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Member
Posts: 12
Registered: ‎01-08-2019

Lost $500 to Bad Customer Service at Santa Clarita Best Buy

[ Edited ]

tl;dr

 

I was gifted a BF laptop (Model: I7573-7944BLK-PUSSKU: 6208308). The laptop had some hardware defects. I started a warranty claim, but thought a Best Buy exchange would be quicker. Best Buy employee tells me I can exchange my laptop for similar model in another Brand. No one explains to me that my laptop retails for $500 more than the purchase price. After completing the exchange, realizing the pricing discrepancy, I asked to get my original purchase reinstated. Get told by store supervisor that they will not honor my original purchase and that there is nothing they will do to help.

 

Longform:


I was recently gifted a laptop that was purchased on Black Friday. The laptop was defective (bad touchpad and touchscreen), and I started a warranty repair with Dell when I decided to check and see if they would replace the unit in store under their extended holiday return period.

 

On 12/28/2018, I visited the Santa Clarita Best Buy with my Dell in order to compare its performance to a floor model. While I was looking, an associate approached me and offered to help. I explained that I had received the Dell as a gift, and that it was purchased on Black Friday, but that it was having hardware and performance issues (part physical, part software). The associate said I had the option of exchanging it for the same model, hopefully not defective, but further added that I had the option to exchange for a similar model in another brand (he recommended Lenovo over Dell for software support reasons).

 

I returned on 01/03/2019 with the Dell boxed up ready to be exchanged and spoke with a customer service associate who began processing my return. I said that I wanted to exchange the Dell for another model, based on the information given to me by the prior employee. As I did not have a receipt, she looked up the order through my Dad’s phone number which showed a purchase price of $899.99. As it was a gift, I did not know the actual value of my laptop, and went to pick a laptop of equal value (Lenovo Yoga L380).

 

What was not explained to me, by either the first associate or the customer service associate, was that my laptop currently retails for $1399.99 (Model: I7573-7944BLK-PUSSKU: 6208308). – a fact I would discover when I got home later that same day. So, without realizing it, I had exchanged away $500 in value when my original intention was to get a replacement from Best Buy and avoid Dell’s warranty repair system (2 to 4 week turnaround).

 

***Now the trouble begins***

 

Realizing I was better off with a simple exchange, I contacted Best Buy’s Twitter Support and spoke with “AndrewB” to explain what had happened and what could be done. He recommended my best bet would be to contact the store manager directly.

 

On 01/05/2019 I went back to Best buy and spoke with Craig, a Geeksquad Supervisor (a store manager was not available). He stated that they are unable to give me back my original purchase because that would require price matching the Black Friday price, which is not possible because it is a manufacturer special deal, and that there is *nothing* that could be done.

 

Really? Nothing? I am totally confused. What does price matching have to do with undoing a decision made on incomplete information and return polices, as provided and executed on by Best Buy employees?

 

Being flatly told by Craig that it is "No longer our problem. The system won't allow it" feels like insult on top of injury.

 

Am I being unreasonable in my assumption that I should at least be given the option to get my original laptop back? Heck, it can even be the defective one and I'll mail it to Dell for warranty repairs (they already sent me a box, I only went into Best Buy because I thought it would be faster than Dell).

Is it too hopeful to expect Best Buy to offer up a similar model in another brand based on the actual value of the *defective* laptop, rather than the purchase price?

 

I am hoping that there is someone moderating this forum that has the ability to at least restore my original purchase and undo this massive headache. 

Original order #: {removed per forum guidelines} (Nov 25, 2018)

Current order #: {removed per forum guidelines} (Jan 3, 2019)

Posts: 3,012
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Registered: ‎04-18-2017

Re: Lost $500 to Bad Customer Service at Santa Clarita Best Buy

Welcome to the Best Buy forums Tasl-

 

Thank you for allowing us to provide you with the response that might shine some light on the situation that unfolded.  Although it may not be the response you were hoping for, I believe I could explain what took place and why we’d be unable to assist any further with this.

 

Because the order was returned without a receipt the store managers have already made an exception to our Return and Exchange Promise.  Realizing the purchase was from a Black Friday special, where the Price Match Guarantee would not qualify, you would have had to pay full price for the same model because of the expiration of the promotion. 

 

I know that I cannot erase the past and what has taken place, but there would be no further options to explore at this point that could return us back to the original scenario.  Looking forward, I’m wanting to welcome you to write back to us if we an ever assist you with any other questions, comments, or concerns. 

JJ|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 12
Registered: ‎01-08-2019

Re: Lost $500 to Bad Customer Service at Santa Clarita Best Buy

They were able to look up the receipt via the phone number, which is how they pulled up the $899.99 purchase price. At the bottom of the list I have listed the original transaction ID and the new transaction ID. They made no exceptions during the transaction.
Member
Posts: 12
Registered: ‎01-08-2019

Re: Lost $500 to Bad Customer Service at Santa Clarita Best Buy

My primary goal at this point is to reverse my exhca get for another model and get a non-defective version of my original gift.
Member
Posts: 12
Registered: ‎01-08-2019

Re: Lost $500 to Bad Customer Service at Santa Clarita Best Buy

My point in bringing up the no receipt is that I had no idea what the original purchase price was (BF price), nor what the the actual value of the laptop was (retail price). Nor was I informed that by exchanging for another model I was forfeiting the BF deal price (a loss of $500).
Posts: 3,012
Topics: 69
Kudos: 253
Blog Posts: 4
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Registered: ‎04-18-2017

Re: Lost $500 to Bad Customer Service at Santa Clarita Best Buy

Good afternoon, Tasl,

 

Thank you for clarifying the return and exchange that took place.  Because there would be no way to erase the past, there would be no way for us to return to the point of time where the exchange took place.  I do apologize I'm unable to provide you with the response you were hoping for.  

JJ|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 12
Registered: ‎01-08-2019

Re: Lost $500 to Bad Customer Service at Santa Clarita Best Buy

That is an unacceptable response. "Our employees gave you bad information, resulting in a $500 loss at our store, but we can't erase the past."

Is there someone else I can speak with like?
Member
Posts: 12
Registered: ‎01-08-2019

Re: Lost $500 to Bad Customer Service at Santa Clarita Best Buy

This isn't a matter of honoring a price, or price matching - I was given bad information by Best Buy employees, upon which I made a decision that resulted in a loss of $500. Upon discovering the loss, I asked to have my original purchase reinstated. There are clear reciepts for everything.

 

Better yet, show me, as a consumer, where I could read about how exchanging a BF good would lead to the loss of the BF deal? Where in your public facing policies does it say that such an exchange will forever forfeit the BF price?

Member
Posts: 12
Registered: ‎01-08-2019

Re: Lost $500 to Bad Customer Service at Santa Clarita Best Buy

How would I, a customer, know about such a policy unless I was duly informed by a Best Buy employee? Which it should be plainly obvious that I was not informed... in fact I was MISinformed about my exchange and what could be done by YOUR employees. This isn't a matter of "going back in time"...

 

This is a simple matter of taking responsiblity for your employees and giving me a non-defective version of the original purchase.

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Registered: ‎07-27-2017

Re: Lost $500 to Bad Customer Service at Santa Clarita Best Buy

Good afternoon,

 

My name is Mel and I am one of the managers for Best Buy's Social Media Team. Our team, holistically, supports customer care efforts across Twitter, Facebook, Instagram, and here on our community forums. While not ideal, you've received the same response from both Andrew and JJ, and at this time, that response remains unchanged. 

 

I understand that while it may feel like a really simple thing to reverse, the actual return itself is complete and we only have a very small window (minutes) that we can reverse a transaction.

 

Andrew has reached out to store leadership to see if there are potentially any further options left, but there are no promises or guarantees for a different outcome for this inquiry. I encourage you to continue your interaction with Andrew via Twitter at this time. 

 

Respectfully,

Mel|Social Media Supervisor | Best Buy® Corporate
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