Best Buy & Geek Squad Policies

[khlinnnn]

Today I went to Milpitas CA Best Buy store to exchange iPod touch 32GB to iPod touch 8GB and get the remaining balance to store credit back since I got 32GB one as a gift.... So, I double confirmed with the retrurn cashier "John" the balance amount will be go to the store credit, not return to buyer credit card. He said "YES" and made the transition. But, it actually was credit back to the buyer credit card somehow. So, they tried figure out how to get the balance money back into store credit. After an hours of standing in front the return desk, the solution is they can't do anything until tomorrow. The solution is take 8GB and go home to wait their response tomorrow. Their Customer solution Manager Wade {removed per forum guidelines} can't guarantee me to get the money back even they know it was their fault initially.... What a waste of time to spend hours in store then not get any solution and our iPod touch downgraded from 32GB to 8GB... Milpitas Best Buy store manager can't make any decision on anything why we need this manager in store to help customer to resolve such amount (<$100) store credit problem. I even offered them to take my 32GB back, but he refused and only allow me to get away with 8GB and wait for tomorrow his call back if I can get store credit or not. What Milpitas Best Buy store serve for me if they cannot find the solution till tomorrow even it is their fault??? BAD CUSTOMER SERVICE from this MILPITAS Best Buy store. Very Disappointing!!!

[Ryan-BBY Senior Social Media Specialist]

Hello khlinnnn-

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

[khlinnnn]

Another day, no one return a call from Milpitas Best Buy store regard on the store credit return. It is clearly know that was a mistake from the Best Buy.... Last conversion with Wade said that they are still trying to get the system fix....sxxt....and return me a call. But never after from last call yesterday noon. In my opinion, Milpitas store manager is hiding away from this problem to step out to resolve this problem (even it is from his/her pocket if the company can't do it anything). If store manager can't make decision, why need of having him/her in this store when employee make mistake and customer is unhappy situation. There are many useless people who aren't responsible to their job role in this Milpitas Best Buy Store.

[DanK Best Buy Employee]

It doesn't have to do with making a decision -- it's the way the systems work in order to combat fraud/theft returns.

[khlinnnn]

Why don't you put the situation on yourself to think about it? I don't care how Best Buy Co. System work out to get my money back, the mistake was make by Best Buy Milpitas store and they should have solution from us on the same day it happen. I guess Best Buy never feel from customer side (how to give back money/store credit from Best Buy first and system fix later) but only think about from their side (how to get the credit back from the online buy credit card). Now it is 4th days since the issue happen and not solution or return phone call to me update the status. Shame on Best Buy such a big company, especially Milpitas CA Best Buy store!!! Even you give me store credit back (<$100), credit will need to spend in Best Buy store.... Not sure why big company scare to give back credit to me from their mistake.

[hockeycanuckjc Trusted Contributor]

Hi khlinnnn

The reason you have not had a response from a community connector yet was because it's the weekend. and responses for each person typically vary 2 - 4 days at most. They do work as hard as they can to get to everyone so just be patient

[SarahT-BBY Community Connector]

Hi khlinnnn,

Thank you for your patience in awaiting a response from me. I can certainly understand how dismaying this issue has been when you have been trying to return your gift for store credit.

There are a couple of issues in play here. First of all, we do offer gift receipts at our store so that when someone gives a gift, the receiver of the gift can take the item back to the store for store credit without any problems. Second, if a customer does come in with a product and a receipt from a credit card that is not there own, our store policy requires the item to go back to the original form of purchase. This is done to protect the card holder's purchase and money against fraud. This policy is detailed online, in store and on the back of our purchase receipts.

Therefore, if the store was going to somehow be able to return the item for store credit for you, in this case it would be an exception you would need to work directly with the store on. I realize that this is not the answer you wanted to hear and I am very sorry it has caused so much difficulty for you, but we do need to keep our safeguards against fraud and theft in place at Best Buy.

Please let me know if you have any questions or have any further concerns.

Sincerely,

[khlinnnn]

Finally got the store credit back from Milpitas Best Buy store. It should have done this on the day issue occur. They admitted it is their fault but it took them few days to credit back.