Best Buy & Geek Squad Policies

[BYEBYEBUY]

 I'm posting on here in the hopes that someone within your organization will read the complaint and come up with a solution to the problem. In January 2011 I purchased some items at your Cranberry Twp, PA location. While entering the order the sales associate had an issue with my Best Buy card and entered a manual transaction. The account that he used was not my account, it was my sons. At the time I did not realize that any mistake had been made. We never received any billing for the purchase, not worrying because it was bought on a 3yr SAC promo. My son , on the other hand, noticed after a time that he was being charged for items that he did not purchase and contacted BB and HSBC to dispute the purchase. HSBC decided that it is binding because I signed for the material purchased, and because I cosigned for my sons initial BB card when he was 18 (5 years ago) he is responsible for the purchase. I disagree and I have been trying to get the charges removed from his account and put onto mine since late November, only to be told at every turn that this can't be done. Best Buy's employee made the error of choosing the wrong account, not me. Best Buy should be able to credit the sale off of my son's account and rebill me on mine. I don't understand why two corporate giants cannot fathom such a simple transaction. I have visited the store where I purchased the items 4 times and talked to 4 different CSR's that say it can't be fixed at the store level. I have spent hours, and I do mean HOURS, on the phone with BB and HSBC customer service doing the we can't help you dance with no results. Hopefully, this was not another effort in futility and maybe it will produce results. I do know that I will no longer be a customer of Best Buy's moving forward.    

[Jimmienomam]

I agree it is a weird situation, but it's not as simple as you think.

The only way they can refund the money is to refund the product. Considering it is past the 30 day period the manager would be running the risk of corporate seeing him override transactions that late. So he passes you to corporate.

Corporate realizes that this is a very unusual legal situation. There's a lot of loopholes that can be used when transfering products like this. All you would have to do is say that you did not receive the product you purchased and dispute the charges. You would most likely win because there would be evidence that you didn't get any of the product on the cameras. Likewise this is another tactic that deadbeats use to avoid interest charges and use for CC scams. Corporate just knows the seedy side of it. As such I don't necessarily fault them for not doing it.

Considering that from what you said, it seems to be a cashier fault I hope that the Mods here can help out. It normally takes 3-5 days for a mod to get to your particular case.

[Ryan-BBY Senior Social Media Specialist]

Hello BYEBYEBUY -

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

[Melissa-BBY Senior Social Media Specialist]

Hello BYEBYEBUY,

It sounds like you have been in quite a frustrating experience trying to pay for the purchase you had made last year. I am sorry to read that after all of the contacts you have made between HSBC, the store and our offices, that this still has not been able to be resolved for you.

I am puzzled at how the cashier would have miskeyed the card information to apply the purchase you were making to your son’s account. However, with you being on both accounts, this would likely have been a mistake. The fact that you had not been receiving the billing statements from HSBC however, would have been the first clue that something was wrong, as though the purchase was made with the financing promotion, minimum monthly payments are still required to keep it this way.

It does seem that this should be something that could be corrected, but with the time that has passed since the purchase, perhaps not as easily as expected. That being said, I did review the previous contacts to our offices, and from what I was able to see, it had appeared that things should have been corrected last month. I have reached out to the store to see if they can look into this again and determine what may be happening. As soon as I hear back from them, I will be certain to let you know via private message. To check your private messages, first verify you are logged into our forum and then click the envelope icon in the upper right corner of this page.

Sincerely,

[BYEBYEBUY]

Melissa, Two weeks and not a peep from you or any of your cohorts at the local branch. Maybe I expect greater things from a company that used to be my favorite place to shop. I've provided phone numbers, email addresses and this forum to be contacted through yet I never seem to be updated. Oh well, like my moniker implies...

[BYEBYEBUY]

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[BYEBYEBUY]

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[Melissa-BBY Senior Social Media Specialist · Accepted solution]

Hello again BYEBYEBUY,

I’m sorry I haven’t been in touch with you again yet. I am still working on finding someone who may be able to assist with getting this resolved, or find out what happened with the previous requests. I will be in touch with you as soon as I am able to provide more information.

Thank you for your patience.