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New Member
Posts: 4
Registered: ‎10-30-2020

Embarrassed, Upset and Confused after treatment from local store

 

Thats the only way i can describe feeling after leaving one of my local best buys following a disc fusion surgery that has made regular trips to my favorite best buy store much more cumbersome and infrequent than before my surgery, when i was i was shopping there exclusively preparing my smart home automation and entertainment i was seeking post surgery to make my life as comfortable as possible.

 

It started on September 28th  in the La Jolla CA best buy, upon trying to return a IBUYPOWER computer that was delivered broken and stuck in a bios update cycle.  I arrived at the best buy (not my immediate local one but one that i visited frequently because of its proximity to my girlfriends house down in San Diego.  One of the employees suggested building my own PC because prebuilt are usually built with shortcuts taken, something i had witnessed twice already with IBP computers.  After doing some research i decided that i did want to do that, so when i entered the building i told the woman that i wanted to return and exchange my computer (it was well within my 45 days as a best buy elite member) and that i wanted to purchase and order the parts that i could and then get the rest of return as store credit because i had just gone through a situation where a undelivered package from best buy took 40 days to refund and was planning on spending it all on parts from best buy anyway.  I figured it was better for both parties seeing as i don’t have to worry about a delay in getting my money and best buy get tostados guarantee that they are not losing a customer or an order to any outside business.  However i was treated like a criminal upon my request, with the woman scoffing at me that Best Buy does not operate that way and insinuating i was trying to run some scam based on my request for store credit for the few parts that were unavailable for purchase at the time the new GPUS from NVIDIA which best buy has exclusivity on but are not available to pre order or reserve.  She immediately called someone on her phone and walked into the back employee area while all the other team members avoided eye contact with me and a few other customers left the store.  She was on the phone for probably about 25 minutes before she came back out and said that the computer is not letting her return the item and that i was flagged for to many returns.  While i admit that i have had more than usual returns during covid is was strictly because of the situation and not being able to sit and talk with magnolia or best buy specialists to make sure that my purchases were exactly what i needed for my upcoming situation.  They had the exact same model that was trying to return in that store an IBUYPOWER BB993 so i asked to just exchange my broken item for that item and she once again left to the back area while side eyeballing me saying that she was trying her best to help me. She came back and said all she could do was exchange my computer and that she was doing me a big favor because my account was flagged. It should be noted that  I was also looking to pick up a new LG CX tv during that same visit but no store employee wanted to help me, luckily the customer service at the Mission Valley Best Buy is top notch and Matthew from the Magnolia team stayed past closing to help me get my perfect tv that very same night, even though i swore off all best buys upon leaving the la jolla location based on how awful i felt.

 

Fast forward to last week, i have had my surgery and decided to go in to my local best buy (Oceanside, CA)  to exchange that computer for a  even more expensive pre built that had a 3080 in stock which are impossible to come by, so got my neck brace tightened and had my mother take me there only for the store manager (who is always friendly with me) to inform me that they couldn’t exchange it because it came up flagged.  He assured me that i should totally be able to return the item, citing that it said that i have until November 26th to return the item, and that although i did have more than usual returns, considering covid, my unique situation with my surgery, and the fact i always made sure to buy  GSP and exchange insurance. He informed that these flags are normal automated process that happen and i should call the 800 number because they would just want to make sure that all the purchases were not fraudulent and explain to them what was going on so i could get the flag cleared and exchange my computer. 

 

So i call the 800 number only for them to tell me that there is not flag on my account on their end, and that the flag would have had to been initiated at the store level, by the manager herself.  I went back to my local best buy where the initial computer was purchased, and the manager regretfully told me that since i had exchanged the computer (and bought the GSP again) at the La Jolla store, that he could not remove the flag even though he believes that i am well within my rights to exchange my computer.  So here i am confused, embarrassed, and in physical pain, afraid to go back to the jolla store out of fear of being shamed.  I don’t understand how they could treat someone who has spent so much money and been such a loyal customer like a felon.  Needless to say the prebuilt i wanted to exchange is sold out, however, i would like to do my original idea, of building my own computer however now an all AMD build with the new Ryzen processors and new AMD graphics card releasing later this month.  I can buy or order  most of what i need from best buy right now, however i need to wait for the new CPUS and GPUS to come back in stock, which is where i would prefer store credit again, even though  i could just take the money and buy a prebuilt OEM that has all the components i need already for cheaper than the computer i have from best buy.  If i could get any help or guidance i would very much appreciate it.  Im sorry for the long rant i just have been holding this in since it happened and am hurt by the actions of a store that i have been so loyal too. 

 

Sorry if that was hard to understand it is difficult for me to type and could be explained much easier over the phone.

Valued Contributor
Posts: 2,478
Registered: ‎02-07-2011

Re: Embarrassed, Upset and Confused after treatment from local store

How many returns is "more than the usual"?

 

Returns cost them money, generally they only flag it if you have had so many that it's actually costing them money to sell you things.

 

Have you tried emailing that store manager directly? That may be your best option without visiting the store.

New Member
Posts: 4
Registered: ‎10-30-2020

Re: Embarrassed, Upset and Confused after treatment from local store

All of my returns are usually exchanges for a more expensive or better performing item. Never flat out returns. Like I said it has been hard during covid because up until this last month it seemed frowned upon to spend extra time in the store, that and my local best buy had been extremely short staffed. But considering that I have spent 7k since March at best buy I doubt I was costing them more money than I was spending.
New Member
Posts: 4
Registered: ‎10-30-2020

Re: Embarrassed, Upset and Confused after treatment from local store

My current computer (the one I exchanged for) is once again experiencing about 3-4 random BSOD as well as being configured incorrectly on the motherboard. My receipt says I have until November 28th to return it, so I am hoping to that I will be able to order all the parts needed to build my own or buy a system with a 3080 GPU and pay the extra $400 or so from a different pre built manufacturer but considering how difficult it is to leave my house at the moment I'm nervous to make a trip 30 miles away to be made to feel like a crook and get mistreated in the store again. I am hoping that my local store manager who told me to go on this forum was correct that someone from BB will reach out and resolve the issue so I can do it locally at oceanside rather than in la jolla
New Member
Posts: 4
Registered: ‎10-30-2020

Re: Embarrassed, Upset and Confused after treatment from local store

So best buy elite plus customer support reassured me today that there are no flags or holds associated with any purchase of mine or my account in anyway, and that if any store says I have a flag to have the manager call the elite plus customer service line and they will make sure that they're aren't any issues. So it looks like I'll be spending a little extra dough to build my dream rjg! So a big shout to everyone involved showing me why you never let a sour apple ruin the bunch! Two major shout outs for the Oceanside and Mission Valley bestbuys for always going the extra mile not matter how big or small the sale is as well as the two agents I spoke with in the phone today who made sure my account was good to go and answered all my questions!

Thanks!!