Best Buy & Geek Squad Policies

[DSchimpff]

Tried to return a CD purchased during the holiday period.  My child recieved the same CD from another family member (as it turns out, purchased from BestBuy).  Went to local store to return the item, and was informed that the exchange policy term had expired  (about 4 days earlier). 

The product is still in its original unopened condition.  The store is still selling the same item.  Yet the policy makes no allowances for these conditions.

I understand that no company can have "open ended" return policies (particularly when they work with electronics, components, etc), but this is ridiculous.  Apparently BestBuy is willing to risk my business (purchased several 1,000 dollars of merchandise in the past year) over a $10 CD. 

Removing myself from the email list...

[Jimmienomam]

Why didn't you return it earlier? Just as a question

[Blake-BBY Community Connector]

Hello DSchimpff,

Welcome to the forums!

I can understand why you're feeling disappointed with our Return and Exchange Policy.   

Unfortunately, we do have 30 day return and exchange period. You can view the entire policy by clicking here.   I'd like to document your situation thoroughly, but I'll need more information. 

I’ll be sending you a private message.  Make sure you’re logged in, and click on the envelope icon on the upper right-hand corner of the page to check your forum inbox.

Thank you for reaching out to us and I look forward to hearing from you.  

[pds1506]

I hate the thought of customers taking advantage of a return policy by trying to return items that are used with no box, etc.  However, when a customer has an item that is current, unopened and has the receipt, why can't common sense prevail?  The fact that Best Buy tries to make the policy black and white without looking at any grey (meaning considering exceptions by the ones) it just hard to understand.   Best Buy is struggling, I find it amazing they will lose customers over $5 and $10.   They will follow Circuit City and Borders if they don't put more emphasize on customer satisfaction.

[DSchimpff]

Same reason many of us wait...we get busy...we don't get back to the store in time.  I live 25 minutes from the nearest best buy, so making the trip means planning to go there.

[Jimmienomam]

Was just curious.

[Carol53000]

I guess I don't get it. Who hangs on to something for over a month and then gets mad when they aren't allowed to return it? You say you've spent thousands of dollars at BB so you must be aware of their return policies. Donate the CD to your local library. I'm sure they will be thrilled to get it.

[kst8no1]

I smell a white elephant gift...

[CheapestGamer]

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DSchimpff wrote:

Tried to return a CD purchased during the holiday period.  My child recieved the same CD from another family member (as it turns out, purchased from BestBuy).  Went to local store to return the item, and was informed that the exchange policy term had expired  (about 4 days earlier). 

The product is still in its original unopened condition.  The store is still selling the same item.  Yet the policy makes no allowances for these conditions.

I understand that no company can have "open ended" return policies (particularly when they work with electronics, components, etc), but this is ridiculous.  Apparently BestBuy is willing to risk my business (purchased several 1,000 dollars of merchandise in the past year) over a $10 CD. 

Removing myself from the email list...

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Is this the only line that people who feel they deserve an exception know? Between the people with the HSBC deferred interest financing to the multitudes of people who 'didn't know about the end of the return period'(psst it's ON THE RECEIPT), every single one of these people think Best Buy owes them something and should make an exception for them 'just this one time'.

But if you do it for one person, then what's to stop other people from coming on here and saying 'well you did it for THEM, why not for us?'?

Personally I'd love to see one of these folks who claim to have bought 'thousands of dollars in merchandise' from Best Buy in the last year actually post some PROOF that they have. Besides which, if some of them had spent the amounts they claimed, then they would be a Reward Zone Silver member and have an even longer return period.

[oreoden]

I had simiar experience yesterday (returning a sealed video game, with receipt about a week after the return period - asked for a store credit).  What was disturbing is that I was not told 30 days, "no exclusions" until AFTER they took my driver's license and entered it into the computer.  According to this new policy here: Photo ID Policy they are tracking returns at a individual level.  If they require your ID BEFORE they state "no exceptions" it would appear that some people may receive an exception (otherwise why collect my personal information if they can't perform a return?).

I too have spent quite a bit with BestBuy over the years (bought my Sony 60" XBR TV there, with stand and extended warranty), including dozens of purchases last year.  This fact did not seem to concern the CSR or the phone representative I called.   As a consumer there is simple remedy to this behavior: vote with your dollars and make your purchases somewhere else.  To make a clear statement (and prevent me from temptation) I called customer service and requested my all my online accounts be deleted (BestBuy.com, Reward Zone, etc.).  I plan on never making another purchase at Best Buy again.  I also plan on telling the dozen or so people that ask me for advice on purchasing technology to avoid Best Buy.

It's funny.  Earlier this year I was just becoming comfortable with purchasing at Best Buy  (experience with service and policy in previous years had soured me on using Best Buy).  I was even patient and did not complatin when they messed up the "$100 reward for pre-ordering 5 games" promotion a few months ago (just check out the reward zone gamer's forum for 5 pre-order $100 promotion problems).  But it is clear they are only concerned about the bottom line.  Once they lose enough business they may start treating customers like customers instead of theives.

P.S. Some might say "why should you be treated differently?"  Well the for the simple reason that some customers are better than others (hence the Silver Reward benefit of an extended return policy).  I should be treated differently based to the number of purchase and the amount I spend.  I might not spend enough to reach Silver Reward status every year, but my overall purchase history should account for something.