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Posts: 1
Registered: ‎08-06-2019

Exchange - Bose Q35 II - Damaged


A vendor I deal with purchased me a gift of the Bose Q35 II black headphones.
The package was marked as delivered though never actually arrived as I checked my ring door bell.
A reshipment was sent out and finally arrived after another week. This time I went to the store at West Palm Beach and spoken to the Store Manager (The head in charge) and wanted to exchange it for silver ones instead of the black ones I received. The store clerk in the midst of making the order destroyed the zipper on the case, when I addressed this to the Store Manager he said no problem you are still under warranty. After 1 hour of waiting for the exchange the store manager came back and claimed another pair was exchanged at the Boca Raton location. This wasn't true as I never received the first package or exchange any item. I only spoke to the Boca Office and an exchange was processed via the phone though not in person. After this whole issue I was told by the West Palm Beach Store Manager to leave the store and go to Boca Raton with the damaged headphones even though coperate stated it was up to the Store Manager to process the exchange. Boca Raton did not want to assist me as either so I was left with damaged headphones and reached out directly to Bose themselves. At least with Bose they are more humanly friendly and customer siding.
I believe this organization has severly under trained/under qualified staff that treat customers with extreme disrespect without taking responsbility for their actions.
What compensating factor does BestBuy corporate have for an incident like this?

Posts: 439
Topics: 24
Kudos: 88
Solutions: 29
Registered: ‎02-08-2019

Re: Exchange - Bose Q35 II - Damaged

Hey there, rasaad,


Welcome to the forums! I'm so sorry to hear about this experience. A missing package is one inconvenience, the replacement another as it was the wrong item, and finally, the store experience you had was another inconvenience to you. I am so sorry about this! 


Please send us a private message with your full name, email, phone number, and order number(s) and I am happy to look into this and see what I can do to help. 

Looking forward to hearing from you,



Meg|Social Media Specialist | Best Buy® Corporate
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