Best Buy & Geek Squad Policies

[PreciousWings]

My husband and I bought a PS2 and some games at Tulsa Store 221. The games were from a table and pricing ranged from $9.99 - 19.99. When we opened one of the games, the disc was not the game but a blank HP CD. I immediately called customer service and was told this happens all the time and that people had gotten to be experts at rewrapping. I was told to bring the case and my receipt back and they would exchange it. We did this and I have never been so humiliated in all my life! Customer service was rude and they all acted as though we were lying. A manager named "Lee" came up and said it did not happen at their store and that we had to have made the switch. He said that if we had come back with an empty case, they would have not questioned it. The logic of that amazed me. Lee was extremely rude and took the case and threw the CD in the trash and loudly announced that he didn't care what I was told, there would be no exchange or refund. He again accused me of making the switch and I would have to talk to Sony about the issue. I ended up talking to another manager named Charlie who was very professional and did take care of the problem. We will not risk buying anything else at BB and take the chance of being treated that way if there is a problem. We have purchased a home theater, camera, laptop and several misc items there but no more. BB needs to teach their Customer Service people how to treat the customer.

[Elizabeth-BBY Community Supervisor]

Dear PreciousWings, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within a maximum of 3-5 business days.  Please note that it may be sooner depending on the complexity of your issue and the current volume of posts.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[John-BBY Community Connector]

Hello PreciousWings,

I’m very sorry to hear about your experience when visiting your local store to exchange the game. Best Buy® sets a high standard for how our customers are to be approached and I sincerely apologize that first manager with whom you spoke didn’t live up to that ideal. There is never an occasion where it is considered acceptable for a customer to be addressed as you describe.

Best Buy®’s return policy requires that any product being returned be the item on the receipt. This can be a catch-22 for a customer in this situation since you do not have the ability to return the product as you only received the package with the wrong disk. Exceptions to the policy are examined on an individual basis and our store representatives endeavor to resolve situations such as this as best they can. As you can see, even in the same store, our managers can be of different opinions on how to enforce our return policy.

I’m glad that another manager had a more sympathetic approach and that your issue was resolved. Truthfully, it should have been handled much more diplomatically the first time you asked and you should never have had to approach another manager.

If you would like to discuss this issue further, please feel free to send me a private message. To do so, click on my name, then “Send this user a private message” under Contact on the next screen.

Thank you for taking the time to make us aware of your experience.

Sincerely,