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New Member
Posts: 4
Registered: ‎10-07-2018

I have a huge issue with how tax is treated.

Long story short I went in to a store today and returned a Series 3 Apple Watch with no receipt. I was credited the lowest price that it sold for in the last XX days. I was not able to do the exchange for the Series 4 in-store, as they did not have any, but one was located across town and I said I'd go get it. They put the amount on a gift card for me to use there. This amount was non-inclusive of the tax paid on the origional order.

 

When I got to the 2nd store I was shocked to hear that I would be paying tax on the entire order and not just the price difference from the Series 3 to 4. I spoke with the MoD and was told that is just how it is as they have no way of knowing what the tax was on the ogional order... I said this should be irrelevant as I would be paying the tax for the city I was in. I politely told him that in AZ tax is only paid on the difference of the "trade". I used the annalogy of trading in a car, but he had no idea what I was talking about.

 

Tax has now been paid on a portion of the order twice.

 

I called the 800 number for Best Buy, but they were no help and basically clueless. After about 2 hours on the phone I was told to try reaching out to the team that handles reseller tax exemptions.

 

-Matt

 

 

Best Buy Employee
Posts: 361
Registered: ‎01-09-2015

Re: I have a huge issue with how tax is treated.

Given a normal exchange, taxes are handled as you described. You pay the difference plus the taxes on the difference. However that doesn’t apply on no-receipt returns.

Receipts are generally required for returns and exchanges, and Best Buy has a number of methods to help find a receipt that customers do not have. Store leadership is given the power to perform no-receipt returns. Whenever that is performed, as you mentioned above, you are provides the lowest price and no taxes as we have no way of validating the price or taxes paid. Any new items would require the price plus any applicable taxes to be applied in accordance with the local tax laws. This would apply the same at the original store or the second store you visited, with or without the money placed on a gift card.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 4
Registered: ‎10-07-2018

Re: I have a huge issue with how tax is treated.

I assure you that's 100% wrong, and possibly illegal, in AZ.

-Matt
Best Buy Employee
Posts: 361
Registered: ‎01-09-2015

Re: I have a huge issue with how tax is treated.

I hope you take this with the spirit in which I present it, informative as opposed to argumentative.

The AZAG sites list of myths:

2. A store has to give you a refund if you request one.

FACT: Most states do not have laws specifically regulating refund or return policies. Businesses may set their own return policy. They can offer consumers cash, credit slips, exchanges or no adjustment at all. Many stores also set time limits during which they accept returns.

Best Buy’s published policy requires receipts for all returns and exchanges. A store leader can make an exception no-receipt return, with the caveats listed above. This is to reduce/prevent return fraud while providing a solution to our customers who have no proof of purchase. Without this proof, we cannot validate price paid / taxes paid.

A member of the Social Media Team will be by in the next few days to provide any further clarity.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 4
Registered: ‎10-07-2018

Re: I have a huge issue with how tax is treated.

That's about refunds in general... I understand a store can set its own return policy or lack thereof. Thus doesn't speak to taxes collected.

I'll be having my own chat with the AGs office I suppose...

-Matt
Posts: 2,368
Topics: 17
Kudos: 211
Solutions: 123
Registered: ‎11-29-2016

Re: I have a huge issue with how tax is treated.

Good morning Matt,

 

Welcome to our forums, and thank you for sharing your experience with us.  It sounds like there may be some confusion surrounding our Return & Exchange Promise, and I’ll be happy to answer any questions you may have.

 

As jdogg836 has mentioned, there are quite a few ways our stores are able to retrieve Best Buy receipts, given some additional information from our customers.  However, without a receipt, our stores are unable to determine the price paid for a product, including tax.  For example, you may have purchased the Apple Watch in Avondale, AZ or Scottsdale, AZ--two cities with two different tax rates.  Without a valid proof of purchase, we’ll be unable to determine which tax rate was applied to your purchase.  As a result, if store leadership is willing to offer an exception outside of our Return & Exchange Promise, and process a return without valid proof of purchase, store credit will be provided for the lowest price, not including tax. 

 

Thanks for posting,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎10-07-2018

Re: I have a huge issue with how tax is treated.

I found my original receipt. How do we go about resolving this?

-Matt
Posts: 2,368
Topics: 17
Kudos: 211
Solutions: 123
Registered: ‎11-29-2016

Re: I have a huge issue with how tax is treated.

Hi Matt,

 

To clarify, I’ll be unable to offer you any additional refunds for a product that has already been returned to us. 

 

With that said, please use the blue “Private Message” button in my signature to send me your full name, phone number, email address, and Customer Service PIN located at the bottom of your receipt, and I’ll be happy to see what additional options we can explore. 

 

Looking forward to hearing from you,

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