Best Buy & Geek Squad Policies

[pubanne]

My husband and I have spent hundreds of thousands of dollars at Best Buy over the years.  Best Buy has always been our go-to spot for electronics, CDs, appliances, you name it!

Recently we've noticed a decline in the selection available to us in the stores.  Prices are no longer competitive with Amazon, or other online locations, but we still supported our local store.

Today, my husband and I went in to our 'neighborhood' Best Buy with one item to exchange, and two items on our 'to purchase' list.  Neither the electronic cord we needed nor the CD we wanted to purchase were in stock.  Apparently only chart-topping albums are readily available in stores now, and most cords must be purchased offline.  Next, we waited in the customer service line to exchange a case of CDs that my husband had purchased, mistaking them for a case of DVDs.  Even though that exact case of CDs was still for sale in the store, we were denied the exchange because the receipt was outside of the 45 day return period.  We're incredibly reasonable people, and I could understand if we were trying to return an old item for cash, but we were simply exchanging one item for another item, and the item we were trying to exchange was still an item for sale at full price in your store.

As a former employee of Starbucks, I know that even corporations rely on customer loyalty, and I am loyal to corporations that are reliable and loyal to me.  Starbucks has a, "Just say yes" policy that has meant they have gone from a near-death experience to a thriving global corporation.  Best Buy would do well to learn from such a business model.

As my husband and I left the store today, not one of our three goals had been achieved during our visit, and we left feeling like we had wasted our time.  We both agreed that our days of loyalty to Best Buy are behind us.  We're incredibly disappointed to have our long-lasting relationship with this corporation end so sourly.

[deusexmachina Valued Contributor]

Starbucks can afford to have a "just say yes" policy because everything they sell is nearly all profit and even giving something away would cost them what, $5 dollars? If BB just said yes and returned everything outside of policy, they would be out of business faster than you'd imagine. Comparing the two companies is just foolish as they are nothing alike and their business models aren't interchangeable.


Your stack of CDs probably didn't drop in value as quickly as most things sold at electronics stores. However, if BB just said yes to the return of any product more than 45 days old, they will lose money on a product that already brings in no profit. New computers come out every few weeks and having a 2 month old computer on the shelf would only lose them money. Having 30 days (45 for RZ Silver Members) is very generous for any store or company that sells electronics though. Had you spoken with a manager, there is a chance that they'd make an exception for you and allow the return. However, the CS reps were follow the return policy which is posted on the back of your receipt, on the website, and in the store.

As far as the CD thing, yes, CD sales are less and less in demand with digital media being the go-to-medium. I don't doubt that BB will eventually not carry any physical media as it's getting phased out slowly anyways.
I can't really comment on the cable as I don't know what cable you were looking for, but BB has common cables for most computer/phones/mp3 players/etc. If you're looking for a proprietary or not-so-common cable, then chances are that it will be on bestbuy.com or a different vendor.

[NathanDrake]

While you were outside of the return period and Best Buy had no obligation to return the CDs I will agree that allowing you to exchange out the CDs for DVDs would have been prudent. How far did you attempt to escalate the issue? More than likely the customer service representtive wouldnt have the discretion to make the exception for you.

deusexmachina, we are talking about a rw silver members with blank media which like everything Starbucks sells is high margin and they were looking for an exchange. If ever there is a good example of an exception return this should be it. I'll agree though that a "just say yes" return policy on most core products would be a bad business decision on Best Buys part.

[deusexmachina Valued Contributor]

Like I mentioned, had the OP spoken with a manager, chances are they would exchange the product. The CS rep has no authorization to make that excption and followed store policy.

[Bob_A]

pubanne said:

"My husband and I have spent hundreds of thousands of dollars at Best Buy .............................

.....As a former employee of Starbucks, I know that even corporations rely on customer loyalty."    

                                      _______________________________________________                    

I can learn something new every day on these forums. For example: I never would of imagined that Starbucks pays so well. 

I would personally find it extremely difficult, if not impossible, to spend "Hundreds of thousands of dollars" at Best Buy. Without intentionally squandering money. However, I suppose that you could start by buying a 60" TV and a case of Monster Cables, as Christmas gifts, for each of your 300 closest friends.  

Most of the people who enjoy the degree of wealth and discretionary income that you speak of. Don't get all bent out of shape just because they have to take a $20 loss on a package of CDs that THEY carelessly bought by mistake. And then compounded their own original carelessness by neglecting to return their careless purchase for more than 6 weeks.  

Most reasonable people are realistic enough to accept the responsibility for their own careless and negligent mistakes. Without feeling entitled to a "Gimme" from a retail store. A fact that often holds true even when there is some financial pain involved.  

However, when a person of your claimed wealth and spending habits. Refuses to accept the responsibility for their own $20 mistake. It simply does not pass the smell test.  

Get over it!

[Douglas-BBY Community Connector]

Hello pubanne,

Thank you for all of your past business.

I’m sorry that we weren’t able to accommodate you with a return at this time. As you know, we aren’t able to promise an exchange or return on an item outside of the return policy and any exceptions are strictly at the discretion of our local management team.  We certainly want to make sure that you have adequate time to choose and test your purchase, make sure it’s right for you, and return it if necessary. I’m disappointed that our return policy hasn’t been flexible enough for you and I hope that we are able to maintain a relationship with you as our long time, loyal customers.

If you would like to send me a private message with the Customer Service Pin number from the bottom of your purchase receipt, I would be glad to discuss this with our management at your local Best Buy.  You can send me a private message once you’re logged into the forums by selecting the envelope icon in my signature below.

Regards,