07-01-2019 05:01 PM
I am trying to get some help with a return that was denied at my local Best Buy. I purchased some wireless earbuds for my husband for Father's Day. At the same time, I purchased the same earbuds that he had been using that broke. They were on sale, and I thought they would be a good backup in case he didn't like the other ones. It turned out that he really liked the true wireless earbuds, but the ones I had bought him wouldn't stay in his ears. I returned that pair, but held onto the backup pair. I asked a salesman for help and told him what had happened. I discussed three choices of wireless earbuds with him and decided to just buy all three for my husband to try, and if those didn't work, I would just stick with the backup earbuds. The salesman never indicated that there may be a problem returning the earbuds. My husband took several days making his decision, meanwhile the return period was ending on the backup pair of earbuds, so I returned them, unopened, but I was issued a warning that future returns may be denied. I tried to get help with this issue at that time since I knew I would need to return 2 more pairs of earbuds, but I was told they couldn't do anything for me. I called The Retail Equation as the people at Best Buy recommended, but they were very unhelpful. They told me I wouldn't be able to make any returns for a year! They couldn't answer any questions, all they could do was send me a return activty report, so I finally let them send me the report. Meanwhile, my husband chose the most expensive earbuds, and I tried to return the other two, which he said did not work well on phone calls (this is important to him because he uses them at work, and spends a lot of time on the phone). The return was rejected. I received the return activity report, which covered all of the returns I've ever made going back five years. As far as I know the report is accurate, but I still don't understand why I am not being allowed any returns. All of my returns have been made with a receipt, within the return period, either unopened, or with all of the packaging, documentation and parts and in the same condition in which I received them. I have tried calling Best Buy Customer Service and another number I found for Corporate Headquarters, but they just send me back to the Retail Equation. If I want to dispute with them, they want me to send them a letter in the mail, which will take way too long, and I won't be able to return the earbuds even if I am cleared, because the return window will be over (I only have 2 more days). I am extremely frustrated, and at this point, I don't think I'll ever shop at Best Buy again! It's a shame because I have bought all kinds of things from Best Buy over the years from appliances, to TV's to computers, but I can't risk getting stuck with something I can't return again. Please just fix it so I can make this one last return!
07-01-2019 07:34 PM
The only recourse would be to follow the instruction that was provided to you by The Retail Equation. Write the letter to get this looked over for an official dispute. With apologies, there are no representatives within our company that would be able to assist more than to ask you to do the same thing that TRE has recommended about sending them a letter.
Our Return and Exchange Promise does state:
Like many retailers, we use a third party to help prevent fraud and losses due to excessive returns. Our third-party processor may record your ID information when you return an item and keep it in a protected database. Based on your history of returns and exchanges (e.g., the number and frequency of returns and the products returned), you may be denied return or exchange privileges after a warning, even if you have a receipt and have otherwise complied with the policy. Customers who are warned or have been denied an exchange/return may request a copy of their Return Activity Report by calling 1-888-224-1920.
Since you've already received your report, and are claiming it's accurate, follow their next direction and get the dispute underway.
07-01-2019 07:42 PM
I am not sure how opening a dispute by mail is supposed to help me, since the earbuds I want to return will be well outside the return window by the time the dispute is resolved.
07-01-2019 07:50 PM
realizing what you're wishing to do, and what has been instructed for recourse, I can only recommend pointing you in the right direction which is to mail the dispute.
Best Buy has their hands tied until this has been completed.
07-02-2019 12:14 PM
Welcome to the Best Buy Forums. Thanks for making your first post.
Being able to place a return or exchange, should such a situation arise, is just one of many reasons that most of our customers can shop with confidence at Best Buy. I'm sorry that we weren't able to process your most recent return request. While I would not be able to guarantee a different outcome, I can help have your account reviewed by a specialist. If this is something that you would be interested in, please send me a Private Message with the following information:
You can find a link to send a Private Message in my signature.