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Posts: 1
Registered: ‎03-02-2019

Attempt to Return Unopened Product

My 82 year old grandmother, who has limited driving, asked me to take her to Best Buy in mid January to see if they could sell her a replacement tv remote because she could not find the original remote. I brought her to the store in Schaumburg, IL, spoke to two different people working in Best Buy, and eventually found a remote that would work for her tv that cost just under $45.00. 

Both her and I were very specific in asking about the return policy because she was hopeful the original remote would still be found. We were assured that as long as she brings it back in unopened, she would be abe to return the product. 

Sure enough, she found the original remote. 

Since we have had extreme weather in Chicago and her driving is limited even in nice weather, she did not get back to the store until March 1. She attempted to return the product which is unopened and the cashier refused, stating that if she wanted to return it she should have come into the store within the 15 day timeframe alloted for returns. She was so incredibly rude, so we asked for a manager. The manager was not helpful either and rudely agreed and said it isn't his fault she didn't return the item within the 15 days and no, he would not return the item. My grandma tried explaining that she doesn't drive much and that because of the extreme weather she couldn't get back sooner. The manager rudely told her that is not his problem and they would not accept her return. 

She is 82 years old, limited driving, specifically asked about the return policy when she purchased the item and was never told she only had 15 days to return it, and did not need to be treated so badly by the manager, and $45 is a lot of money for someone who lives on a fixed income. 

I am extremely unsatisfied and so is she.

Posts: 440
Topics: 34
Kudos: 101
Solutions: 31
Registered: ‎10-03-2017

Re: Attempt to Return Unopened Product

Hi there mmbrod02,


Welcome to our Best Buy Forums community!


It's very nice of you to try and help your grandmother out when it comes to helping her purchase a new TV remote and helping her try to return the remote later on. As for our Return & Exchange Promise, it is true that we do accept returns and exchanges of most items within 15 days of purchase, and this period is extended for our My Best Buy Elite and Elite Plus members. That being said, this definitely doesn't sound like the true Best Buy experience that we strive to provide to all of our customers, and I would really like to hear more about your experience, so that I can ensure that it is addressed properly. If you could please send me a private message, so that I can gather some additional information, I would be happy to further assist and address any questions or concerns you have about this experience.


To send me a private message, please click the button labeled "Private Message" in my signature below. 



Vince|Social Media Specialist | Best Buy® Corporate
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