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New Member
Posts: 4
Registered: ‎03-20-2017

Bait and Switch

Purchased a television as an open box item at my local store. Considering the TV was open box and $1000 off retail, I felt I had found a great deal. I asked the associated why the TV was returned in the first place and she said "The guy who brought it back said the screen was doing something weird. We tested it and it is fine. If there is anything wrong with it, you have 14 days to return it." Being a loyal Elite Plus member for years I felt confident Best Buy had checked the TV and would have my back if there was an issue. Boy was I wrong.

 

I took the TV home and when I turned the power on there was an obvious crack near the top of the screen and colors distorted. I immediately packed the TV in my car and brought it back to the store. As soon as I arrived I had 4-5 associates asking me what went wrong with the TV. When I explained and showed them pictures of what the screen did at my home, they all seemed shocked. I should have known something was up when it felt like the entire store wanted to know about this TV. I said I would be open to exchanging the TV if I found something comparable at a fair price. I did not find something comparable and told them I wanted to just return it. That's when the assistant store manager, Ron said he would not return the TV and would only exchange it.

 

Ron and I went back and forth for about 30 minutes. I explained all I did was take the TV home and plug it in and I did not damage the TV. I purchase a new TV for my home about every 6 months to a year, all of those purchases at Best Buy. Ron said "The TV was in worse shape now and he couldn't return it". I asked him if he was accusing me of breaking the TV and he said "No but my guys didn't damage the TV." So what is it Ron? Considering your guys boxed it up, took the stand off the TV and put it in my vehicle (Laying down by the way, to which later I was told by the best buy reps never to do). I even told Ron I was a loyal customer, Elite Plus and he said "So, we have a lot of people who spend money here".

 

So there I was at a standstill. A longtime loyal best buy customer being accused of something I didn't do, on an open box TV which was returned originally for a screen issue. It felt like a bait and switch. Like the store tricked me into buying a steal of a deal TV, only to hold me hostage. I am extremely disappointed in the accusations I received and terrible customer service. I was forced to then exchange for a lesser quality TV than the one I purchased, at the same price. I still don't get how a business can not stand by their product and treat their good customers like they are the shady ones. Well Best Buy, you have lost my business. The thousands of dollars I spend at your business every year, will go elsewhere and I will surely let everyone who I know who is in the market for electronics know my experience. I will be closing my best buy credit card as well.

 

It isn't about the TV or the money. It is about the accusations I received from Ron as well as how he made me feel like I did not matter as a customer. Keep treating your customers like dirt and not keeping your word and see what happens in the long run.

New Member
Posts: 4
Registered: ‎03-20-2017

Worst customer service I have ever experience by Assistant Store Manager

Purchased this television as an open box item at my local store. Considering the TV was open box and $1000 off retail, I felt I had found a great deal. I asked the associated why the TV was returned in the first place and she said "The guy who brought it back said the screen was doing something weird. We tested it and it is fine. If there is anything wrong with it, you have 14 days to return it." Being a loyal Elite Plus member for years I felt confident Best Buy had checked the TV and would have my back if there was an issue. Boy was I wrong.
 
I took the TV home and when I turned the power on there was an obvious crack near the top of the screen and colors distorted. I immediately packed the TV in my car and brought it back to the store. As soon as I arrived I had 4-5 associates asking me what went wrong with the TV. When I explained and showed them pictures of what the screen did at my home, they all seemed shocked. I should have known something was up when it felt like the entire store wanted to know about this TV. I said I would be open to exchanging the TV if I found something comparable at a fair price. I did not find something comparable and told them I wanted to just return it. That's when the assistant store manager, he said he would not return the TV and would only exchange it.
 
The mgr  and I went back and forth for about 30 minutes. I explained all I did was take the TV home and plug it in and I did not damage the TV. I purchase a new TV for my home about every 6 months to a year, all of those purchases at Best Buy. The mgr said "The TV was in worse shape now and he couldn't return it". I asked him if he was accusing me of breaking the TV and he said "No but my guys didn't damage the TV." So what is it then? Considering your guys boxed it up, took the stand off the TV and put it in my vehicle (Laying down by the way, to which later I was told by the best buy reps never to do). I even told him I was a loyal customer, Elite Plus and he said "So, we have a lot of people who spend money here".
 
So there I was at a standstill. A longtime loyal best buy customer being accused of something I didn't do, on an open box TV which was returned originally for a screen issue. It felt like a bait and switch. Like the store tricked me into buying a steal of a deal TV, only to hold me hostage. I am extremely disappointed in the accusations I received and terrible customer service. I was forced to then exchange for a lesser quality TV than the one I purchased, at the same price. I still don't get how a business can not stand by their product and treat their good customers like they are the shady ones. Well Best Buy, you have lost my business. The thousands of dollars I spend at your business every year, will go elsewhere and I will surely let everyone who I know who is in the market for electronics know my experience. I will be closing my best buy credit card as well.
 
It isn't about the TV or the money. It is about the accusations I received from Ron as well as how he made me feel like I did not matter as a customer. I called corporate for support and asked for a call back.   I have yet to get that now 3 days later.  No resolution or appeasement to what I have asked Best Buy to do.  Keep treating your customers like dirt and not keeping your word and see what happens in the long run.

New Member
Posts: 4
Registered: ‎03-20-2017

Re: Worst Customer Service Ever

Purchased this television as an open box item at my local store. Considering the TV was open box and $1000 off retail, I felt I had found a great deal. I asked the associated why the TV was returned in the first place and she said "The guy who brought it back said the screen was doing something weird. We tested it and it is fine. If there is anything wrong with it, you have 14 days to return it." Being a loyal Elite Plus member for years I felt confident Best Buy had checked the TV and would have my back if there was an issue. Boy was I wrong.
 
I took the TV home and when I turned the power on there was an obvious crack near the top of the screen and colors distorted. I immediately packed the TV in my car and brought it back to the store. As soon as I arrived I had 4-5 associates asking me what went wrong with the TV. When I explained and showed them pictures of what the screen did at my home, they all seemed shocked. I should have known something was up when it felt like the entire store wanted to know about this TV. I said I would be open to exchanging the TV if I found something comparable at a fair price. I did not find something comparable and told them I wanted to just return it. That's when the assistant store manager, he said he would not return the TV and would only exchange it.
 
The mgr and I went back and forth for about 30 minutes. I explained all I did was take the TV home and plug it in and I did not damage the TV. I purchase a new TV for my home about every 6 months to a year, all of those purchases at Best Buy. The mgr said "The TV was in worse shape now and he couldn't return it". I asked him if he was accusing me of breaking the TV and he said "No but my guys didn't damage the TV." So what is it then? Considering your guys boxed it up, took the stand off the TV and put it in my vehicle (Laying down by the way, to which later I was told by the best buy reps never to do). I even told him I was a loyal customer, Elite Plus and he said "So, we have a lot of people who spend money here".
 
So there I was at a standstill. A longtime loyal best buy customer being accused of something I didn't do, on an open box TV which was returned originally for a screen issue. It felt like a bait and switch. Like the store tricked me into buying a steal of a deal TV, only to hold me hostage. I am extremely disappointed in the accusations I received and terrible customer service. I was forced to then exchange for a lesser quality TV than the one I purchased, at the same price. I still don't get how a business can not stand by their product and treat their good customers like they are the shady ones. Well Best Buy, you have lost my business. The thousands of dollars I spend at your business every year, will go elsewhere and I will surely let everyone who I know who is in the market for electronics know my experience. I will be closing my best buy credit card as well.
 
It isn't about the TV or the money. It is about the accusations I received from Ron as well as how he made me feel like I did not matter as a customer. I called corporate for support and asked for a call back. I have yet to get that now 3 days later. No resolution or appeasement to what I have asked Best Buy to do. Keep treating your customers like dirt and not keeping your word and see what happens in the long run.
Posts: 611
Topics: 8
Kudos: 45
Blog Posts: 2
Solutions: 20
Registered: ‎01-09-2017

Re: Bait and Switch

Greetings kalik835,

 

I want to start off by offering my sincerest apologies for the completely unacceptable experience you had to endure regarding your recent purchase. As a consumer myself, I absolutely understand the desire of getting products at a great price. However, that should never come at the price of a defective item.

 

Any products that are returned to us get thoroughly tested by for functionality, and condition. If it passes all the criteria, it is sold at a reduced price and priced accordingly. Working as a former Blue Shirt myself I know how fragile modern televisions can be. All of our employees in store including the leadership are aware which is why is it very disheartening to hear that Ron failed to demonstrate any sense of compassion or understanding behavior. The interaction you described me in by no means how we ever want our customers to feel or be treated under any circumstance. I’d like to assure you I will share your words and experience with his overseeing leaders to it can be appropriately addressed.

 

I’m glad to you were ultimately able to get your TV exchange and I hope all is well with your new one. On behalf of Best Buy, I’m sorry for the interaction you and Ron shared and the sub par experience you had purchasing an open-box item. We truly value you as a customer and always appreciate your business. If there is anything else I can address or answer, please don’t hesitate to bring it to my attention!

 

Respectfully,

Javier|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-20-2017

Re: Bait and Switch

Javier,

You have missed the point. I am not satisfied with the forced exchange and will not spend another dime in a Best Buy. The thousands of dollars I spend in your organization a year will go elsewhere. Maybe consider hiring managers who treat people with respect and not challenge loyal customers. Now I am stuck with a less than stellar product. I asked for the district manager to call me as well, he has not done so. In times of challenge, either your step up or step down. Best Buy has stepped down and let my go to the wayside. There is no doubt your organization will be out of business in no time if you continue your bait and switch practices.