Best Buy & Geek Squad Policies

[M_Aguilar]

This is a copy of the Email I sent to Best Buy today.

Today I left your store (#393) dissatisfied with the service I received and I don't know that I will return. I received a Video Game from your store for Christmas with a gift receipt "just in case". Well "just in case" happened and a competing store had the game for 20 dollars less the next day. I decided that this time your competition would win out on this one deal, sometimes you win, sometimes they win. I went to the store with Gift receipt in hand but I was told I would not be getting the money back but a gift card and the game was still overpriced compared to the competition. I asked to speak with the manager and explained the situation. Linda told me she couldn't help me, it was store policy and there was nothing she could do. I don't need you to have managers who can't help me. I don't think you need to have managers who can't help your customers. I went to you to buy my TV, I went to you to buy my nephews DS and then my sister DS and then her laptop, I go to you for gift card and electronics and I tell people when they ask, to go to your stores because they are very good. I wont do that anymore. You've lost a customer and maybe only one of millions, but a customer none the less. I will tell my family to please not give me gift from your stores, I will recommend others stores if they ask. If it comes up I will let people know what happened and that you Could not help me.

[QuantumThunder]

Im just confused why you felt you had to go to the competitor for the lower price, why couldnt they just price match it for you?

Also the reason for the store credit/gift card is likely because the original purchaser bought it with a credit card. Only two options on refunds are back to the original credit card or store credit...They cant just refund a credit card purchase to cash, its impossible to do in their system...

[CrystalWoW Community Veteran · Accepted solution]

It is because they had a gift receipt. Gift receipt = store credit back. If you had a regular receipt you would get the original form of payment back. 

[M_Aguilar]

I did in fact explain the reason i was trying to return the game and even asked if they could price match. They could not apparently. 

I understand the policy, i understand the manager couldn't do anything, i just wont support a business where a manager cant do anything.  This is a massive company that doesn't care, but they should. Take the "loss" which wouldn't even have been a loss at all, just do whatever it takes to keep the customer happy. 

[QuantumThunder]

Your not going to find many large chain stores where joe manager has the ability to manipulate the computer system to do "whatever they want"