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New Member
Posts: 1
Registered: ‎04-14-2019

Denied Return-Drone

Hello,
My finance and I just recently visit a Best Buy store to return an item. We brought the Drone a few day before we leave out of the country. When we purchased it we can’t wait to use it. We were super excite!!! Until we find out the day before we have to fly out of LAX that it need a permit to fly especially the country we was visited. So, we tried to get a permit while we there. However, the permit took at least 3 month to process. We didn’t get to use the Drone. Our faults for not doing enough research. Being a elite member we was told we have 30 days to return the item but, come to find out it was only 14 days on certain items. Unfortunately, we were stuck out of the country and was unable to came back on time. When we went into Best Buy store to talk to a customer service crew they seem to understand the situation and was very nice about everything but, they needed approval from the manager. When the manager arrive the crew member started to explain the situation. The first things he did was shake his head. His expression was telling us that he didn’t want to listen (he didn’t care). Then, he denied the return after him and his employee inspect the Drone and come to the conclusion that it was never been use. I was shock when he said “We can try another Best Buy store and they might approve the return, but he won’t”. I never been in a situation where someone could be so rude and make me feel so uncomfortable by the way he was talking to us.
I’ve been working in retail for 10 years based on my experience as a team leader it’s doesn't matter if I was dealing with a difficult customer I would never talk or treat my customer that way.
I understand that most businesses currently are not doing well and that it is hard to keep a good valued customer, but this is one of the main reason why.
I honestly wouldn’t mind spending more money on things that I like if I love to go to that store and I love the people and the environment and that’s why we always go to Best Buy.
At the end if I drive another 30 minute to the other Best Buy and they all denied my return I would except that because it is a policy. But I know that managers can make exception based on certain situations and we are valued customer and we would like someone to take action into this matter. We are not committing fraud so, please don’t treat us like a criminal!
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Registered: ‎08-08-2017

Re: Denied Return-Drone

Good morning, Tdr23,

 

Welcome to our community, and thanks for stopping by your local Best Buy store to pick up a drone before your trip!  I’ve seen some pretty spectacular footage captured by drones, and I have even contemplated investing in one for myself.  Given how often I move around, and how little time I usually have for my hobbies, I don’t think it’s the right time just yet.  It’s important you have the right permits to operate and transport your drone, so I can understand why you’d want to bring it back after discovering how lengthy the approval process was. 

 

My understanding is that while returning a drone does incur a restocking fee, it should still fall under the regular time frames for a return or exchange under our Return & Exchange Promise.  That said, if the drone’s packaging was not opened or the device was proven to be defective, you shouldn’t be charged a restocking fee.  While our store management teams reserve the right to exercise discretion over every transaction that takes place in their store, I’m uncertain why your particular request was denied.  I apologize for our having disappointed you.

 

I’d like to take a closer look at your experience and see what I can do to help.  Please keep an eye out for a private message heading your way shortly.  You can view your forum inbox by logging in with your username and password, and then selecting the orange envelope icon at the top of the page.

 

Thank you for writing to us.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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