11-14-2010 04:09 PM
This just happened to me today and I already called customer relations about this situation. They are in the process of figuring out what to do.
I purchased an item on the BestBuy.com website. I also clicked the "gift receipt" option during my online purchase. I picked this item up in store and I was given the gift receipt from online purchase.
This gift receipt was used to try to exchange for another item in store. Apparently what happens if you ask to exchange something using a gift receipt from an online purchase is that the item gets refunded on the original purchaser's credit card. This also causes the individual to lose their item and they can't reverse any of this action.
This makes absolutely no sense at all. What is the point of a gift receipt if you use it and it gets refunded on the original purchaser's credit card?? Why can't you exchange for an item with an online gift receipt??
1. Best Buy needs to figure out a solution to this problem
2. I believe I should be compensated for trying to help out Best Buy improve their customer experience and dealing with all the employees blaming me for this situation. I probably won't be though.. it's fine, doing it for the good of society.
3. I think this is partly the fault of the employees at store 1480, especially the store manager. He was not helpful at all.
11-14-2010 05:39 PM
11-14-2010 05:41 PM
11-14-2010 07:06 PM
11-14-2010 09:03 PM
11-14-2010 10:23 PM
11-16-2010 11:11 AM
Thank you for posting your inquiry with us about our gift receipt return policy. I understand that this may be irritating and I'll do my best at giving answers to your expressed concerns.
As you may know, if you try and return an item originally purchased online; merchandise exchanges are NOT offered. Also, returns for online orders can ONLY be credited to the original form of payment. The store cannot issue an in-store credit to a BestBuy.com return.
With that said, I would like to see how I can personally assist and hopefully give you some additional insight. I'm relaying a private message to you so that I can get the details I need to research your experience. You may check your private messages by logging into your account and clicking on the envelope icon in the upper right corner.
11-17-2010 09:22 AM
11-17-2010 09:46 AM
I appreciate your insight and thank you for keeping us updated. I'm sorry that this happened but am glad that it was resolved. I'll certainly pass your experiences to the upper levels of store management, so they may properly address the issue.