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New Member
Posts: 2
Registered: ‎07-10-2017

Clay store awful customer service

I recently purchased a new cell pjone. The store had a deal you could get 25% off if you purchased 3 accessories. I had my daughter pick out a case, the pop socket and a screen protector since I was already there and it was convenient. I had the geek squad install the screen protector and had to pay a fee. Again fine for piece of mind and convenience. When we got home my daughter said the screen protector was moving. I told her to wait a bit maybe it needed time to adhere or something as I have never had that happen before. In my experiences you have to litterally pry the protector off. My daughter fell asleep with the phone in her hand. When she woke up the phone was on her bed and the screen protector on the floor and broken. I took the screen protector back to the store and explained what happend. They did nothing to help me. Since it was cracked they would not take it back. Even though I believed it was not installed properly by thier own team. The manager told me to go to the warranty company, get the new, screen then return it. So that's what I did. I had to wait 7-10 business days to get the new screen and had to pay $11 for shipping! I was still
Out a screen protector for my phone so I had to buy one online so I would have some kind of protection in the meantime. When I recieved the new screen I went back to the store to return it. This time the manager said the te had lapsed for a refund but after I again explained the situation he took it back but would only refund me $26 on my almost $40 item. I told him it was not correct. Since I purchased them as "a bundle" I now had to pay full price for the other two items I purxhased. Again, sorry its store policy and would not give me the full refund price of what I paid. So in short. I know too late... I had to visit the store 3 times, the post office twice, pay almost $50 for a screen protector to recieve a $26 refund on something that was not my fault it broke and was "professionally" installed. If I was the one that installed ok my bad go through the pain of all of this but I wasnt. I paid to have it installed professionally so I would have one less thing to worry about. I even said I would take store credit if I had to. The answer was always no sorry cant help you. Awful experience both times I had to go back. I doubt I will give bestbuy my future business.
Posts: 2,433
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Registered: ‎10-10-2012

Re: Clay store awful customer service

Hello Tucker95,

 

Welcome to the forum. Every time I upgrade to a new phone the first thing I do is buy a screen protector because I know I'm a klutz and it has saved my screen so many times. (In fact my screen protector is cracked right now!) So I can understand you being upset it fell off your daughter's phone the next day after you purchased it since it's so important, in my opinion, to protect a phone from a cracked screen. I'm sorry to hear the manager of the Clay store was not more sympathetic and understanding of the situation. 

 

Screen protectors are also not cheap, and I would like to share some further details with you so I will be sending you a private message. To view your private messages, please make sure you're logged into the forum, and click on the yellow envelope icon in the top right hand corner. 

 

Thank you and keep an eye out for that message coming your way shortly,

Maria|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎07-10-2017

Re: Clay store awful customer service

I have not recieved a private message....
Posts: 2,433
Topics: 47
Kudos: 90
Blog Posts: 6
Solutions: 109
Registered: ‎10-10-2012

Re: Clay store awful customer service

Hello Tucker95,

 

I sent you the private message last Tuesday, 07/11. I have resent it again.

 

Thank you,

Maria|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Posts: 2,433
Topics: 47
Kudos: 90
Blog Posts: 6
Solutions: 109
Registered: ‎10-10-2012

Re: Clay store awful customer service

Hello Christine,

 

Thank you for confirming. I have issued the card and you should see it arrive within 10 days in a plain white envelope for security reasons.

 

Thank you,

 

Maria 

 

 

Maria|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!