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New Member
Posts: 1
Registered: ‎06-29-2020

Formal complaint

Good evening,

For the past few years i've love shopping from bestbuy, it is my go to electronic store to buy from, However I am very dissatisfied with the service from one of your stores on 86th Street and Lexington, new york. I had placed an order pick up for a couple of headphones ( Boss 700 silver, Sku:6332175) On June 17, I went and got my product and have been using it ever since and sound quality is amazing. However, I’m dissatisfied at how quickly the finishing on the sides starts to wear off. To me, that's just unpleasant to look at, and so I decided to go and return this item before my return window closed. I get to the customer section only to be told that I can't return my headphones.

The lady at the desk is telling me I can't return it because they are not new, now obviously I don't want to sound like a jerk, but of course, they are not new, and they won't look new after someone has used them for weeks, do you guys really mean to tell me that if a person buys something like controller and the rubber material starts coming off after a week then you can’t return it?! Absolute madness. I requested for her manager because this just sounds outrageous at this point, now Mr.Luis the General store manager starts giving me a whole run around to not return my headphones. He says that he can't return them because they dont look as of purchase, and then starts talking about how the charger cable doesn't even look used so it doesn't match, and to top it off he goes on to tell me that I have to contact BOSE to replace my product!! Seriously, Why!? I bought the item in that same store; I have all the documentation,order number, my ID, my credit card from the purchase, and all the contents that the item comes with, original cables and all, yet the manager didn't even bother asking for any of it. That's very unprofessional service, the headphones work perfectly fine and they are not broken or missing a single piece.

I'm very unhappy with the "service" I got, the general manager even had the audacity to just leave me mid-conversation like I was not even worth the time to assist. All I'm trying to do is return the item I bought. This whole experience did not feel like I was being taken cared of as a customer whatsoever, specially not the service you’d expect from a store manager!
I would like to be contacted back in regards to how to go on about returning my item and getting my refund. 


Thank you,

Jean R.

Valued Contributor
Posts: 1,617
Registered: ‎02-07-2011

Re: Formal complaint

Unless you purchased thier extended warranty the return policy states all returns must be in like new condition
Posts: 598
Topics: 22
Kudos: 119
Solutions: 26
Registered: ‎11-23-2018

Re: Formal complaint

Hello, Jean, and welcome to our online community!


Thank you for reaching out to us through the forums. As you can tell, we are a little backed up on inquiries, and I apologize for this delayed response. Regardless, we want to make sure you receive the support you've been searching for with your recent order.


I have a pair of Bose headphones as well, and I love them. While I'm glad to hear you like your pair as well, I hate to learn that the finishing on the sides of your product is wearing off already. I can imagine your concern after being denied a return for this item, and I appreciate you taking the time to explain this situation.


While nckhammond is correct regarding the like-new condition returns must be in, according to our Return and Exchange Policy, I'm wondering if you've contacted Bose directly regarding a possible manufacturer warranty this device may have to cover this kind of issue?


I'd also like the chance to reach out to the 86th And Lexington store location regarding your experience there. Can you please send me a private message including your full name, email, and phone number? You can find the blue option to message me to the right of my name, below.


All the best,


Social Media Specialist

Allison|Social Media Specialist | Best Buy® Corporate
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