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New Member
Posts: 2
Registered: ‎01-04-2020

Lex Park store has alienated this customer

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.
 
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Valued Contributor
Posts: 1,715
Registered: ‎02-07-2011

Re: Lex Park store has alienated this customer

They dont take back opened ink as they literally would have to throw it away and cant resel it.
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New Member
Posts: 2
Registered: ‎01-04-2020

Re: Lex Park store has alienated this customer

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.

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Posts: 7,183
Topics: 115
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Registered: ‎12-23-2016

Re: Lex Park store has alienated this customer

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, 

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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Posts: 18,071
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Registered: ‎09-29-2008

Re: Lex Park store has alienated this customer

1moreMC,

 

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

 

To check messages in your forum inbox, please ensure you have signed in with your username and password, then click on the envelope icon in the upper right of this page. From there you may review new messages and reply as needed.

 

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

John|Social Media Specialist | Best Buy® Corporate
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