Best Buy & Geek Squad Policies

[dannyjmc]

My daughter, who lives 500 miles away,  bought me a game online for my birthday.  I already had the game so we drove to our nearest Best Buy store, 45 miles, to exchange it.  When we got there we were told that we could not exchange it, could not get a gift card, could not get a the money for the game.  We could however return the game and have put back on the credit card that was used to purchase it.  I again explained that it was a gift but again was told the above options.   We opted to return and have the credit returned to the sender's charge card.   We then left the store and will not return, nor will this family, who in the past has made several large purchases from Best Buy, ever buy anything from Best Buy again.

Not only did I not get my birthday present, my daughter forfeited her shipping and handling cost, and I wasted $15 in gas and 3 hours of my time trying to exchange a $30 game.

[Dorothy-BBY Community Supervisor]

Hey dannyjmc, 

I was dismayed that you had such an ordeal with exchanging your birthday gift.  While the situation you went through sounds difficult, I would like to explain some of the reasoning behind the experience you had. 

Best Buy® is highly committed to the protection of all our customers.  For BestBuy.com purchases, purchases can only be returned for credit in the original form of payment; this is a method of protecting our customers from identity theft or fraudulent use of credit cards.  While at times, this may be inconvenient for a gift recipient, we do believe that our customer’s credit security is of the utmost importance.  Customers are able to obtain gift receipts for their in-store purchases, which allow the receivers to receive store credit for the purchase price within the return/exchange timeframe, and we also have an extended holiday return policy to allow greater flexibility for gift-giving. 

Still, I am sorry this experience left you with such sour feelings about Best Buy, and I would like to the opportunity to make this right with you.  Please watch your private messages for further communication from me.

 Sincerely,

 Dorothy

Community Connector

Best Buy® Corporate