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New Member
Posts: 3
Registered: ‎12-29-2017

Why Won't Stores Accept Returns

I want to know why a store won't accept a return according to the corporate return policies published on the company's website? I would also like to know why employees of the company couldn't give a d*mn less if they help solve a customer issue or just tell the customer to shove off.<br><br>I bought a TV in early December that was shipped to my house. Upon opening and setting up, it was found that something inside the TV is cracked and it doesn't work. The Best Buy policy says return a damaged/defective item to the store for replacement. I hauled the 50" TV to the store in 15° weather while I'm 7 months pregnant and the store said they would not return the TV, I would have to do it through their customer service number. They even had the exact same TV in stock in the store. Explaining that I was following the company's own direction, they didn't care and sent me away saying that may be the published policy but they have their own policy and refuse to do what the company asks customers to do.<br><br>I am deeply disturbed by the lack of care giving by the store managers (I spoke with two). I am even more deeply disturbed that Best Buy claims one thing and does another. <br><br>I'll never purchase another item at Best Buy, ever. Amazon will serve my electronics needs going forward.
Posts: 1,425
Topics: 21
Kudos: 120
Solutions: 73
Registered: ‎08-21-2017

Re: Why Won't Stores Accept Returns

Hi there Rj00-

 

Thank you for registering to our Forums and taking the time to reach out to us regarding your TV. I am sorry to hear that the store location you visited did not allow you to process a return or exchange on this TV. I can absolutely understand how frustrating it would be to take your TV all the way to your local store only to told they won't allow you to exchange it. As you mentioned, our Return & Exchange Promise does allow for defective or damaged items to be exchanged. I am happy to help you get your feedback to the right place. 

 

Using the email address associated with your Forum account I was able to see that you contacted a customer service agent and they were able to process a return label for you. I am glad to see that we could get that resolved. I would like to reach out to the store location that refused this exchange and log it here at our Corporate Offices. Can you please let me know which store you visited and who you spoke to? You can respond here or send me a private message by clicking the button at the bottom of my post if you prefer. 

 

I look forward to hearing back from you so I can further assist you in this matter.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎12-29-2017

Re: Why Won't Stores Accept Returns

A return label was issued and sent to my email. But I have not been able to get a reorder placed because I was bounced around on the phone over and over
First transferred to"the department that can place the reorder." That transfer asked me to enter a transfer code - I was not given one. Eventually a person picked up and tried transferring me again. That call was disconnected. I called back and was transferred. The women said she does do reorders but only for TVs up to 42". She said the larger TV's had to be reordered through the Geek Squad. She transferred me. The call disconnected. I gave up at that point since I needed a break from the frustration.

The Parma, OH store is the location I visited. I spoke to managers Brandon and Jordan. I would appreciate hearing why the store took a position opposite to company policy and if I should assume the lack of customer consideration is generally how the store is run.
Posts: 1,425
Topics: 21
Kudos: 120
Solutions: 73
Registered: ‎08-21-2017

Re: Why Won't Stores Accept Returns

Hi there Rj00-

 

I am sorry to hear that you are having some difficulty getting this TV reordered. I am not sure why you were transferred to a different department, typically our phone agents are able to help create an order. I apologize that you were transferred to different agents to get assistance with this issue. 

 

I have reached out to our Best Buy Parma store location to get some further information from them regarding your visit. Once I get some further information I will let you know by responding here. If you have any question in the meantime, please let me know and I am happy to help as much as I can. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎12-29-2017

Re: Why Won't Stores Accept Returns

Hello, have you received an explanation back from the store as to why the store was not interested in following Best Buy's published return policies? 

 

After additional run around from Best Buy to get the TV reordered, it was supposed to be delivered today. As of this morning, Best Buy has delayed the order, saying it would arrive by Feb 7 (unacceptable), but said I could pick up the same model in the local store - the same store that I visited previously. The order was switched to an in-store pick up, which was later canceled and noted as item not available. I called the store, the staff checked the shelf and I was told that there are PLENTY of this model in-stock on the shelf. Why was my pick up canceled by your system??????

 

I contacted customer service online through the website chat option. The operator provided me with a case ID to pick up the TV in the local store (Parma) and take the defective TV back to the store. Just as I had tried to do 2 weeks ago, when the store sent me away. 

 

Is the store going to give me a hard time about this transaction when I come in with the case ID?  I've pretty much had it with the never-ending run around I've been given by Best Buy to get this order settled. You may wish to let the store managers know that I will be there this evening, Jordan, Brandon, and John. I would be interested in an explanation from them as to why I was blown off at the store on my last visit. 

Posts: 1,425
Topics: 21
Kudos: 120
Solutions: 73
Registered: ‎08-21-2017

Re: Why Won't Stores Accept Returns

Hello Rj00-

 

Thank you for your response. I am disheartened to hear that you are still having difficulties getting this TV replaced.I can completely understand how frustrating it would be to get conflicting answers on the status of your order. I am glad to look in to this to see how I can assist you in this matter. 

 

I have not received a response from our Best Buy Parma location as to why your original return was denied. After reviewing your order I am unsure why this item was cancelled for in-store pickup. Based on what you have explained it may have been a miscommunication between our order system and our inventory system.

 

Were you able to work with our Best Buy Parma location to purchase this TV? If not please let me know and I will be happy to further research the best way to further assist you. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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