I am an Elite Plus Member, and I have probably been the higher Best Buy status since about 2010. I recently attempted to return 2 items at a store and when I returned one of them I was surprised to see a message about how any future returns could be denied. I was surprised by this, because I have probably returned more in the past at one point then any point in this past year. I signed it with it being no choice to complete my return. I did not understand why I was getting this message. I have always in the past had hassle free returns and I liked the peace of mind of trying something out and then having the opportunity to return an item if I didn’t like it. I then attempted to return the second item and immediately was denied. I was not expecting this to occur so quickly. I was wanting to do all of the returns intended to that day and was going to stay aware of the chance that any future returns have the possibility of being denied. I was instructed to call a number in regards to the denial and I was told there was nothing the store could do. I called the number given and there was no effort to help. All they did was just tell me the same information and I was told I could be denied returns at Best Buy for up to a year. I decided to go onto Best Buy’s website to check for any form of contact of anyone willing to help me. I did not see anything that would get me to talk to someone with authority or could help. I decided to use the Chat feature on the website and asked simply for a corporate number or some form of contact I could address my issue. The Chat Representative attempted to find out the issue and help me and lead me to a phone number to contact for my situation. I saw that the number was actually different than the number I called from the denial receipt and I was a little hopeful I may be actually talking to someone that can help me. I picked an option on the prompt that just lead me to the same third party company that didn’t help me before. They asked for my reference number and I did not have it and did not think I needed it at that point, because I thought I was going to speak with Best Buy this time for help. They asked me what store it was for and I was thinking they were asking for the location of the Best Buy. I did not realize this was a third party company and wanted to know the name of the store. I told them it was for Best Buy and the person on the line told me they can’t help me, because they need the reference number. I then decided to call the store I am a regular at and asked to speak with a manager and told him the situation and again was told there was nothing the store can do, but suggested I call the Best Buy number and select the option for Reward Members. I then called and followed the suggestion and was told they could not help me and transferred me to the return department. Once I was transferred I then asked to speak to a supervisor, because I knew that at their level they would not be able to help me. They decided to attempt to try and help me anyway without a supervisor and I explained the situation and gave him a chance. He told me he was unable to do the return for me and to do it at the store. I told him again that I have already been through this and that is why I was calling the number and that the store said they could not help me. He assured me that the store can override the denial. I then told him that I would like him to contact the store and tell them that, because I was told otherwise. He agreed to do so and said he was going to talk to the store. I was on hold for about 10 minutes and then someone picked up the phone and I was confused on what was going on. The representative decided to not do what he said he was going to do and just dumped me in as a transfer to the store. The person who answered offered to get with the manager again even though I have already spoken with them earlier. I talked to the manager again and told him about my awful experience. He told me the reasoning of the third party with issues with fraud and such and I told him I was understanding on the reasoning of why there was implementation of such a thing, but issue is not being properly informed of such a policy. I have never had an issue in the past and I would have greatly appreciated some form of warning at the very least. I don’t feel that just having me sign something at that point and then the returns going forward would be denied for up to a year was a proper heads up. Had I known of such a policy or that I was getting close to this limit I knew nothing about, I would have changed the way I made my purchases. I was told this was implemented due to issues with people and fraud. I am not doing or trying to attempt to do anything fraudulent. The serial numbers are even reviewed when I return items. I am not happy about the situation and I plan on submitting my issues with the BBB. This could have all been prevented with someone simply giving me a heads up of the situation. As many purchases as I have made with Best Buy, it’s only logical that the probability of me returning items are going to be higher. I don’t see why no one will fix this issue for me. It seems like a horrible business decision to not make an exception for an item return and have me spend the amount I usually do at Best Buy somewhere else. I wish this issue would be addressed appropriately. I have been treated terribly by most of the people I have spoken with and with people who just don’t care.
Tasha-BBY
