Best Buy Store Purchase

[1moreMC]

Just before Christmas, I came to the store in Lexington Park MD to buy printer ink, Pixma PGBK 250. I found that ink as part of a combination pack with color cartridges, but I did not need the color cartridges at this time. Right next to it I saw the individual PGBK cartridge, so I purchased that - without noticing that it was for Pixma 270, not 250. I did not realize my mistake until I tried to install it several days later. 

I took it back with the receipt as soon as I got back into town (seven days later), and was told that since I had opened the inner package, they would not take it back. I explained that stocking the 270 adjacent to the combo-250 was misleading, and that I didn't know until I opened the package and tried to install it that it was the wrong cartridge. Their only response was, "I'm sorry." When I politely pointed out that failure to offer some accomodation would alienate a loyal customer, they seemed unconcerned. 

At home, I entered a chat with Best Buy customer sevice, asking how to lodge a complaint. The BB employee pointed me to a complaint form that I could email directly to the store. I filled it out and sent it ... one week ago. To date, the store has not even acknowldged receipt of my email.

I have heard stories of poor customer service before, but had mostly not seen it myself before. 

I am truly sorry that Best Buy would risk losing a customer who has spent thousands of dollars there in the past few years, and has signed up for the Geek Squad service contract.

[nckhammond]

They dont take back opened ink as they literally would have to throw it away and cant resel it.

[1moreMC]

So instead they expect me to throw it away, since I can't use it. For the cost of a $20 ink cartridge, they will lose a customer who spends $1000+/year at the store (and who will encourage others to not shop there.) 

In public marketing circles, there is a golden rule: It is easier to retain a customer than to attract a new one. With customer service like this, they are bound to follow in the footsteps of Circuit City.

[KyleR-BBY Social Media Specialist]

Hi, 1moreMC,

Welcome to the Best Buy Community forums. Thanks for getting in touch with us about this. I've picked up the wrong ink before, so I can empathize with you.

Under our Return & Exchange Promise, ink is specifically called out as nonreturnable once open. Because of that, we would not be able to accept a return on the ink. That said, I'd be happy to look into this for you to see if I can help out at all.

Please send me a private message through the link in my signature.If you include your name, email address, phone number, and the customer service PIN from your receipt, I can dive in and see what's possible.

Sincerely, 

[John-BBY Social Media Specialist]

1moreMC,

I received your message to Kyle. Thank you for those details.

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I hope this helps. We look forward to hearing from you.