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New Member
Posts: 2
Registered: ‎09-10-2017

Really disappointing

[ Edited ]

To whom it may concern, 

 

This compliant is filed against the Best buy store in Milpitas, CA (63 Ranch Ave Milpitas, CA 95035), the store manager name Shane. 

 

On Sep 5th 2017, I bought a portable air conditione (Model: ARC-14S) on Bestbuy.com, I received (Model: ARC-14SH) on Sep 8th 2017, apparently they sent us the wrong item, so I called to customer service immediately on Sep 8th 2017, I was offered a discount to keep the item, I told customer service I will try, but if it doesn't work out, I will still return it, and I asked clearly can I return it to the store, he said yes. 

 

Today Sep 10th, 2017, I brought back the item to the store to return, they said they will not accept the item, because it's a wrong item. So I asked a manager (his name is Shane) step in, which was the nightmare started. He explained because it was a bestbuy.com purchase, so he will not honor the return. But on bestbuy.com, it does say we can bring item to the store for return, and I asked the customer service before I go to the store, please keep in mind this is a 70lbs item, we carried from our 2nd floor home to downstair, bring it up to the truck, unload it, bring it in to the store, and what were we get treated? Asking us to leave otherwise call the police, because we were a angry customer? I can't believe I got treated like this.

 

 

I look forward to your reply and a resolution to my problem. I will wait three days before seeking third-party assistance. 

 

Thank you

Cherry (removed per forum guidelines)

 

 

 

 

 

 

 

Highlighted
Posts: 3,373
Topics: 57
Kudos: 268
Solutions: 155
Registered: ‎11-30-2015

Re: Really disappointing

Greetings Cherry,

 

Welcome to the Best Buy Support Online Forum Community! I’m sorry to hear that the wrong air conditioner was sent to you. I’d be happy to see how I can assist you further. Thank you for your patience while you waited for a reply.

 

Our Problems with an Order help guide does clearly state that seeking an return or exchange at your local Best Buy would be the best option available. I apologize that your local Best Buy in Milpitas didn’t assist you with your concerns in the moment. It’s discouraging to learn that Shane a manager at that location may not have conducted himself in a professional manner.

 

On your behalf, I’ve documented your concerns regarding the assistance you received at your local Best Buy in Milpita here at our corporate office. Moving forward do you still have your air conditioner that you need to exchange? I’d be happy to discuss the options available at this time to assist you.

 

Respectfully,

 

 

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎09-10-2017

Re: Really disappointing

Hi Mariah, 

 

First I appreciate your prompt response with my claim, however I don't see this has solved the trouble that was caused to me. I carried this 80lbs unit from my 2nd floor home to downstair, loaded it to the truck and unload it and bring it into Best Buy, was rejected unpolitely by the manager Shane, loaded it back to the truck and unload it to my home. I was told by your back office someone will contact me to pick up the wrong item, the someone was UPS, without contacting me attemped to pick up, of course they showed up during business hours, and that's my working hours too, so impossible for me to meet the time UPS come pick up, end up I need to load this 80lbs package again to the truck and unload it and drop it off to UPS store, what would you think if this happen to you when you didn't do anything wrong? I hope you would compensate me for the trouble and was treated badly. 

 

Thanks

Cherry

Posts: 3,373
Topics: 57
Kudos: 268
Solutions: 155
Registered: ‎11-30-2015

Re: Really disappointing

[ Edited ]

Morning Cherry,

 

Thank you for sharing your additional concerns with me. I can understand luging around a heavy air conditioner isn’t something you had planned doing when ordering one from BestBuy.com. It’s discouraging to hear that UPS didn’t give you a call to discuss pick-up.

 

Best Buy doesn’t provide compensation for missed wages, or time. You’re more than welcome to give UPS a call to discuss other arrangements that may include a pick-up outside of normal business hours for themat your home. In most areas UPS also is delivers, and picks up on Saturdays too. 

 

Respectfully,

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