Best Buy & Geek Squad Policies

[Tradein123]

I am trying to find clarification on your trade-in policy as the local store does not honor the no-receipt trade-in program that is mentioned on your website and advertising at the store.

Also as a consistent buyer from Best Buy (Silver member), I am disappointed in the response that I have received from the managers and the time that has taken for me to get a simple answer.  After doing research online, I packed up three items (Nikon D40, + 2 lenses, iPad, Wii) to trade in towards an iPad 2.  When I got to the store the customer service person needed to check with two other people about the tradein policy, and than said to me that they would need a receipt for the items purchased at another store.  I told them that this is not what was specified online and they said that what was online was not the policy to the  best of their knowledge.

Later that afternoon I decided to call the store and speak with a manager, after waiting several minutes and going through the first person (Fred), I asked for the manager, he still tried to resolve the issue, and I needed to ask for the manager again, Fred than gave me to Sam the manager who said that I needed to have the receipt from the store I purchased the item.  Since one of the items was a gift and the other were over 6 months old, I do not have a receipt on any of the items.  Sam went on to say that there is something in the county (Montgomery County, MD) that said I needed to have a receipt.  He recommended I call the 888.BestBuy number.

I called the BestBuy number and spoke with a Agent named Bryan who was again unsure of what the trade-in without receipt policy was, he was nice - but in the end he suggested that I print out the policy I say online and take it to the store.

At this point, I am frustrated more than anything, if your stores do not honor certain promotions or policies - than it should be clearly stated - as soon as you walk into this local BestBuy there is advertising on the trade-in program.  Of course, I can go into the whole deal of how long I have been a customer and monies spent at your stores, to me this seems to be false advertising.  If the promotion is not offered in this store or County, or State - fine.  But it is frustrating to pack up, wait in line, have customer service reps (who were very nice) try and find an answer and in the end, not sure of the answer they tell you.  Though the store manager Steve said this was something pushed down from his District, and he would be more than happy to honor the policy if he had been told to do so from his District.

Can someone help?  Though this is a minor issue, I am not a fan of false advertising or miss-leading consumer tactics.

Thank you

[CrystalWoW Community Veteran]

From bb.com directly from germantown's site: TRADE-IN
November 22, 2011

Original Best Buy Receipt Required: Visit BestBuy.com/TradeIn to see if your item is eligible for trade-in and get an estimate for what your device may be worth. Then, gather any original accessories, manuals and packaging for your item and come in today to instantly get your gift card.

[Tradein123]

Not sure of the response here, this is what I have been told but it seems to be contrary to your online information displays.  I am not trying to be difficult, your message does not provide an explanation of the two messages.  No-receipt trade-ins are accepted - but just not this store?

An explanation would be be helpful to understand your advertising which does not specify receipt.  Maybe I am missing the fine print somewhere.

Thank you

[CrystalWoW Community Veteran]

Many many stores can not accept no receipt trade ins due to local laws to try to combat theft. Every place it is advertised states that is is subject to local stores rules and restrictions, such as this blurb on bb.com's actual trade in page:

Products not purchased from Best Buy
Video games can be traded-in at almost any Best Buy store or online at www.BestBuytradein.com, assuming the video game meets program requirements. Mobile phones, iPods. Zunes, and laptops can be taken to many Best Buy stores for immediate trade-in, subject to program rules and restrictions. To find a store near you that can receive an item for trade-in without a receipt, click the Find Store button above.

That list brings up the stores local to you and lets you know if it can accept no receipt trade ins or not.

[Art646]

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Tradein123 wrote:

Not sure of the response here, this is what I have been told but it seems to be contrary to your online information displays.  I am not trying to be difficult, your message does not provide an explanation of the two messages.  No-receipt trade-ins are accepted - but just not this store?

An explanation would be be helpful to understand your advertising which does not specify receipt.  Maybe I am missing the fine print somewhere.

Thank you

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Tradein123,

This is the link to the Germantown's tradein policy.

Germantown

Just in case, the link doesn't work, here's part of the page

Store Trade-in Information

Receipt Required: At this location, we can only accept video games and hardware devices for trade-in that were purchased at Best Buy. Visit BestBuy.com/TradeIn to see if your item is eligible for trade-in and get an estimate for what your device may be worth. Then, gather your Best Buy receipt and any original accessories, manuals and packaging for your item and come in today to instantly get your gift card.

[Tradein123 · Accepted solution]

Well thank you both for your explanations, sorry to waist your time - I missed that information