Best Buy & Geek Squad Policies

[kst8no1]

Just let her go and be disappointed by another retailer.

[Dorothy-BBY Community Supervisor]

Good afternoon Nicole123 -

Thank you for reaching out to us regarding your recent disappointment with your video game purchase.  As Ryan mentioned, Brendan will be reaching out to you to see if he can offer assistance, however I wanted to also touch base and apologize for the previous comments that were made on your thread that have since been removed.

I firmly believe it is not acceptable for any employee of our organization to belittle or criticize our customers.  I do want to point out though, that the only people on this board who speak on our behalf  officially as a company are the Community Connectors and Community Supervisors.  There are several employees who do post on this public forum on their own time, and receive no compensation for their postings.  The expectation is that these employees will abide by the same Community Guidelines that anyone else posting in this space are bound to.  Typically, the majority of these postings are helpful and informative, however sometimes there can be some which do not fall into that space, and again I apologize that you were subject to the latter category.  Rest assured, this type of behavior is not tolerated and we do moderate this space heavily. 

[carnivoran]

Hahahaha that's funny right there, not tolerated , and moderated heavily my f-in a, these people harrass your customers daily and are still here harrassing, don't try and tell this person that they will be dealt with , u know danm good and well they won't be.

[Brendan-BBY Community Connector]

Hello Nicole123,

Thank you for joining the forum.

I'm really sorry about the trouble you have been through with your recent purchase; I can honestly say this is not the way we want situations like this to be handled. I also want to apologize for some of the negative comments you have received here. As Dorothy has already stated, we expect our employees who post here to reflect the values of our company both on and off-line.

In terms of the policy, the stores are acting appropriately. On the receipt, it states that opened computer software is one of the non-returnable items, including movies and music. It is true that it does not explicitly state video games on that list, but Best Buy considers video games to be software (therefore, non-returnable). I agree that it would settle a lot of confusion to add that distinction to the receipt, but this has been our policy for quite some time.

Because I do not want things like this to be settled without trying every possible option, I am going to dig into this to see what we can do for you. I am sending you a private message to assist you further. To check your private messages, make sure you are logged into the forum and click the yellow envelope in the top right of the screen.

Regards,

[SlimJim77]

You know what? I am completely and utterly prepared to be the bigger man here.

Allow me to apologize to the OP for what is/was perceived as a snide post. Of course, perception is unclear via text on some website, but that's splitting hairs.

I will stand firm that none of my post violated forum policy. I was specifically called a "little jerk", but I did not feel the need to report an obviously slanderous remark directed toward me specifically.

Furthermore, I take offense to those claiming I have no sense of customer service. In my six your as a Best Buy employee, I have help HUNDREDS of people. Put smiles on countless faces. I know who I am, and what I do. I will not be misrepresented here, or anywhere.

This will be my final post.....in the POLICY section. If you wish to see the real me, I hang out in the home theater section quite often.

Don't slam the football, Carnivoran. This statement IS NOT under duress.

Regards.