Best Buy & Geek Squad Policies

[bauer734]

What is the policy if you are on the denied returns list and you have a defective product.  I recently purchased 2 open box Sonos Play 3's.  One of the Play 3's works and the other does not.  I have tried the factory reset and have contacted Sonos.  I have been put on the silly denied returns for price matches and exchanges.  Ironically, I exchanged a defective Play 5 for the two Play 3's.  Am I stuck or can I exchange?  I have serious concerns about Best Buy's return policy that it includes price matches, returns of sealed products, exchanges etc.  More importantly, Best Buy is doing a poor job of inspecting open box items.  Will I be left holding the proverbial bag or can I get a replacement.  Has anyone been in this situation; i.e. denied returns but have a defective product.

[SlimJim77]

You should have no problem returning or exchanging these items if you have the receipt and are within 30 days.

[bauer734]

Thanks for the reply SlimJim77.  I have been flagged for the 90 day no returns.  I am within my 30 days and have the receipt.  I don't think it will be as easy as you say.  Can you do exchanges when on the denied no returns for 90 days?

[SlimJim77]

Hahahahaaa...I neglected to read that part of your post.

So exactly how have you gotten on this list? What have you returned in the past?

[Mbrguy Emerging Expert]

Get a friend or family member to return/exchange it for you.  Problem solved.

[Ryan-BBY Senior Social Media Specialist]

Hello bauer734 -

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

[Jimmienomam]

You can do what Mbrguy said, but I am interested in what Melissa will say.

[Melissa-BBY Senior Social Media Specialist]

Hello bauer734,

I apologize for the delay in responding to your post. It was disappointing to read that the new Sonos Play 3 system you got didn’t work properly and that this has caused you some concern over being able to exchange it.

Based on our return policy, all returns or exchanges do require a photo ID regardless of them being a standard return or one under warranty, and therefore they may be taken in consideration when determining if a return can be permitted. Transactions that should not be considered however are price matches, or other adjustment such as price, tax or Reward Zone.

That being said, I am uncertain if you may have tried other methods to exchange the Sonos Play 3 as Mbrguy had suggested. If not the store should be able to provide some options under the manufacturer’s warranty to assist with this. If you have any additional questions or concerns however, please feel free to let me know and I will be happy to look into things further with you.

Sincerely,