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Registered: ‎03-10-2017

Issues returning a product

[ Edited ]

To whom it may concern;

I recently purchased the Marshall Kaliburn Portable Bluetooth Speaker on March 1, 2017.  Previous to purchasing this particular speaker I was searching for something to fit the needs of my high school performing arts program.  I came into my local store and spoke with an employee.  I explained that I wasn’t sure which would be the best fit for my needs.  I was then told that if I purchased a speaker that I would have 15 days to return if I did not like it and I could then try different speakers until I found what I was looking for.  I then asked the employee if there were any restrictions to their policy and was told that as long as I returned within the 15 days everything would be fine.

When I picked up my Marshall Kaliburn Bluetooth Speaker from my local store on March 3rd.  I was told that my future returns MAY be in jeopardy.  I was VERY disappointed in the performance of this speaker and attempted to return the speaker.  When I took it back to my local store I was told I could not return the speaker and was banned from returning any item for a full year!  I do not understand why this would not have been explained to me when I had explained my unique situation to the Best Buy employee.  Had I known that I would be limited to the number of returns I could make I would not have continued to shop at your store and I can not say I will continue to after this terrible experience.   Please tell me how I can rectify this situation.

Thank you for your time,
Jorge {removed per forum guidelines}

Posts: 1,071
Topics: 36
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Registered: ‎11-04-2014

Re: Issues returning a product

[ Edited ]

Hello Jorgett20 and Welcome to the Best Buy forums

TRE, or The Retail Equation, is a third party service that many retailers, including Best Buy, utilize to help track returns/exchanges in an effort to prevent losses and keep prices low for our customers.

if you were warned or denied a return or exchange by The Retail Equation during a Best Buy visit I would recommend contacting TRE as they are the ones who would be able to lift your ban on returns you may contact TRE at 1-888-224-1920 Please be ready to provide the last four digits of your Driver’s License number and the TRE transaction ID number on the notice given to you at the store for best assistance.

If you would prefer, you may also send an email to:

Sadly Best Buy will not be able to allow an return once a TRE ban has been placed. If you have any other questions or concerns please feel free to reach out.

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***
Posts: 8,061
Topics: 337
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Registered: ‎09-29-2008

Re: Issues returning a product

Hello Jorge,


Like you, I depend upon the security offered by the return policies of the retailers I frequent. I was discouraged to hear that you werent' able to complete your return as you hoped and I regret any inconvenience to you as a result.


Best Buy partners with The Retail Equation (TRE) to monitor returns in an effort to keep prices low for our customers. As poprex911 has expertly pointed out, you can -- and I recommend that you do -- request a copy of your return activity report from TRE and review it. Should you discover anything amiss, you my dispute it with TRE. For more information, please visit What is TRE?


Please know I'm grateful you wrote to us with your concerns.



John|Social Media Specialist | Best Buy® Corporate
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