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New Member
Posts: 2
Registered: ‎11-04-2020

Need a refund immediately

Ordered TV online for pickup at a local store. I picked up TV took it home.

 

Out of the package I took out the mounting brackets and mounted them on the wall

 

When I pulled the TV out of the box I immediately noticed the screen was cracked.

 

I retraced my steps and my trip home from the store and confirmed there were no bumps drops accidents anything of the sort that would cause the screen to crack

 

I can only assume that the damage to the TV happened at the factory or at some point of distribution.

 

Immediately after we discovered the crack we called Best buy's customer service line and we're told not to worry we could return it at the store in the morning for exchange or refund.

 

Went to the store the next day and the gentleman that helped unload the TV said oh yeah this happens all the time typically happens at the distribution center they will take it back and you can either order another one or pick one in stock today.

 

Went to the customer service desk to process the return they too said oh yeah this is no problem we can process a full return refund for the TV.

 

Customer service rep comes back a few minutes later and says geek squad has proclaimed the TV damage had to have happened while I attempted to hang the TV.

 

At that point Best buy refused the refund and told me I had to take the TV with me and call the 800 number to arrange a swap

 

I told the rep there's no way I'm taking that TV with me. I was polite professional the entire time I stated my position. I left the store and have now been dealing with the atrocious process to get my refund.

 

I need refund issued immediately to the purchasers credit card. Please help.

 

We have called corperate and assured our refund would be processed on two promised dates so far without fruition.

 

Wife called the store and spoke to **name redacted** and guy was straight up threatening her and accusing us of abandoning the television at the store. It's been an absolute terrible customer service experience.

 

****

Side note - it is ridiculous that with all of the assurances that this was going to be a no-hassle return simply changed by the result of a geek squad employee's 'ruling'. Geek squad is not detectives nor are they experts in making these times the types of judgment calls.

 

Please help

Posts: 6,667
Topics: 227
Kudos: 551
Solutions: 339
Registered: ‎08-21-2017

Re: Need a refund immediately

Hello, jimmyjon,

 

Thank you for taking the time to visit our community forums. Getting a new TV should be an exciting experience so I can imagine your disappointment to see that this TV was damaged when getting it set up. I would be glad to see what options we may have available to help you moving forward.

 

I do have some further questions. Am I correct in understanding this TV was left at your local Best Buy? While we are usually able to return or exchange most products, we are unable to accept damaged items.

 

I'd like to follow up with your local store to get some more information on why this return was denied. I will need a few more details to do so. Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

 

Which store location did you visit and when? Did you have the chance to speak to a store manager during your visit? If so, do you remember their name? You can send me a private message by clicking the blue button at the bottom of this post. I'll keep an eye out for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎11-04-2020

Re: Need a refund immediately

AndrewB,

Thank you for following up with me.

 

You said "While we are usually able to return or exchange most products, we are unable to accept damaged items." Your Returns and Exchanges page you cited in your response contridicts your statement.

 

Here's what it says:

"Damaged, defective or incorrect items

If you receive a product that is damaged in shipping, defective or that is not the product you ordered, please return it during your return and exchange time period to Best Buy and we'll arrange for a replacement."


The info on the Returns and Exchanges page corresponds with what we were told by Best Buy the night we discovered the problem, along with what I was told by the employee that helped me unload the TV for the return, and the staff at the behind the returns counter. They all told me if you receive an item that is damaged, you are to take it back to the store for exchange and refund processing.

 

The store we picked up at is CITY BASE, 3142 SE MILITARY DR, San Antonio, TX 78223

 

We spent a total of 10 hours on hold and taling to multiple agents with BB customer service to try and get this resolved. When I requested to speak to a manager, I was told it was a 2 day hold time for a manager call back. Every agent we spoke to was misinformed on the policies and was helpless to resolve the situation.

 

We called the store and spoke to some guy by the name of Moses that introduced himself as a Manager. We explained the situation with all the facts. The guy accused me of wrongdoing and got very aggressive and refused to help with the refund unless BB corporate forced him to.

 

We ended up getting AMEX involved and voila, our refund was processed within 24 hrs. So we are 'good' on that front, but the pain of dealing with a company with terrible service will linger a long time.

 

I will never buy anything from Best Buy again and will tell everyone I know to do the same.

 

I hope in the future you will find a new job with a company you can be proud of and make a positive impact on customer service levels.

 

 

 

 

 

 

 

 

Best Buy Employee
Posts: 2,576
Registered: ‎01-09-2015

Re: Need a refund immediately

AndrewB-BBY quoted the return policy as it pertains to most items, you can read that here:

 

https://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat260800050014.c?id=pcmcat260800...

 

Specifically the quote under the heading "Like-New Condition"

 

"Items need to be returned in a like-new condition. Items that are damaged, unsanitary, dented, scratched or missing major contents may be denied a return. Apparel must not be worn or laundered, and its original tags must be attached for us to accept a return."

 

Your quote is only relevant to items that were delivered/shipped to you.  

 

"Damaged, defective or incorrect items

If you receive a product that is damaged in shipping, defective or that is not the product you ordered, please return it during your return and exchange time period to Best Buy and we'll arrange for a replacement."

 

Unfortunately that return policy does not cover damage on self-transported items.  

 

It sounds like you were fortunate that your AMEX card had coverage for these types of situations.  I have a vehicle large enough to bring my own Televisions, but I take advantage of the free local delivery to avoid situations just like this.  It's the reason Best Buy offers it, we know that self-delivered televisions have a much much higher chance of getting damaged and we don't want to put customers through that.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 6,667
Topics: 227
Kudos: 551
Solutions: 339
Registered: ‎08-21-2017

Re: Need a refund immediately

Good morning, jimmyjon,

 

I appreciate you following up with me. While I'm disappointed to hear that this process was so difficult, I am glad to see that you were able to receive a refund for this purchase.

 

If you'd like, I would still be more than glad to review this on my end as well as document your feedback about this experience here at our Corporate Campus. In order to do so, I would need to verify the information I previously requested. As a reminder, you can send me a private message by clicking the blue button at the bottom of this post.

 

Regards,

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!