Best Buy & Geek Squad Policies

[nsmirnow]

This experience at Best Buy has to be the worst I have ever come across. I received a bullet express trio blender SKU# 1065419 as a gift. They are available in Hamburg, Greece, AND Amherst, NY. Since the closest location is Amherst (still not close to where I live)I drove all the way there to return it. It was a gift, and I really didn't want it. Your general manager Greg {Removed per Forum Guidelines} from store 459 in Amherst is completely incompetent. I have worked in retail for many years and the line of crap he gave me because he didn't want to screw with his numbers is nothing but garbage spewing out of his mouth. He said that it was a discontinued item and he couldn't return it. Even though your website says that it is in stock and available for pick up if I wanted to order it from your website today. I also know that if he didn't have any in stock he could D&D it and return it to the vendor for credit. He refused to return it and chose to do nothing for me. I wasn't looking for cash back. it was a gift obviously. Store credit would have been fine. But now I don't even know what to do with the da*n thing because even with store credit, I'd have to shop at Best Buy again, and after this experience I don't even want to spend someone else's money there. I don't want this stupid item, this guy you hired to be a GM is a total idiot, and I would like something to be done about this while an item that was purchased from your company sits and collects dust in the box. I have been a loyal customer for a very long time, but this right here? this takes the cake. never have I been treated this way, and in all the years I've spent in retail, I would never in my life treat a customer that way either. An hour and a half of my life wasted only to be told in 2 milliseconds that Greg refused to take it back. 

[CrystalWoW Community Veteran]

Did you not have the receipt? It is Best Buy policy to not accept returns without a receipt. He didn't do anything wrong. Doesn't matter what the reasons he gave were. It is the policy.

[RealGeorgeW Valued Expert]

The store, whether the item is in stock, not discontinued, discontinued, out of stock, or any other manner of carrying an item, is not obligated to return, exchange, give store credit, or any other manner of service to an item without a receipt.

[nsmirnow]

Actually I worked at Best buy for many years. It is at the Store managers discretion. Of course I didn't have a receipt! it was a gift. It was bought at that store and that guy Greg knows it. but it's ok. I've already filed a formal complaint and at the very least i will get a $75 gift card for my troubles. 

[RealGeorgeW Valued Expert]

At the very least.... So you're just out to get a freebie? If you worked at the store, you should know the store is not obligated to take it back. NOT. OBLIGATED. Filed a complaint for what? Following policy?

[nsmirnow]

Excuse me? At the very least FOR WASTING OVER AN HOUR OF MY TIME! AT THE VERY LEAST FOR GETTING AN ATTITUDE FOR SOMEONE WHO GETS PAID OVER 100 GRAND A YEAR! AT THE VERY LEAST FOR BEING BRUSHED OFF! THAT'S THE VERY LEAST!!!

[nsmirnow]

Customer service is supposed to be their NUMBER ONE PRIORITY! Don't play with me. I'm not an idiot. 

[AaronE]

Customer service is not synonymous with always getting what you always want.

My idea of customer service: treating people like a human, being polite, thanking them, setting proper expectations, trying to see things from their point of view and following through on the expectations I set with people.

How is the manager sure that product was purchased there?

It could be from a myriad of other retailers which carry that product line.

It could have been stolen for all he knows (not accusing you of such).

So you knowing full well that it's discretionary go into a store and get upset when someone who has the discretion says no? It's their call to make.

I'd be asking the gift giver for a gift receipt if I was that adamant about returning something.

[nsmirnow]

I guess you missed the part where he was rude to me and brushed me off. It was from best buy. I asked the husband of the wife who bought it for us. Worried she would be offended if we returned it. I'm not quite sure where I would come across a "stolen" meal maker, but I can assure you that IF i were to EVER be STUPID enough to steal something, it wouldn't be of a $120 value. 

Don't have your (not you in particular) website say something is in stock when it is not. In 3 locations no less and tell me you can't take it back, but if I were to order it online, I could pick it up in your store in an hour. Don't take me for a fool. I'll get rid of this thing, and I will shop elsewhere. Yet someone standing next to me was returning a $700 tv without a receipt and they didn't get a hassle. How does that make sense exactly?

[bamcal07]

I slightly wish that the GM of that store could see this so he could see what a fit this person is throwing. I'd really not do anything then.