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New Member
Posts: 2
Registered: ‎07-10-2018

Merchandise Return

I purchased a computer and picked it up at my Best Buy store on Market Place in Irving, TX on 6/23/18.  I bought the computer to work with a new security camera system.  I later found out that Windows 10 will not work with my system. 


I was told that Best Buy had a 30 day return window.  That was for sure your policy years ago.  I have been a customer with Best Buy for 30+ years with multiple TV's, computers, appliances, music items, etc...


I tried to return this item on 7/9/18.  Apparently, this is two whole days past your return window.  I talked to a Geek Squad general manager 30+ minutes.  I just wanted to ask is this your new policy of how you are going to handle things?  The manager went from telling me that he could do nothing, to offering me a store credit that I had to spend that day to offering me a store credit to take with me.  How many times his story changed proved he could give me credit if he wanted too.  I was completely honest with the guy that we had taken it out of the box, but had not even plugged it in.  He then asked if I wanted cash back?  Why do I want cash back?  I have not paid a payment or anything as it is on your credit card.  Why cant I just get a credit back?  Acting like I am trying to put something over on him.  Jason really needs some huge customer service handling lessons!


So my question is...Is this how you handle things now a days?  You would rather alienate a lifelong customer who has spent 10's of $1000's in your store.  Just over missing the return window by two days?  As it stands now I will pay off the card when ever I am billed and close my accounts with you and make sure no one in my family ever steps foot in a Best Buy again.  It seems like you would want to keep the good returning customers that have spent large sums of money coming back.  Why not keep that customer happy where he tells friends and family what a solid you did for him instead of making that same customer so completely turned against your store?  Up to you to help with a simple mistake.  

Posts: 8,369
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Registered: ‎11-10-2008

Re: Merchandise Return

While I understand your frustration the return policies are in place for a reason.


The management or supervisor of the store is not obligated to extend any courtesy to products that are returned outside the return and exchange policy here


It sounds like though you do not accept the resolution from the store management. 

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Posts: 6,089
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Registered: ‎11-30-2015

Re: Merchandise Return

Hello camozzi55,


Setting up a security system can be a lot of work. Thank you for choosing Best Buy for your computer purchase to run the system. It’s disappointing to hear after opening the item you had discovered it wasn’t compatible with your security system after all. I appreciate the time you’ve taken to share your return concerns with us.


Our Return & Exchange Promise shares that Core My Best Buy customers would have a 15 day return period. This should’ve been noted on your return receipt and around the counter during pick-up. I understand that you may not have been aware of the policy, but any additional assistance your local Best Buy’s leadership team may offered you would’ve been outside of policy and a one-time exception. I’m sorry if Jason didn’t address your concerns in kind or professional manner.


You’re more than welcome to send me a private message with your purchase details, full name, and phone number. I’d be happy to ensure that your concerns are properly documented here at our Corporate Office.



Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎07-10-2018

Re: Merchandise Return

I bought it on line and picked it up at the store.  I did not ever have an official receipt and it was not told to me upon pick-up about your return policy.  Which is what I have said all along.  You are stating that you have a 15 day return policy which means I missed that day by ONE day now.  Instead of helping a customer out with good customer service you completely turned him against your store.


There are to many other options out there.  Nebraska Furniture come to mind with bend over backwards customer service.  So next time I need a major appliance, tv, computer, will be there and not in your store like it has been the last 30+ years.  I hope it was worth it. 


Please end thread as I am done.