Best Buy & Geek Squad Policies

[exhale1913]

I  have made countless phone calls to customer relations and bb.com, only for the final answer to be that there is nothing that can be done....

I received a Zune MP3 player from my brother-in-law for Christmas.  However, instead of a Zune, I would like an i-Touch. 

Because my brother-in-law purchased the Zune from bb.com, it can only be returned by putting purchase value back to my brother-in-law's credit card.  This takes the gift, out of my possession and gives it back to my brother-in-law.  Not to mention, that I really don't want to throw it up in his face that I don't really like the gift!

Now had he made the purchase from a best buy retail location, i would have gotten a gift receipt and could have taken back to the store for an exchange....no problem, but because it was a bb.com purchase, there is nothing that can be done.

While it is CRYSTAL CLEAR that that is CLEARLY a flaw in the gift return process for bb.com purchases...."there is nothing that can be done." Do something about this! PLEASE!!

Unbelievable.... Not to mention that i've been going round and round between customer relations and bb.com for 3 weeks!!

Typically, I shop around for the best deal, and it's price that determines where I purchase items, but because of this experience with best buy, and the non-chalant attitude of "I'm sorry, but this the policy," rest assured that I will NEVER, EVER, as long as I live, buy another thing from best buy PERIOD!!!!

Message Edited by exhale1913 on 01-15-2009 11:43 AM

[collegekids]

did you tell them that you got it as a gift from best buy . com? because if you did yeah unfortuatly i guess they have to do this.. but there is a way around it. so if you are willing to go back in to a bb.... go in and said you just flat out recieved it as a gift. they will do it as a no reciept return and give you store credit... no big deal... they should allow it.. i would take care of the customer with this economy, no business can afford to lose another one. but if they give you a wierd look or anything tell them that you would like to exchange the gift for a ipod touch.. i am not sure if there is any dollar amount difference that you would have to pay between the two..
and if they still give you a hard time go to the mod... and ask them for help... they should have no problem..
I HOPE THAT HELPS!!!!!

I am not an MOD or COPORATE~~~~ i am just trying to help lemme know if you have any more questions.

[exhale1913]

I was told that because of the $ of the item, there cannot be a no receipt return or exchange.

[collegekids]

unless it was ten thousand dollars.. whoever told you that was pulling your leg... they are completely wrong... it gets rung in at store credit/ a gift card so it shouldnt matter.

[Elizabeth-BBY Community Supervisor]

Dear exhale1913, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Dorothy-BBY Community Supervisor]

Hello exhale1913 -

As a person who has at many times received a gift that was not "quite" what I wanted, I can understand your situation.  While I must stress that the policy of returning a product to the original form of payment is put in place to protect our customers, I can understand how it could become a hassle if one had a gift that you were unable to exchange and no way to get a gift receipt because it was purchased online.  

As collegekid implied, there can be exceptions made in certain situations.  However with the limited information I have, it is unclear to me at this time if that option is available.  I would like the opportunity to possibly turn this poor experience into a positive one, so please keep an eye on your private messages.  You can check your private messages by first ensuring you are logged into the forum, then clicking the envelope in the upper right hand corner. 

Thank you, and I look forward to hearing from you. 

Dorothy

Community Connector

Best Buy® Corporate