Best Buy Store Purchase

[sjoh2574]

I have provided the alphanumeric codes to Andrew, who has reached out to the local store manager. I’m awaiting their call.

[Tasha-BBY Retired: Social Media Specialist]

Hi there, sjoh2574, 

Thank you for following up! As Andrew is currently unavailable, I hope you don't mind your private message being sent my way for review. I do see that Andrew reached out to the store regarding these interactions and situation, and that they have confirmed they should be following up with you tomorrow. Should you not hear from them or still need assistance afterward, please do not hesitate to reach out to us! 

Sincerely, 

[sjoh2574]

Sent PM, thank you

[sjoh2574]

I spoke with the manager. He states that because my order contained a special order item, they will dock 15% of its value, and said it’s their policy to do so the moment an order is made, even if the item has not shipped.

I’ve asked for this in writing, and am currently awaiting their response. This is because this policy is not in agreement with either my receipt terms or the terms listed on your webpage.

[KyleR-BBY Senior Social Media Specialist]

Hi, sjoh2574,

Thank you for the update on this. 

Please reach back out by private message once that final answer comes through from the store.

Sincerely,

[nckhammond]

I agree with the customer on this one, a restocking fee on an order that was never shipped, especially in part due to one item being delayed? Doesnt make any sense.

[sjoh2574]

I’ve been trying to get a response from the manager for several days and I finally received it almost 2 weeks after the cancellation of the order. I appreciate the moderators’ efforts in getting the store to respond.

Here is the update that be of interest to many here: the manager stated that Magnolia policy is different from that of Best Buy. In principle, according to them, this is a ‘special order’ fee that is only documented on a piece of paper that is in the store’s possession. It is misleading because it’s different from what is stated on the receipt, and according to them, it is on the magnolia register. I have never seen this specifically because the store took my deposit for the ‘special order’ item over the phone. I wonder how it is a reasonable business practice. Anyways, buyers beware!

[KyleR-BBY Senior Social Media Specialist]

Hi again, sjoh2574,

I'm sorry that the cancelled order fee on special order items was not made completely clear to you at the time of your purchase. 

We do post it in the store, and mention it when calling. During a long conversation like the one you had, it can absolutely be lost in the jumble, and we'll work hard to make sure we more effectively communicate this going forward. I will also look into the possibility of getting this updated online.

Thanks again for your feedback.

Sincerely,