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New Member
Posts: 4
Registered: ‎01-03-2018

FUMING

My daughter wanted to start doing YouTube videos so she wanted a new camera for Christmas. In August I told her she go looking. My daughter found one she thought she wanted and I told her I would buy it for her and keep at my house and give it to her for Christmas.
She opened it on Monday (on Christmas) and decided after using it a few times that this camera was really not what she wanted and she wanted to exchange for a different one. So she contacted the store and they asked her what kind of membership she had she's a customer she doesn't know anything about tiers of membership she has. Then they told her that she had a 15 day return policy and that it was purchased in August and since it was purchased in August they said it was up to the store manager whether or not they would return it and I asked why they said because they get dinged on returns and exchanges. We were not asking for a refund all she wanted to do was exchange the camera and she would be keeping the money in the store. I am so frustrated. I am a customer and because they are going to get dinged they are not going to exchange for us. So I spoke to the manager and he said he has the authority to make an exception but he will not.The worst part of this all is it's not a $500 camera, it's a $3000 camera they will not do anything for me. I'm very upset. I asked if they would give us the opportunity to look at the camera and they will see it is in mint condition just as it left the store, and they can determine then after they inspect it to see if is in mint condition and he said nope this is my decision.
This manager "Ken" said there is no one else he is the only person to make this decision it's only at store level.
WOW I would like to escalate this complaint,
Please tell me how I can do this.
Posts: 596
Topics: 4
Kudos: 35
Solutions: 23
Registered: ‎10-19-2017

Re: FUMING

Hi Missgigi52,

 

Welcome to the forums and thanks for your post! The YouTube community sure makes some great videos. I’m happy to hear your daughter wants to contribute. I do, however, regret to hear about your frustration with an exchange. I’ll do my best to offer some clarity!

 

It sounds like our return policy may have been explained in a somewhat overly-complicated manner. Ultimately the reason we would not be able to accept a return of this nature is because it falls outside of the Return & Exchange period outlined in our Returns & Exchanges Promise. Per this promise, most products have a standard return period of 15 days. If you happen to be a My Best Buy Elite or Elite Plus member, this period would be extended to 30 or 45 days, but an item purchased in August would still not fall within this timeframe. I wholeheartedly apologize for any disappointment this situation may have caused.

 

Sincerely,

Luke|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎01-03-2018

Re: FUMING

So what are my options?
I did have someone say when I called the Best Buy line that she she purchased the warranty that might help me I also was told that the one warranty that was purchased alone they would take that back since it was at the mid rivers location.
Why would they let me take that back and nothing else this whole thing seems very sketchy to me and I am not happy.
Posts: 596
Topics: 4
Kudos: 35
Solutions: 23
Registered: ‎10-19-2017

Re: FUMING

Hey Missgigi52,

 

Having a Geek Squad Protection Plan on a product like this would typically allow it to be sent out for service at no cost should it become defective or have any issues. It wouldn’t have any impact on the exchange policy of the product it’s covering. The plan itself can usually be refunded at a pro-rated amount should you decide you no longer want it.

 

Regards,

Luke|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎01-03-2018

Re: FUMING

I already knew about the return & exchange policy so your reply was pointless. Obviously you did not read my initial complaint Luke.
I am dissatisfied with Best Buy management as to how they are handling my situation as I was advised it is up to the store manager at his discretion as to if he would want to make an exception BUT because they get ridiculed for returns at store level it is obvious this is why I am even having to write to this forum. So no I am not satisfied and no I do not accept as solution. I am an unhappy customer.
Posts: 596
Topics: 4
Kudos: 35
Solutions: 23
Registered: ‎10-19-2017

Re: FUMING

Hi Missgigi52,

 

I wish you weren’t unhappy! I absolutely acknowledge your frustration with the management and I apologize that you are unsatisfied with the outcome. While they may ultimately make the final call on whether an item can be returned or not, the main consideration they take into account is if it fits within our Returns & Exchanges Promise. In your case it regrettably does not.

 

Sincerely,

Luke|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎01-03-2018

Re: FUMING

Sounds like discrimination too me.
I am sure if I was related to that management from the purchasing store things would be held a lot differently. No need to reply Luke please. This is not going anywhere. I will only ship where the merchant stands up for the product they sell. Terrible service and return policy.
I have receipts it's not like I stole the merchandise. I see how you treat your customers and to keep them when they are unhappy.