Add Product

Search Results:

Reply
New Member
Posts: 5
Registered: ‎11-30-2018

Filing a formal complaint

Hello,

 

I feel like I fell into a salesperson's trap, and after they got my money they want to milk me for more.

 

I recently purchased two cameras from Bestbuy.com that I canceled that order online within 1 hour of placing my order on 11/15/18. The reason I canceled was because I stopped by my local Best Buy in hopes of trying out some cameras, and was approached by some employees in the sales department and ended up buying the cameras in store instead. They were very helpful, and explained specs and told me if I purchased in store they'd price match, and that they'd let me test the camera. This was on 11/15/18. I told them I just placed an online order less than an hour ago for the same two cameras, and they told me I can just cancel it and purchase it in store. They told me to return on 11/16/18 to test and pick up the cameras as they needed to go to another store to retrieve stock. Then, I thanked them for their efforts and great customer service and I canceled my online order WITH the sales associate present at best buy on 11/15/18 and received confirmation of cancelation.

 

However, on 11/16 the items ended up shipping anyway and I received a shipping notice. Therefore when I went to pick up the camera in store on 11/16/18 I informed them that the goods ended up shipping anyway and is there a way I can refuse the package, because I don't feel comfortable in shipping the return of almost 4500$ and trusting a shipping carrier during the Holidays. Or if that's not possible, I said I'd rather not take the risk and just take it to the store myself to ensure it gets returned in original condition. The sales employees assured me that's perfectly fine and told me I can just bring it to the store for a full refund, and there would NOT be a 15% restocking fee since obviously I wouldn't open it (because I ended up purchasing the camera in store already). The employees assured me it's not an issue on multiple occassions and that I can return it for a full refund at the local store.

 

I trusted them and proceeded to complete my camera purchase in store at Best Buy, and everything went smoothly until I tried to return the online ordered cameras.

 

Now these two cameras are very expensive at $2000+ per unit. I don’t feel comfortable in shipping it back, because having my own company I know shipping is crazy around the holidays and things get damaged or lost easily. Therefore, I tried to return the item at my local store as advised by the employees that sold me my camera at Best Buy. PLUS, the return policy clearly states that if the box is unopened, I am able to return it for a full refund and no restocking fee. The box is clearly unopened and I did not expect to encounter any issues especially since I double confirmed that returning this canceled order wouldn’t be an issue.

 

However, today when I went to my local store at City of Industry, the supervisor Eddie refused to accept my return citing that even though it’s never been opened, there will still be a 15% restocking fee simply because it's a camera (even though his colleagues told me something different). I informed him of my conversations with his employees, and explained him the entire situation and he didn't care. He said if I returned this UN-OPENED BRAND NEW box, even though there is proof that I bought the camera already in store and tried to cancel this online order same day within 1 hour of placing the order, he has to charge me 15% restocking fee despite his sales team telling me otherwise.

 

Eddie exhibited extremely poor customer service skills and kept cutting me off as I was trying to explain my story, and when I requested to speak to the employees that took care of my order he said all his camera men were not working today. He advised me if I didn’t want a restocking fee to mail my items back to Best Buy via mail. I informed him that due to the sensitive nature and expensive price of the products, I don’t trust the shipping carriers in handling it because there’s a risk of damage or lost package. He didn’t care, and told me there was nothing he could do for me and didn’t care that his employees assured me I could return my canceled online order since I purchased the items in store.

 

I was having a great experience with Best Buy and feeling good about my purchase, but now I feel lied to and am wasting my time filing this complaint and wasted 30 minutes in traffic returning an item that wasn't accepted. Never did I expect this to be my final experience when I tried to return the duplicate online canceled order. I want to return this item for a full refund as I was promised in store instead of mailing to prevent risk of damage/mishandling. I don't think I'm asking for too much here. This is absolutely absurd, and I want to ensure this matter is escalated to corporate office and file a formal complaint against the supervisor Eddie as well as the misinformation I was provided and false assurance. I don't understand how a supervisor with such poor people skills received their position.

 

Contributor
Posts: 362
Registered: ‎02-07-2011

Re: Filing a formal complaint

From what I understand there would be no restocking fee on an unopened camera. Eddie is incorrect. A moderator should reply with more information in a few days.
New Member
Posts: 5
Registered: ‎11-30-2018

Re: Filing a formal complaint

Yes, this was my understanding as well, and also what the employees that helped me purchase the camera in store told me. Eddie needs to get it together. Smiley Frustrated

Highlighted
New Member
Posts: 5
Registered: ‎11-30-2018

Re: Filing a formal complaint

It's been roughly a week, and a specialist still hasn't addressed my issues. Please advise what I need to do in this case

Best Buy Employee
Posts: 546
Registered: ‎01-09-2015

Re: Filing a formal complaint

With the increase due to holiday traffic, the wait is hovering around that time it seems. In an effort to expedite a resolution, have you tried contacting the store and seeking out the General Manager or Assistant Managers for assistance? The policy is pretty cut and dry, as long as it’s unopened there is no restocking fee.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
New Member
Posts: 5
Registered: ‎11-30-2018

Re: Filing a formal complaint

Yes, I spoke with Eddie who says he’s the supervisor of the store and I quote, he said “everything must be approved through him and there is a 15% restocking fee for cameras if they’re ordered online even if it’s unopened”. The assistant store manager wasn’t present that day for me to personally speak with but Eddie said that’s the store policy, period.