE-- and most likely for a higher priced model which I will pay for. I just want to be able to do a HOT wash. Kill germs, sanitize clothes. Doesn't seem like an unreasonable expectation from a $1200 machine with a hot setting. But if they require a restocking fee I will RETURN it and buy elsewhere.

[redbarron55]

Quick while you still can return the machine.

[Sacsanchez]

Still have not heard from BBY Jessie nor Pacific Sales to set up an inspection. Called again today and Dave the PS manager at the mission viejo store had the nerve to rudely say I can't exchange because "I don't like it" and 50 % fee is in place. What nerve! I clearly told him the defective unit doesn't do a hot or warm wash. This is NOT a matter of a "little woman changing her mind". Would he say that to me if I was a 6 ft man? no! I've seen other posts of how poorly BBY treats women. I now am starting to believe it's true.

[Sacsanchez]

Still have not heard from BBY "jesse.". Pac Sales is insisting a repairman look at the washer this Saturday. If I do not get a resolution (unit exchange) I will be taking Pac Sales & Best Buy to small claims for deceptive practice and violation of CA's consumer protection act.

[Jesse-BBY Community Connector]

Hello Sacsanchez-

I hope this finds you doing well and having a great day.  I apologize for the lateness in my response and I appreciate your patience with us.

I am sorry to hear your washing machine hasn’t been working correctly and I can imagine the frustration that has caused you.  While you purchased the units inside a Best Buy store, the purchase was actually through Pacific Sales which has their own set of return exchange policies.  I know this can be confusing and I apologize if this wasn’t made clear at the time of purchase.

Was the technician able to find anything wrong with the unit, or was it something in the settings that needed to be changed?

Respectfully,