Best Buy & Geek Squad Policies

[freedomwan]

I recently ordered a refrigerator from the best buy in carson city, nv.  I was assured that it was in stock and would be delivered on the 20oct11.  after waiting 5 hours into the expected delivery time I called to see if they could give me an approximate time of delivery.  That is when they informed me that they would be unable to deliver my product for another week.  This irritated me so I went back to the store and told them I would like to cancel my order due to the fact that I wasted my time waiting for a product that wasnt even on the way.  Had they just had the common courtesy to call and let me know there was an issue I would have been fine with it but instead I had to call and wait 45 min on hold just to find out that they were never coming.  When I spoke to customer service I was very polite and just told them I would like my money back since they were unable to fulfill their end of the obligation.  They asked if I would be interested in a different fridge and I told them I have a large family and they don't offer another fridge this size.  Also home depot offers a 10% price match so I figured I would give them a chance.  When the customer service rep. tried to explain to her manager what the situation was she cut her off and very rudely stated that it was because I had found it somewhere else cheaper.  This was not the case they just never delivered the product and even after telling her this she just ignored me and walked off.  During this time other employees came up with 4000$ cash from another customer who had just made a purchase and then stood in front of me talking about how annoying she was!  So after all this I just asked for my money back at this point they told me that since I paid cash they would be unable to give me my money back and I would have to wait 10 days for a check to be mailed to me.  I told them this was unacceptable because my family needed a refridgerator so I asked to speak to the manager.  He spent less than a minute with me and then just gave me the 888 best buy number and made me feel like he could care less about losing a customer.  So I called corporate and explained my situation.  They told me policy is no cash returns over 500$ and that it states this on the back on the receipt.  I told them it was not a return since I never received the product.  They said it didn't matter and the policy was for my safety.  So i told them they should probably let people know up front about the policy.  I asked what happens if I had read that the same day and they said then they could void it and give me my money back.  So I then asked if there policy was in place for my safety then what is the difference between one day and four days?  They had no answer.  They said they would call the store and see if they would be willing to just give me my money back so I sat on hold again.  When they got back on the phone the store told them that they did not have enough cash on hand....I watched them take in a 4000$ cash purchase right in front of me!  So I asked who to talk to in order to get my money back they said the only one who could authorize it would be the district manager and that the general manager I had been dealing with in store was the one who would have to give me the number.  This gave me pause and I asked so when I asked him if there was anything he could do for me after he handed me the 888 best buy number and he said no that he was lying to me?  The guy on the phone reluctantly said yes he lied to you.  This upset me quite a bit that the general manager did nothing to help me and in fact wasted more of my time by having me call a number he knew wouldnt be able to help me.  So I called the store and requested the district managers number so they of course placed me on hold again.  When they got back on the phone they told me I needed to call 888 best buy.  So I explained to them that I had called that number and they had refferred me back to the store for the number.... so on hold again I go.  When they get back the rep says here is the number 888 237 8289 I thank her and hang up....just to find out that all she did was give me the numeric instead of spelling it out!  So I have to call back....again and sit on hold....again.  finally I get the district managers number and call him...no answer.  It has been five hours and I have heard nothing in return.  This whole situation cost me an entire day of my time, stress on me and my family, money on gas and a ton of agitation.  The entire time I was dealing with this not once did somebody try to do anything to make the situation better.  just told me to wait on a check.  they didnt even try to keep the sale!  so I went down the street to home depot and bought the same fridge.  It cost me an extra 78$ and it will take longer to deliver.  At least I know my money won't be going to best buy.  I am an avid lover of electronics and an impulse buyer who probably spends more than he should on gadgets.  I will never shop at best buy again and will make it my personal mission to show people all the other businesses who are far more diserving of our money.  my family and my wifes family have already sworn off best buy and I hope to get many more to follow!

[Dorothy-BBY Community Supervisor]

Good afternoon freedomwan -

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

[Aaron-BBY Community Connector]

Hello freedomwan,

The purchase of a brand-new fridge is by no means a small investment, so I can imagine how frustrated you must have felt to learn that delivery wouldn’t be possible on the originally expected date.  Your disappointment at discovering you would receive a refund by check is also understandable, especially if this policy was not explained at the time of sale.

I’d be glad to provide you an update on the status of your refund, so please make sure to check your private messages.  You can check your PMs by signing into the forum and then clicking on the letter icon in the upper right-hand corner of the page.