Best Buy & Geek Squad Policies

[jovil99]

I continue to get the runaround from my local Mentor, OH store with a bestbuy online return/exchange.

We helped Santa out with a Wii game for my Daughter and another family member got her the same game as we did.  So we just were going to return the one we bought and keep the one the other family member bought...that just seemed simplest, right...

The return line was VERY LONG and VERY SLOW!!!!!!!!!  After over 20 minutes, I finally got up to the returns counter to do the return....I had my original receipt and the never opened game.  From them, I got a VERY RUDE MANAGER that insisted on doing the return by refunding the original gift card used to make the purchase (a month ago) that worth nothing and was thrown away a month ago!!!  They would NOT just do an in-store credit or new gift card for the return so we could buy a new game and spend additional money right then and there.

The best part of it all is BOTH the HUGE attitude my Daughter & I got from the Manager AND she told me that it clearly says on the bottom of my receipt to "hold onto my original gift cards" and I can NOT find ANYTHING like that on the receipt, the printed out online order...NOT even on the back of the cash register receipt.

I had made 1 other return/exchange recently at the Mayfield, OH store and they were SUPER!  NO problems at all a total breeze!!!  I did NOT have the original gift cards from that order...somehow, they made it all happen and did the exchange in a matter of a few moments.  SUPER customer service there!!!!!!!!!!!!

We will see what the Mentor store has to say in the morning.  I would really like the RUDE manager Jamie to show me where it says to hold onto the original "gift cards" anywhere on any part of my receipt!!!!!!!!!

[DeTalores]

Yeah, when that happens they just void the old gift card that the funds are put back onto and then reissue another one.

Thats what happens on .com orders, so I assume thats what they do/can do instore. Not 100% sure though

[justathought]

I would think that they would treat the giftcard the same as cash! That is utterly ridiculous!!!

[John-BBY Community Connector]

Hello jovil99,

First of all I would like to offer you my personal apology for your store experience.  There is never an occasion where one of Best Buy®’s employees or managers should mistreat our customers in any way. For that experience, I am sincerely sorry.

Best Buy®’s Online Return Policy states that no exchanges are offered for those purchases.  You may review the policy here.  Unfortunately, that means that any return of an item purchased online would be accepted for refund to the original mode of purchase, in this case a gift card.  Our customers are encouraged to keep their gift cards used for online purchases until the product is received and our customer is sure it’s what they want (See “Redeeming Gift Cards Online” here.), but contrary to what you were informed by the manager at the store, that language doesn’t appear on a store receipt.

Having said that, please look for a private message from me as I’d like to offer additional assistance and hopefully a satisfactory resolution for this issue.  To check your inbox, please sign in to the forum with your user name and password and click on the envelope icon in the upper right.

Thank you for taking the time to let us know about your experience.  I look forward to hearing from you!

[u_hsen]

i don't think it is right to return the gift card on the original gift card because most of the time when some one maxed out a gift card, we usually just take them in and throw it away.

try again at another best buy.