Best Buy & Geek Squad Policies

[usndoc]

So...

I don't believe that this store should be tracking and storing all of my info many times over(credit car number, reward zone number, receipt number, address, phone numbers)-

Went to Best Buy, Middletown, RI 23Feb 2012 and am well aware of the return policy which clearly states that a Military ID is acceptable for a return.  Receipt was in hand, provided and was less than 30 days for returns of unopened, unused items.  When I provided a military ID, I was told- "We need a drivers license."  My response was, "no you don't, its Best Buy policy to accept a military ID."  She replied in a nasty voice "Oh, Im going to need an override."  This was followed by a "supervisor" who came over and stated "We don't want to enter in your SSN to the system, that's why we ask for a Drivers license."  My response "The military doesn't put SSN on ID's anymore as of June 2011 so type in the ID number on the back of the card."  A third person working the front desk came over and chimed in about a military ID etc...

Question- If Best Buy can't even follow their own policies- Or even be aware of their own policies, then why should I expect to be held to any of their policies?    Its not my problem you "need an override or any other extra help to enter in my ID number- Its YOUR POLICY to accept. 

Honestly wont be shopping at Best Buy unless its an emergency- Ill stick to a large retailer formerly based in WA State. 

[CrystalWoW Community Veteran]

I'm confused. Did they take the military ID? Or refuse it. As long as they overrode it if it was necessary and did it, they followed their own policy.

[Art646]

If the policy is
"Valid forms of ID accepted are: US, Canadian or Mexican Driver's License, US State ID, Canadian Province ID, Matricula Consular, US Military ID, Passport, US Laser Visa, or US Permanent Resident Card".

Why does a customer need to wait for an override when they use a US Military ID verses a DL? In the statement above both are valid forms of ID. Why is BB belittling a US Military ID? If the ID are on the same level, why does BB need an extra step (and cause a delay)?

And even if BB followed their own policy at the end, BB employees caused a delay for a customer who knew more about BB's policies than the employees. And the situation was bad enough for the customer to come here and voice their unhappiness.

[usndoc]

Art646,

Thank you for your statement and quotation of the policy.  This is not the first time I encountered this issue.  In fact, at some point last year I tried to return something and they asked for an id- I don't return alot of items and didn't know about the policy at all.  At that time I gave them my military ID and was told I needed a drivers license.  So- I complied, gave them my drivers license.  This time, yes, they did eventually input my military ID number, but why the heck should I have to quote policy, have 3 people muttering under their breath/calling for overrides etc when IT IS BEST BUY POLICY.  The attitude I received was totally unacceptable.  The correct response when I provided my Military ID, receipt and items should have been "Thank you, we will gladly process your return since you have met all parts of our policy."  The response I read above seems to make it seem as if the ends justify the means- I got them to accept my military ID so regardless of how much of a hassle it was, Best Buy is a great customer service oriented organization.  The reality is, Best Buy staff should come on here and say- It appears to be a systemic issue, one that training may resolve and we are working to affect a solution. 

[Ryan-BBY Senior Social Media Specialist]

Hello usndoc -

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

[usndoc]

Anxiously awaiting- Must be distributing the policy to the employees of the store now and getting them all trained up cause Ive had no contact

[usndoc]

Sadly, still no contact. Im going to ensure a copy of this forum post ends up in my letter to Lisa Smith. I find it deeply troubling that a company would have a forum, have me point out a very troubling consistent violation of company policy and fail to respond. An easy response would be "We are looking into this and passing on your concern to management- We will ask them to be in touch with you." How hard is that to say and do? Sad.

[RealGeorgeW Emerging Expert]

I've personally returned 2 items in the past 3 days, both times used my military ID, as I leave my DL in my car.

First time, the mentioned override was requested, and added a grand total of about 20 seconds to the transaction, today, an override was not needed, so perhaps their system has been updated to reflect the actual policy.

[usndoc]

Glad your store follows corporate policy- Obviously mine doesnt.

[Jimmienomam]

It's just the software that needs updated. I am sure they will fix it shortly. They aren't saying your military ID is less, just that whoever coded their software wasn't smart enough or overlooked making a military ID not need an override.