Best Buy & Geek Squad Policies

[BigCTM]

I am a premier silver member and have been for several years.  In November of last year, I received a warning in store that I could not make any returns at Best Buy for 90 days.  So for the next 90 days I did not make any purchases at Best Buy.  

Yesterday, I spent over 700.00 on the new Ipad and an Invisible Shield.  The Invisible Shield was not installed correctly and Best Buy decided to give me a refund.  Keep in mind that this was only 29.99 of the amount I spent.  This was the first purchase I have made since the 90 days had expired.  I figured that I could return something that was actually not working correctly and be fine.  However I received another warning today saying that I could not return anything for 90 days even though the product was not working correctly.  

It sounds like The Retail Equation (TRE) does not take into consideration that some returns might be valid due to defective products.  All TRE looks at is how many returns and that is not a fair way to evaluate whether someone is abusing a return policy.  

In the end, Best Buy has lost a premier silver member.  Amazon and other online retailers will gladly accept my business going forward.  Best Buy seriously needs to find another way to evaluate returns instead of TRE.  Their method simply does not work.

[Mariel-BBY Retired: Community Connector]

Hello BigCTM-

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 BigCTM,

Thank you for reaching out to us regarding your concerns with our return policy and the use of TRE to monitor. I am sorry to read that so soon after you were able to make a return again, you once again received a warning denying returns.

Under our return policy, all returns are tracked. Regrettably, we don’t have any information on how returns such as those under warranty or due to defects, may be considered in any warnings. I do appreciate you sharing your concerns with this and I will be certain that they are shared with our internal business teams for review and consideration for any possible changes in the future.

If you do have additional questions or concerns, please feel free to let us know.

Sincerely,

[BigCTM]

This is honestly a pretty generic reply and does absolutely no good.  This is a typical response that honestly favors a outside company (TRE) over its customers.  That is exactly what is happening here.  Best Buy is basically outsourcing customer service to a firm (TRE) that obviously has no clue about how to treat customers.  In the end, it makes Best Buy look bad and is causing Best Buy to lose customers.  I know for a fact that I am not the only one who has voiced concern over this issue.  

Oh well, I will take my 2500 a year and spend it elsewhere.   

[LC1]

I agree, if you don't like the policy of the store, don't shop there!, I learned and have never felt more secure in my decision!

[CrimsonRain]

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BigCTM wrote:

Oh well, I will take my 700 a year and spend it elsewhere.   

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Fixed that for ya to account for the stuff you'll return anyways.

[BigCTM]

CrimsonRain

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CrimsonRain wrote:

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BigCTM wrote:

Oh well, I will take my 700 a year and spend it elsewhere.   

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Fixed that for ya to account for the stuff you'll return anyways.

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It is easy for you to judge but in reality you know NOTHING about the situation.  Almost all of my returns have been unopened or defective and their return policy does not take this into account, which it should.  I buy things on a whim alot because I find a good deal and sometimes change my mind and have not even opened the product.  I am certainly not abusing their return policy.  Unfortunately TRE thinks I am and will force my hand to take my business elsewhere. 

[Bob_A]

BigCTM said:  -  

 ".........I buy things on a whim alot because I find a good deal and sometimes change my mind..........."

                                      ____________________________________________   

Evidently, you still fail to get the point of the returns warnings that you have been receiving from TRE.  Your chronically fickle purchase and return decisions are exactly the type of purchases that BBY wants to discourage. 

When you complain that TRE will force your hand "to take my business elsewhere".  Your pattern of buy and return is exactly the type of business that they want you to take elsewhere. Best Buy is not a lending library.  

[SlimJim77]

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BigCTM wrote:

CrimsonRain

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CrimsonRain wrote:

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BigCTM wrote:

Oh well, I will take my 700 a year and spend it elsewhere.   

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Fixed that for ya to account for the stuff you'll return anyways.

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...  I buy things on a whim alot because I find a good deal and sometimes change my mind....

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Very strange.

[BigCTM]

You still miss my point.  I am returning things unopened and factory sealed.  Best Buy can resale it at full value.  They have not lended it to me.  I have never used it.  If I did open it and use it and then return it, that would be lending.  That would be an abuse of policy and I NEVER do that.  But TRE does not know this.  They just look at numbers and dollars.

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Bob_A wrote:

BigCTM said:  -  

 ".........I buy things on a whim alot because I find a good deal and sometimes change my mind..........."

                                      ____________________________________________   

Evidently, you still fail to get the point of the returns warnings that you have been receiving from TRE.  Your chronically fickle purchase and return decisions are exactly the type of purchases that BBY wants to discourage. 

When you complain that TRE will force your hand "to take my business elsewhere".  Your pattern of buy and return is exactly the type of business that they want you to take elsewhere. Best Buy is not a lending library.  

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