Best Buy & Geek Squad Policies

[Jannet]

I bought a stove yesterday and it is having electrical problems. I called the store and they tell me I can return it for another stove or a refund. I bought this stove and took it home with me from the store (it was a gift for my mother). They tell me since I took the stove with me I have to bring it back myself. I live 40 miles away and cannot lift the stove myself. I have asked the store to bring me another stove to relpace the one that is not working properly. I feel since the product does not work as the gentleman at the store described, Best Buy should deliver me another stove. I am not asking for them to install it... just bring me a new stove that works and take the broken one with them. I am very upset at the way the "supervisors" at the store and corporate office treated me. I feel they were not very helpful and not very understanding to my situation.. even refusing to let me speak to someone else about this matter. With the market being so unsteady and several stores closing, I would think that Best Buy would want to satisfy their customers and would want return/repeat customers. I myself will not be returning to Best Buy if this is the way customers are treated when problems arise. I have never felt like I was treated unfairly at other stores such as HM DPT and SRS. Happy customers make a successful store. Shame on you Best Buy for not treating Customers right... looks like others here feel the same.... should have read here before I purchased. Here's a thought ... "Customer is alwasy right"

[MobileExpert]

I believe the reason they require you to bring it in is because you elected to waive delivery in the first place, and so were not charged for it, as there is a fee. I would ask them if you pay for delivery, will they accept it and deliver the new stove then. I am curious as to how you got the stove home if you couldn't lift it, though. I'm guessing someone helped you with it?

Either way, a mod should be along shortly to help you with your issue.

[Jannet]

I bought a stove yesterday and it is having electrical problems. I called the store and they tell me I can return it for another stove or a refund. I bought this stove and took it home with me from the store (it was a gift for my mother). They tell me since I took the stove with me I have to bring it back myself. I live 40 miles away and cannot lift the stove myself. I have asked the store to bring me another stove to relpace the one that is not working properly. I feel since the product does not work as the gentleman at the store described, Best Buy should deliver me another stove. I am not asking for them to install it... just bring me a new stove that works and take the broken one with them. I am very upset at the way the "supervisors" at the store and corporate office treated me. I feel they were not very helpful and not very understanding to my situation.. even refusing to let me speak to someone else about this matter. With the market being so unsteady and several stores closing, I would think that Best Buy would want to satisfy their customers and would want return/repeat customers. I myself will not be returning to Best Buy if this is the way customers are treated when problems arise. I have never felt like I was treated unfairly at other stores such as HM DPT and SRS. Happy customers make a successful store. Best Buy lacks "Customer" Service... It's more like "We are here only for ourselves" Service. No after sales service. Very low quality service.

[grozny]

No matter where you buy something if you take it home yourself you should bring it back yourself. If they delivered this to you then they would bring you a new one. If you call the store and pay for delivery over the phone they should have no problem bringing you a new one and exchanging it. This will be the same EVERYWHERE.

[grozny]

It is not bestbuys fault that you live 40 miles away. If you were able to get it home you should have ways to get it back to bestbuy. No one expects you to lift the stove and return it alone, but to do it the same way you got it to your house. Just like If we took it to you we would come bring a new one.

[Elizabeth-BBY Community Supervisor]

Dear Jannet, 

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 the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Jannet]

You must be head of the Best Buy customer support..... I can tell by the ATTITUDE... by the way I'm positive this kind of service will not get return customers!!! I know SRS would have treated me better!

[Jannet]

It is very sad to get rude  comments after posting my complaint... No help here... guess this is just the complaint line with no solution... IT IS BEST BUYS FAULT that my stove does not work right... I bought a NEW stove and was promised it would function properly.... The gentleman who sold me the stove was very understanding when I returned it this evening... in fact he said (he being a dept manager) that had he been the one I spoke with this morning (if I had been given the chance) he would have arranged for a new one to be brought, WITHOUT A FEE, to me and the broken one returned... In fact he gave me money on a gift card to try to make up for all the frustration/rudeness... As for the rest of the team... THEY SUCK!!!!

[MobileExpert]

All I was doing is suggesting the most likely reason for the response you got from the store, and a possible solution. I was not expressing support or decrying the actions of the store, as each store is run differently,

I ensure you that grozny does NOT work for or represent BB in any way, shape, or form. He is just a customer.

I'm very glad that you were able to work this out with the store, and that they waived the delivery fee. We do strive to meet our customer's needs end to end, and make sure that they are satisfied, and it sounds like you are. I am sorry that you had such a bad experience with the other team members in the store, though.

And again, a mod will be along shortly to follow up on your experience.

[Jannet]

My bad experience was not just with the store... It was with Customer Service 800 number and at store. And I was only offered the response I wanted AFTER I drove all the way over there.. Still upset with Best Buy.