Add Product

Search Results:

New Member
Posts: 2
Registered: ‎05-01-2019
Accepted Solution

Absolutely horrible experience

[ Edited ]

I purchased a Biokey TouchLock with a gift card my daughter got me at Christmas time. The very first time I used it, it broke. I tried to return or exchange it at the store and was told I had to go throught the manufacturer. This frustrated me, but really was only the beginning. I have called the manufacturer and left over a dozen messages over a three month period, to no avail. It was a $40 biometric lock and not worth anywhere near this kind of time investment, as you might guess. At this point, I can only give in to the current trends in retail. I have never been a huge Amazon fan, but when I had a defective product shipped from one of their affiliates, they refunded my money immediately, did not want the item returned AND shipped out a replacement at no cost. This was going overboard in my opinion, but I am severely disappointed in this experience with Best Buy. I do not have a working item that I paid $40 for, no one cares and I will just move on, but there is no way I can justify another transaction at Best Buy.


Bill {removed per forum guidelines}


Paoli, PA

Posts: 877
Topics: 36
Kudos: 48
Solutions: 86
Registered: ‎10-19-2017

Re: Absolutely horrible experience

Hey, CoachBill63,


For me, as little time as I can spend getting support for the things I purchase, the better! While I know it can be frustrating to have something stop working after purchase, once an item that is not covered by Geek Squad Protection is outside of our Return & Exchange Promise, it would fall to the manufacturer warranty for support, repair, or replacement. 


While it saddens me to hear that you are having trouble getting support from the manufacturer, I recommend continuing to use their methods of contacting their support team. 


I also want to take this time to thank you for your feedback on our Return & Exchange Promise. While we do stand by our policy, we hope that we get the opportunity to support you with future purchases.


All the best, 

Faith|Social Media Supervisor | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 2
Registered: ‎05-01-2019

Re: Absolutely horrible experience

Your response, while polite, leaves me to wonder whether you even read my post. Your policy is not an answer, it is the problem. If you do not stand behind the items you sell, then your services are not needed.I will deal with vendors who treat me as a proper customer. Sorry, Best Buy does not want to be in that category. I will not set foot in a Best Buy store again.Thanks for toeing the corporate line in your response.


New Member
Posts: 3
Registered: ‎05-31-2019

Re: Absolutely horrible experience

Usually if a product is broken, most retailors won't return them becuase, at that point, it is not defective. Manufacturers usually won't be able to help either once a product is broken. Even if you didn't intentionally break the product, it is still seen as broken. Some Best Buy stores are better than others at sympathizing with customers, even though it is not supposed to be returned due to the return policy. I'm sorry that happened to you.