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New Member
Posts: 9
Registered: ‎10-19-2020

Re: Exchange Sonos Playbar vs Sonos Arc

[ Edited ]

Dear Best Buy Representative:

 

Re: Sonos Playbar vs Sonos Arc exchange (see attached receipt)

After an in-home consultation with Jessie {removed per forum guidelines}, I purchased a Samsung soundbar based on his recommendation.  Please be advised, I returned that soundbar because its sound quality wasn’t adequate.  I spoke with Jessie and he provided an excellent replacement choice, the Sonos Playbar, which I purchased online on May 07, 2020, with his assistance.  Due to CONVID-19, I picked the product up curbside on May 11, 2020, at Best Buy in Smyrna, Georgia.  It’s an excellent product, but it’s not compatible with my 2019 model Samsung TV.  I spoke again with Jessie, and he informed me that Sonos was coming out with a different soundbar soon, the Sonos Arc, which would fix the compatibility issue.  Once the new soundbar becomes available, he would exchange it, although it would be after the exchange timeframe. I had difficulty ordering this item due to its popularity and backorder status. With that said, it has become available; however, its delivery date is significantly delayed.  On September 18, 2020,  I met with Jessie at Best Buy on Cobb Parkway, Smyrna, Georgia to return the Sonos Playbar and replace it with the Sonos Arc as promised.  In addition, I anticipated the purchase of the Sonos subwoofer, also recommended by Jessie. I’m happy with his recommendations; however, I’m not pleased with the promise that he was not able to keep due to internal changes beyond his control.  I’m writing to you for intervention and favor outcome regarding this concern.    

I need your assistance with exchanging my Sonos Playbar for the Sonos Arc soundbar.  I’m disappointed that Jessie was not able to complete my transaction.   Thank you in advance for helping me.

 

Respectfully,

 

Shirley {removed per forum guidelines}

{removed per forum guidelines}

{removed per forum guidelines}

New Member
Posts: 9
Registered: ‎10-19-2020

Re: i was gift card scammed

I was scammed out of $2500 in Best Buy gift card on October 20,2020. I hope Best Buy can help find the thelf who did this to me.

Posts: 4,714
Topics: 50
Kudos: 472
Solutions: 286
Registered: ‎11-29-2016

Re: Exchange Sonos Playbar vs Sonos Arc

Good morning, Shirley,

 

Welcome to our Support Forums, and thank you for connecting with us for assistance.  It looks like there are a couple issues here to address, and I’ll be happy to assist in any way I can.

 

Regarding the gift cards you’re referring to, I’m sorry to hear you’ve recently fallen victim to a gift card scam, as this is certainly a troubling experience to deal with.  If you haven’t done so yet, I recommend filing a report with your local police department so they might investigate this matter further.  Additionally, you may also want to report this incident to the Federal Trade Comission, so they might investigate this matter as well. 

 

In regards to your Sonos Playbar, I’ll be happy to reach out to the leadership at our Smyrna, GA store to see if we can get some clarification on the offer Jessie has made to you, and explore what options, if any, might be available.  Once I hear back from this store, I’ll be following up with you here, but if you have any questions for me in the meantime, please don’t hesitate to ask.

 

Thank you,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 9
Registered: ‎10-19-2020

Re: Exchange Sonos Playbar vs Sonos Arc

[ Edited ]

Date: October 19, 2020

Dear Best Buyer Corporate Leaders:

RE: Best Buy Gift Card

My name is Shirley {removed per forum guidelines}, a longtime customer of Best Buy. Please be informed that I was scammed standing front-side of the COUNTER at Best Buy, store number 502 on October 20, 2020.

Afterward, I provided customer service, 1-800-571-9971, extension 7000, a number on the internet listed as a contact for Best Buy Corporate Office. The initial search listed 1-888-234-2999 as the main number.

Background:
Several months after an in-home consultation and based on Jessie, a Best Buy Representative’s recommendation as well as online assistance, I ordered an open box Samsung soundbar from Best Buy in Smyrna, Georgia. At that time, customers weren’t allowed inside the store because of the COVID 19 pandemic, so I picked the product up at curbside. Please be advised, I returned that soundbar due to its inadequate sound quality. I spoke with Jessie and he provided an excellent replacement choice. Once again, he assisted me in placing an online order.

On May 07, 2020, I purchased an open box Sonos Playbar with Jessie’s assistance. It was shipped to my home on May 11, 2020. It is an excellent product; however, it is not compatible with my 2019 model Samsung television. I spoke to Jessie regarding that product and he informed me that Sonos was coming out with a different soundbar soon; and informed me that the Sonos Arc would fix the compatibility issue. Once the new soundbar becomes available, Jessie stated he would exchange it even though it would be after its exchange timeframe; He assured me the exchange process would not be a problem.

Please be informed, it was a challenge to order this item. Due to its popularity, it was temporarily not available, and on backorder. With that said, when the product became available, I contacted Jessie on October 16, 2020, and met him on October 18, 2020, at Best Buy on 2460 Cobb Parkway, Smyrna, Georgia to return the Sonos Playbar and purchase its replacement, the Sonos Arc, we had discussed.

In addition, I anticipated purchasing the Sonos subwoofer, also recommended by Jessie. I am happy with his recommendations. However, I’m not pleased with the promise that he was not able to keep. He instructed me to call Bestbuy.com online since the item was purchased online. As a result of his recommendation that I talk to an online Best Buy representative, I became a victim of a Best Buy gift card scam. I’m writing to you for intervention and a favorable outcome regarding this concern.

On October 19, 2020, 11: 00 AM: Per Jessie’s recommendation I reached out to a Bestbuy.com representative. The representative suggested that I send an email to Best Buy Leadership which I did send on October 19, 2020. In addition, I asked the representative to provide me with information for a corporation contact for Best Buy. Unfortunately, she didn’t know it.

As of November 7, 2020, my October 19th email to Leadership has gone unanswered. (See the above reference sent on October 19, 2020 to Leadership.) I searched online and the following number 1-888-234-2999 was listed as a Best Buy Corporate number. I was transferred to (1-800-571-9971 extension 7000 and spoke with Richard to whom I explained the issue, He said he understood and could assist with the exchange. His instruction was to take the soundbar to any Best Buy and have customer service call him at Best Buy corporate.

On October 20, 2020 at 3:00 p.m., I took the soundbar to Best Buy customer service on 2460 Cobb Parkway in Smyrna, Georgia 30080. The Best Buy representative called the number provided for Best Buy Corporate Office. After your representative spoke with the representative on that call, Best Buy representative said to me that the man only wanted to speak directly with me, I then telephoned the representative on my cellphone. I was instructed by Richard whom I believed to be a representative within Best Buy Corporate Office to take the soundbar back to my vehicle and not to worry. He informed me that he would handle everything and no need to involve store employees. He said that he would take care of everything. “Don’t worry I’ll send a prepaid shipping label to return the soundbar.” He asked me to confirm personal information which he knew without my telling him the data, i.e., name, address, number, and purchase history. In addition, he confirmed that I used an American Express card and asked for the last four (4) digits.

In addition, he inquired if I were an Elite or plus customer, I didn’t think I was either. He assured me once more, “not to worry,” that he would sign me up as they’re able to assist with my Best Buy related concerns or questions at a different level for premium customers. Unfortunately, Richard was an imposter and scammer, who pretended to place an online order for the Sonos Arc ($799) and a subwoofer ($699). He told me to purchase three (3) Five Hundred Dollars ($500) Best Buy gift cards and provide him with the card numbers to place an online order through Best Buy Corporate. He provided a credit of $250.00 for my inconvenience and as a good gesture on behalf of Best Buy Corporate.

After talking to me, he put me on hold as he claimed to process my order and expedite next day delivery of items from his level to my home the next day. After about an hour into the back and forth conversation, he exclaimed that one of the card numbers wasn’t accurate, I repeated the number per his request several times, and each time he would relay that the gift card number wasn’t valid.

He then stated that he was canceling the entire transaction and had credited One Thousand Five Hundred Dollars ($1500) back to my American Express card for the purchased Best Buy gift cards. At that point, I noted an open box subwoofer online for a lower price and the total would require two (2) five-hundred-dollar ($500.00) cards instead of three.

After the second transaction and while Richard placed me on hold, I called American Express to make sure the $1500 was canceled. My American Express had not been credited with the $1500 refund. It was at this point, I realized that I had been scammed. I immediately went to the customer care service desk to report what had happened.

Three Best Buy cards purchased at store number 502 at 3:38 PM:
Three (3) cards used by a scammer at Best Buy Geek Squad Sawgrass, 12301 West Sunrise Blvd, Plantation, Florida 32323-2230.

1. Gift card # {removed per forum guidelines} Pin {removed per forum guidelines} Date: 10/20/2020; Amount: $500.00
2. Gift card # {removed per forum guidelines} Pin: {removed per forum guidelines} Date: 10/20/2020; Amount: $500.00
3. Gift card # {removed per forum guidelines} Pin: {removed per forum guidelines} Date: 10/20/2020; Amount: $500.00

Two Best Buy gift cards purchased at store number 502 at 6:47 PM
One (1) card used by a scammer at Best Buy West Kendall 12495 SW 88th St Miami, FL 33186.

4. Gift Card # {removed per forum guidelines} Pin: {removed per forum guidelines} Date: 10/20/2020 Amount: $500.00
One (1) card used by a scammer at Best Buy Pembroke Pines, Pembroke Pines, Florida 33026.
5. Gift card# {removed per forum guidelines} Pin: {removed per forum guidelines} Date: 10/20/2020 Amount: $500.00

This incident has been reported to the following:

1. Best Buy as Case Number: {removed per forum guidelines}

2. Per Smyrna Police Department, J. {removed per forum guidelines} Detective Criminal Investigation, filed a complaint with Internet Crime Complaint Center IC3 {removed per forum guidelines}

3. Cobb County Police Percent Three 1901 Cumberland Parkway Atlanta, GA 30339
Report Date 10/20/2020 Case Number: {removed per forum guidelines} Officer {removed per forum guidelines} Badge number: {removed per forum guidelines}
Main: {removed per forum guidelines}

4. Smyrna Police Department 2646 Atlanta Rd. SE. Smyrna, GA 30080-2118
Report Date: 10/23/2020 Case Number: {removed per forum guidelines} Detective. {removed per forum guidelines} Criminal Investigation
Email:{removed per forum guidelines} Main: {removed per forum guidelines} Office:{removed per forum guidelines} Fax: {removed per forum guidelines}

5. Federal Trade Commission {removed per forum guidelines}

6. Bureau of Consumer Protection {removed per forum guidelines}

7. U.S Representative Barry {removed per forum guidelines}

Comments and Recommendations:

The Sonos Playbar should have been exchanged per the in-home consultant’s verbal agreement. I wasn’t requesting a refund. Instead, I wanted to purchase more than One Thousand Five Hundred Dollars (1.500.00) in Best Buy merchandise. I ask Best Buy Corporate Office to examine my case and refund Two Thousand and Five Hundred Dollars ($2,500.00) to my American Express card.

After reading Best Buy's policy, I noticed there was a break down within your business model to protect me as a customer. One of your policies was clearly not adhered to: I should not have been able to purchase Two Thousand Five Hundred Dollars ($2500) in gift cards. According to "Best Buy policy is to help government fight funding terrorism and money laundering activities; unfortunately, Best Buy limits its maximum value of each gift card to $500 with a total daily limit of card values, per person of $2,000.

I await your reply and assistance with this urgent matter.

Respectfully,


Shirley 

 

Posts: 1,437
Topics: 66
Kudos: 255
Solutions: 62
Registered: ‎11-23-2018

Re: Exchange Sonos Playbar vs Sonos Arc

Hello, Shirley,

 

Thank you for reaching back out regarding this issue. I can see you have been in communication with Sean through private message here on the forum. He sent you a followup message on October 30, which you’ll be able to read by clicking on the orange envelope in the upper right-hand corner of your screen. If you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.

 

I encourage you to work further with Sean there if you have any additional questions or concerns. Although, it sounds like you've taken all of the necessary steps when dealing a case of fraud or scamming already. You can learn about ways to protect yourself here.

 

All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 9
Registered: ‎10-19-2020

Re: Exchange Sonos Playbar vs Sonos Arc

As of this email Best Buy never followed on this elaborate scam. 

New Member
Posts: 9
Registered: ‎10-19-2020

Re: Exchange Sonos Playbar vs Sonos Arc

As of the email Best Buy has never followed up regarding this scam. I will never shop at this store again. 

Posts: 4,714
Topics: 50
Kudos: 472
Solutions: 286
Registered: ‎11-29-2016

Re: Exchange Sonos Playbar vs Sonos Arc

Welcome back to our forums, Shirley,

 

Reviewing your previous contacts with us from last year, I see the last message my colleague Allison sent to you was in November.  It sounded like the leadership team from our Smyrna, GA store was going to follow up with you directly regarding your Sonos soundbar, and when she asked if they contacted you, there’s doesn’t appear to be any response from you in these last six months. 

 

Would you be able to clarify what specific assistance you’re looking for at this time?

 

Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 9
Registered: ‎10-19-2020

Re: Exchange Sonos Playbar vs Sonos Arc

Thank you, Sean, for responding; it's been more than six (6) months since Best Buy in Smyrna was to respond. As for the message, I've not heard from management.

 

Would you please reach out to the leadership at the Smyrna store? If I don't hear from them, I plan to reach out to Best Buy, Corie Barry, CEO, for assistance. Thank you in advance for your assistance.

 

Posts: 4,714
Topics: 50
Kudos: 472
Solutions: 286
Registered: ‎11-29-2016

Re: Exchange Sonos Playbar vs Sonos Arc

Hi, Shirley,

 

Thank you for following up.  I’ll be replying to the private message you sent earlier today to gather some additional information from you, and hopefully prevent another six (6) months from passing before this matter is addressed. 

 

To read my message, be sure you’re signed into your Support Forum account, and click on the orange envelope in the upper right-hand corner of your screen.  If you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this envelope is visible to you.

 

Respectfully,

SeanM|Social Media Specialist | Best Buy® Corporate
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