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Member
Posts: 12
Registered: ‎02-22-2020

Best buy store not honoring official policy

[ Edited ]

Hello,

 

I went through  Best Buy Columbia, MD (MDC#605/BBY#263) for a home theater set up. The salesperson provided a quote and I placed a deposit (total of $3550, $2550 in card, $1000 in gift cards). As part of the order on 1/18/2020, I was promised the delivery of a TV (Sony XBR900F) the week after stating that it was in their warehouse (as part of a Superbowl promotion). I did not receive the TV and made three separate visits to the store, during which I was told the TV was damaged at the warehouse. Because I did not receive any updates regarding the same for almost three weeks and also because the customer service provided was poor, I canceled the entire order ((2/12/20). I was refunded $1930.01 and was told the rest ($1619.99) would come as a check from the corporate office. Furthermore, I was denied an explanation and access to the store manager.

 

The receipt states a reference to the refund policy of Best buy at www.BestBuy.com/Returns:

 

Gift Cards and Canceled Orders

If you cancel an order that was paid for with a gift card, the purchase amount will be credited to your gift card within 30 minutes of the cancellation. If you no longer have the gift card, call us to request a new one.

 
Special Orders

You can cancel or return special order items. A restocking fee of 15% will be automatically applied if special order items are returned opened and nondefective. 

 

I have a cancellation receipt from the store that states that none of the items ever shipped, so a restocking fee was applied for items that never shipped. Therefore, according to your policy, I am eligible for a full refund and the store is non-compliant with what is stated on the receipt and your webpage. I went to the store twice to get access to the manager and I was told he's unavailable on both occasions (2/12/2020 and 2/21/2020).

 

Sincerely,

Amal {removed per forum guidelines}

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Member
Posts: 12
Registered: ‎02-22-2020

Re: Best buy store not honoring official policy

I think I posted in the wrong category, moved it to the correct one for store purchases. 

Highlighted
Member
Posts: 12
Registered: ‎02-22-2020

Re: Best buy store not honoring official policy

I could not move the message. So I’ll await the moderators response. It’s a lot of money and I’d like to not see this being tied up before seeking third party options.
Highlighted
Posts: 5,359
Topics: 168
Kudos: 442
Solutions: 247
Registered: ‎08-21-2017

Re: Best buy store not honoring official policy

Hello, sjoh2574,

 

Welcome to our community forums. That is quite a large purchase and if I were in your shoes I know I would want to understand exactly what was going on with my refund. I would be happy to help you take a closer look at this. I do have some further questions. It sounds like this refund was processed in full, just in two separate pieces. Can you please clarify on what you were charged a restocking fee for? While we do charge a restocking fee for some product categories, it doesn't sound like any of the items you purchased fall in these categories. You can find some more details in our Return & Exchange Promise

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Highlighted
Member
Posts: 12
Registered: ‎02-22-2020

Re: Best buy store not honoring official policy

[ Edited ]

Hello Andrew, thank you for your response.

I asked for a response from the store in person yesterday and met with John {removed per forum guidelines}, the original salesperson who said it’s a special order and I will be docked additional fees even if the item(s) was not shipped. I then assumed this is an erroneous restocking fee because your webpage suggests there is no fee for order cancellation before shipping and/or delivery even if it’s an item on special order.

I called the Best Buy main line immediately after this to register my complaint and I was told they have sent a message to the store manager. They also said I should receive a response in 24-48 hours).

I went through the main switchboard for help in the evening and they connected me to the store again. This time another salesperson said this is what they do for cancelling the order (there were other items that had not shipped including speakers). He also said he’s bad at math, laughing away, and that the computer does the calculations and he just follows what the computer says. I asked for the store manager and he said the manager, Mr John {removed per forum guidelines}, is unavailable and that he believed there was nothing more to address. As it was over the Best Buy main line, there may be call transcript that you can refer to which recorded this horrific response).

I feel I’m being punished as this is in direct violation of your stated policy. I’m a pediatric surgeon who is also on call taking care of sick children and don’t have the time and patience to keep going back to the store for the sales personnel to keep mistreating me. The only option for me was to find someone here to try and get assistance towards preventing customer abuse and retaliation at the hands of one store.

Hope this helps. Please direct me towards how I could understand why and how the additional $1620 could be refunded to me as I have no product delivered or shipped.

Highlighted
Member
Posts: 12
Registered: ‎02-22-2020

Re: Best buy store not honoring official policy

Also, your webpage says this: There is no restocking fee if the product is unopened or if the purchase and the return both occur within: AL, CO, HI, IA, MS, OH, OK, SC and where prohibited by law. The restocking fee will be taxed in select states.

So how do I get charged a restocking fee for an order that was not even shipped or delivered? I have a cancellation receipt that explicitly states the none of components of the order were shipped let alone unopened.

Highlighted
Posts: 5,359
Topics: 168
Kudos: 442
Solutions: 247
Registered: ‎08-21-2017

Re: Best buy store not honoring official policy

Hello, sjoh2574,

 

I appreciate your response. I'm still a bit confused as you said you mentioned that the second portion of this refund was being processed by check. I'd like to review your account history to get a better understanding of these transactions. Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

Customer service PIN (located at bottom of receipt)

 

You can send me a private message by clicking the blue button at the bottom of this post across from my name. I'll keep an eye out for your response. 

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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Best Buy Employee
Posts: 2,049
Registered: ‎01-09-2015

Re: Best buy store not honoring official policy

Based on the part about getting a quote and placing a deposit, this sounds like it was purchased within the Magnolia Design Center of the store.

 

Does the receipt look like a typical Best Buy receipt or was it printed on an 8.5x11" sheet of paper?

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Highlighted
Member
Posts: 12
Registered: ‎02-22-2020

Re: Best buy store not honoring official policy

It was a magnolia, you are correct.
Highlighted
Best Buy Employee
Posts: 2,049
Registered: ‎01-09-2015

Re: Best buy store not honoring official policy

I thought it sounded like it.  AndrewB-BBY asked for the Customer Service Pin number for the private message details he needed to follow up.  In your case, you won't have that.  You will have a 6 character invoice number (upper right corner of the invoice) that you can provide instead.  Also, because of how the Magnolia systems carry information over to the MyBestBuy account and purchase history, the team here will most likely need to reach out to the local team to get all the details.  

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***