Best Buy Store Purchase

[paulsiu]

1. Can you contact a store directly?

I call the local best buy's phone number so I can talk with the local store's manager to discuss option before I show up a the store (so it's not wasted). I am told that you cannot contact a local store directly.

When I did get to the store, I am told that this is true. You cannot call the store directly. When I call the 888 number, they told me this is not true. Who is correct?  How do I contact the store?

2. What's the likelyhood of exchanging an item of something of larger value if the item is not opened.

For example, I received a gift originated from best buy, but it appears to be incorrrect, so I wanted to exchange it, but it's pass the 15 day window. Is this something to the discretion of the manager?

[jdogg836 · Accepted solution]

Calling the store phone number routes you to a central phone support team, this ensures that wait times are shortened by providing you with the next available person.  This would be the correct answer and any variation is incorrect.

Exchanging items will be determined by the return period, if you are outside of that it falls onto manager discretion.  That local manager will make the decision.  

[hockeycanuckjc Community Veteran]

Like jdogg said, this would be up to the management to provide this service to you. I would politely explain in person at the local store what's happening and they would most likely provide a store credit for you and you can get your item. Also if this was a gift and someone paid for it using a CC it may be returned via the original purchasers credit card.

[paulsiu]

Thanks,

For #1, can you actually reach a store person if I call the store number? I had a question that the central office support staff said I had to talk to the store manager. I asked if I can be transfer to the store and was told that you can never reach anyone at the local store, all phone are handled by the central office. The operator indicated that I had to actually show up in the store. This is not a good policy since I am trying to avoid contact.

When I went to the store, the manager verfied that you cannot reach the store by phone, only the central office.

Is this information correct or not?

[Wesley-BBY Retired: Social Media Specialist]

Hi, paulsiu.
 

Thanks for connecting with us through our Community Forums. It’s a great way to not only get  you questions answered from a Best Buy Care Specialist, but building a community with other like-minded individuals who are willing to offer helpful suggests or tips that may also provide a resolution.

We’re aware of the challenges that our customers have faced when it comes to being able to communicate with a store location directly. We empathize with you and are working to resolve this. In the meanwhile, we would be happy to reach out to the store location within your area on your behalf.  If this is something that you would like us to initiate, please privately supply us with your name, phone and email address by selecting the blue button just to the right of my signature below.

We look forward to assisting you!

[paulsiu]

I just want to know the answer so I can figure out which Best Buy rep is giving me the correct info. At no point did anyone confirm the policy. Different Best Buy person has told me different things, either Best Buy just have different polciies for different stores or there's some confusion over the policy, so what is the answer?

[Wesley-BBY Retired: Social Media Specialist]

Paulsiu,
 

While there has never been a policy that a consumer may not contact the store directly, during the heightened period of the COVID-19 health crisis the decision to utilize our central telephone specialists helped with answering questions and concerns from customers, which allowed our store staff to focus on fulfilling the needs of customers retrieving orders curbside. 

Once again, we empathize with our consumers with the communication challenges they've faced, and are here to help in whatever manner possible. 

[paulsiu]

OK,

It is smart to utilize the central office to handle calls that don't get answer by the local store. Most vendor do not do this and when I call 80% of the time no one picks up the phone. I generally do not attempt to call the store because it's hard to get a person and just use the website. However, there are some issue not resolvable by website and keep in mind that Best Buy often tell the customer that they need to talk to the store, but then offer no option to do it without coming in person.

it's bad policy to ask the customer to go into the store in person in the period of corvid crisis. A smarter thing to do would be to transfer to the manager.

[paulsiu · Accepted solution]

In summary, I think the answer is that you may or may not be able to reach the store if you call. The store may or may not choose to answer the phone. However, if the phone is not answered, it will always be picked up by the national call center, who will typically resolved issues like whether something is in stock. I think this will work most of the time. However, if a call indicate that I have to go to a store to talk to a manager over an pre-purchase issue that could have been resolved over the phone, then Best Buy will just lose the sale.

What would be more of an issue is if there are after sale issue that requires a store manager to resolve. Again, it would be better if the store manager can resolved over the phone. If I have to resolve this in person, the experience will reflect negatively against Best Buy, which may result in possible lost sale in the future.

The best way for both customer and Best Buy is to have postive and uneventful experiences. Best Buy has my input, so I am signing out.