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cwl
New Member
Posts: 2
Registered: ‎01-19-2019
Accepted Solution

Poor customer service

After many years of being a satisfied Best Buy customer, I recently had a two very disappointing experiences.  On Nov 17, I purchased a Nest camera as a Christmas gift using $100 of my rewards and picked it up at the Northglenn, CO Best Buy.  On Christmas day, I later learned the gift recipient needed a Ring camera and not a Nest.  Also, on Christmas, I received two Nest smoke detectors as a gift.  They were the battery powered model and I needed the 110v wired model.

 

On Dec 27, I went to Best Buy to exchange the two unopened, unused Nest smoke detectors.  I was expecting an even exchange.  I was told since I didn’t have a receipt, an even exchange was not possible and I would receive the previous lowest price for my Nests and pay the current (highest) price for the new Nests.  I had my eye on the Nest smoke detectors and knew they had been on sale as well.  The female manager wouldn’t even check to confirm that the wired model had also been on sale.  She said there would be no even exchange and since I did not have a receipt, I would receive no sales tax consideration either.  This “even exchange” cost me an additional $61.  I feel I was not valued as a long term Best Buy customer and was treated very poorly.

 

Also, on Dec 27 I exchanged the Nest camera for a Ring camera.  The Nest was on sale when I bought it and the Ring was not, but the Ring came with a free Echo Dot.  I was told I could not apply my rewards at that time to this purchase, but was assured I could do so in 10-15 days once they were credited to my account.  I was told it had to be done this way since the Nest camera purchase had been done online.  I only made the purchase online because the Northglenn store didn’t have it in stock.  I was frustrated I had to come back to complete this transaction, but trusted all would turn out as I was promised.

 

On Jan 7, I returned to the store to apply my rewards to the Ring purchase.  I was told I could not without "returning" the Ring and then “repurchasing” it.  However, in order to do so, the Echo Dot would no longer included for free.  After my sales associate spoke with two managers, my choices were:  give my unopened Echo Dot back and repurchase the Ring using my rewards, repurchase the Ring and Echo Dot using my rewards, but pay for the Echo Dot, or not apply my reward points to the Ring purchase, call customer service and try to get them to extend the date I could use the rewards and if I was successful, keep them for a later time.  At this point I was not planning on making any future Best Buy purchases, so I gave back my Echo Dot without any form of consideration, paid for the Ring and applied my reward points.  Once again, I had been treated poorly.  I felt Best Buy was sending me a clear message…. you are not valued as a customer and we don’t need or want your business.

 

Here is how these transactions should have occurred.  The Nest smoke detectors should have been handled as an even exchange.  Both models are the same price and were not on sale the day of the exchange and both were on sale previously.  If the sales tax was an accounting issue, then the worst-case scenario for me would be that I would have to pay the Northglenn sales tax on the purchase.  For the Ring camera transaction, I should have left the store with my Ring camera and Echo Dot from the original purchase AND had my rewards applied to that purchase as promised.  In both instances, I am very aware that managers on duty have the authority and ability to make such things happen when they wish to keep a valued customer. 

Best Buy Employee
Posts: 676
Registered: ‎01-09-2015

Re: Poor customer service

This sounds like the store followed the process 100% accurately.  A valid proof of purchase is required for returns and exchanges per the Return Exchange Promise.  The store chose to provide you with an exception return, without any proof of purchase in hand.  Whenever this is done, since we do not know the price paid they provide the lowest price it has sold for and cannot provide sales tax back.  This is done because we cannot guarantee what was paid for the items and how much (if any) sales tax was paid for the merchandise.  The way to avoid this situation in the future is to either have the receipt or use one of the many methods Best Buy has for helping you track or locate the receipt.  Gifts are not excluded from this policy.  

 

If a transaction is being re-rang at any point after a promotion has expired, they would be unable to reinstate that promotion.  As was the case this time around, the freebies are often provided by the manufacturer.  Amazon owns Ring, and was providing the Echo Dot free of charge.  The manager on duty could have had the store pay for that free item so you could keep it, but it is not possible for them to keep the expired promotion attached.

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: 1,471
Topics: 24
Kudos: 178
Solutions: 67
Registered: ‎10-19-2017

Re: Poor customer service

Hey there, cwl,

 

Welcome and thank you for reaching out to us on the Best Buy forum to tell us about your recent experience in the store when seeking a couple exchanges without receipts. I appreciate your feedback about how you feel this sort of situation should be handled.

 

As @jdogg836 has already explained, the options you were provided do align with our Return & Exchange Promise. You can see the full details of that promise here. Following the same standards for our customers is not meant to make anyone feel like they are not valued as we do strive to treat all our customers fairly and with respect. While I cannot change your experience at the store, I would be happy to record your concerns here. I’ll be sending you a private message shortly to gather more information from you. To view your private messages, please log into the forum and select the envelope icon in the upper right-hand corner of the screen.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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cwl
New Member
Posts: 2
Registered: ‎01-19-2019

Re: Poor customer service

Kayla was very responsive and helpful and put me in touch with the General Manager at the store.  He was also professional and interested in making things right.  I very much appreciate the steps taken to maintain my trust in Best Buy.

Posts: 1,471
Topics: 24
Kudos: 178
Solutions: 67
Registered: ‎10-19-2017

Re: Poor customer service

Hi there, cwl,

 

Thank you for the kind words! I appreciate you giving us the opportunity to speak with you further about your situation so it could be resolved satisfactorily.

 

All the best,

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