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Posts: 2
Registered: ‎03-12-2017

Horrible Experience in my Coral Springs Best Buy

I purchased two sets of "Smokin Bud 2.0 Wireless In-Ear" headphones on January 14th, 2017 at my Coral Springs Store (#1136). These were gifts for my girlfriend and her brother who are getting into working out, and I figured they would be great for what they want to do.

 

I purchased them on this date because I saw they were on sale for $16.00 cheaper, which I didn't want to miss.

 

Yesterday, March 11th, I gave them their gifts (birthday), and they were disappointed when they found out they wouldn't pair, or even work. 

 

I took it back to BestBuy yesterday as soon as soon as I found out they weren't working. I was told I can't return them because of a 15-day return policy, even though the headphones that were sold to me are useless and broken.

 

I asked to speak to a manager and after waiting nearly 25 minutes, there was no manager that would see me. Instead, the employee at the front desk slipped behind the curtain for literally 5 seconds and said: "Sorry, my manager said there is nothing we can do".

 

I was furious. But I figured, let me call the corporate number, and maybe they can help me get my money back, or even a store credit.

 

After waiting for 45 minutes on the phone was told I would get a call back from a supervisor. I never did.

 

I called back today, March 12th, and was being helped, but put on hold for over an hour. I then called back and was transferred 5 times, and it's been a disaster. 

 

I am now stuck with two pairs of these unusable headphones.

 

I am so angry and frustrated. 

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Registered: ‎01-13-2015

Re: Horrible Experience in my Coral Springs Best Buy

Hi BrianSchnurr,

 

I love to get gifts for the people I care about, and I know how disappointing it can be when a gift exchange like this doesn't go as planned.  As you're aware, Best Buy offers a 15-day return and exchange period on most purchases in case something like this happens and you receive a bad apple.  Our Elite and Elite Plus members get to enjoy an extended 30 and 45-day period (respectively) as an added bonus to their membership.

 

Regrettably, after this timeframe expires, we are unable to offer a return or exchange regardless of the item's condition.  Assuming your return period ended on January 29th, it seems the store was acting well within policy when they denied your request.  At this point in time, I would highly recommend reaching out to the manufacturer for further assistance under their limited warranty.

 

Best,

Sam | Best Buy Store Phone Operator

I am a Best Buy Employee at one of our retail stores. While here to help, the opinions presented by me on this site do not represent the views or decisions of Best Buy and its affiliates. Authorized company representatives identified with -BBY after their names are able to address specific concerns or inquiries in greater detail.


Forum Guidelines | Price Match Guarantee | Return & Exchange Promise

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New Member
Posts: 2
Registered: ‎03-12-2017

Re: Horrible Experience in my Coral Springs Best Buy

That's all well and good, but does not make up for the horrible customer service BestBuy has displayed. It's great that BestBuy doesn't stand by their products. Most stores have a 30-90 return policy. It's as if BestBuy knows people are going to run into issues.

Posts: 844
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Registered: ‎01-13-2015

Re: Horrible Experience in my Coral Springs Best Buy

Hey BrianSchnurr,

 

I'm sorry you feel that way, and I apologize if you were left to wait so long to speak with a supervisor.  I can say from my own experiences that our stores can get very busy unexpectedly and our staff can sometimes encounter issues that require a greater deal of their time and attention than usual.  Still, I know it's not fun to be left waiting for a resolution, and it doesn't excuse unprofessional behavior.

 

Seeing as we only sell electronics, our return policy is bound to vary from other stores whose electronics inventory is far less than ours.  I can't go into much detail, but electronics diminish in value very quickly after the time of sale, especially when opened and then returned.  I've found our time frame also encourages customers to try out their products sooner rather than later, which can help reduce the number of issues encountered down the road.  For your convenience, our Return & Exchange Promise is also printed on the bottom of every receipt, posted on signage at the register, and on our website here in case you have any more questions about it.  Unfortunately, we still are unable to offer any direct assistance with exchanging defective products after our return period ends, so I would again encourage you to contact the manufacturer of the headphones to see what support they can offer.

 

Kindly,

Sam | Best Buy Store Phone Operator

I am a Best Buy Employee at one of our retail stores. While here to help, the opinions presented by me on this site do not represent the views or decisions of Best Buy and its affiliates. Authorized company representatives identified with -BBY after their names are able to address specific concerns or inquiries in greater detail.


Forum Guidelines | Price Match Guarantee | Return & Exchange Promise

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Registered: ‎01-21-2014

Re: Horrible Experience in my Coral Springs Best Buy

Hello BrianSchnurr,

 

Welcome to the forum! It was very nice of you to purchase these headphones as gifts for your girlfriend and her brother, so it’s disheartening to hear they didn’t work at all let alone how you were expecting.

 

Like our super user, Sam15, mentioned, we would be unable to accept a return or exchange for a purchase if we’re outside its Return and Exchange Promise. I won’t belabor the point further, as he did a great job explaining this in detail. However, I did want to touch a bit more on the other side of your post, as we shouldn’t be denying you the ability to speak with a manager at the local store. Instead, we should be treating our customers with kindness and respect. We also should be calling you if we set up that expectation, so I truly apologize if this wasn’t your experience with us.

 

While it can in no way erase what has occurred, please know I’ve personally gathered your concerns and documented it here at the corporate office. Feedback like yours is incredibly valuable, as it helps us provide training and coaching opportunities to our associates to better our company as a whole. Thank you for taking the time necessary to let us know of your experience.

 

Sincerely,

Alexandra|Social Media Specialist | Best Buy® Corporate
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