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Posts: 1
Registered: ‎08-20-2020

Refund on router

To whom this may concern,


I made an in store purchase for a router in Erie, PA on July 25, 2020 and the employee ringing me out told me that there was a 30 day return policy on it when I had asked. I went to the store on August 19 and the employee told me it's past it's return period. I told her that I was told there was a 30 day return policy and requested to speak to the manager. I explained to the manager what happened and that I don't want store credit. I wanted a full refund. She said all she can do is give me store credit because she tells all her employees about the 14 day return policy. I said, I want to speak to someone else about this..ideally her boss or district manager. She referred me to the 888-bestbuy line and I had assumed this was a phone number to get in contact with her boss or something of that sort. I called that phone number 5 different times with no one having any clue on how to help me. They told me that this line was mainly for online orders and when I asked how to go about contacting either corporate or someone who has the power to overide the managers decision, they replied by saying that they didn't know how. In frustration I called corporate headquarters and a lady transferred me to a line that went silent. 


I need to talk to someone regarding this. It's an $80 router that will be worth more than a month of groceries for me, which may be a small amount for some people, but it's a lot to me. It's very likely that the employee mispoke since people who are members qualify for 30 day policies, I don't know. Regardless, it's so easy to be a manager by regurgitating policies. Managers have the power to bend rules. I'm disappointed in the managers lack of effort in helping me. This is what customer service is all about. At this point it's my word against the workers and I thought "customers are always right" was the golden rule used for multimillion dollar companies like best buy. It's about the principle...and quite frankly the money when it comes to people like me who are struggling and honest in their efforts when handling things like this. Last thing I want to mention is, I could have been aggressive and that probably would've allowed me to recive the refund. However, it shouldn't take agression for what's right to be made right.


I apologize for continuing on in the second paragraph..I just had to speak about where I'm coming from.


I look forward to hearing from someone soon. Thank you

Valued Contributor
Posts: 2,341
Registered: ‎02-07-2011

Re: Refund on router

The return policy is 15 days, its posted a bunch of places including the reciept. At the store managers discretion they can override it with a store credit. The store was correct.
Posts: 6,003
Topics: 204
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Registered: ‎08-21-2017

Re: Refund on router

Good afternoon, spashtoo,


Welcome to our community forums. Having recently upgraded my personal networking equipment, I know it can be difficult to find a router that will fit in perfectly with your existing system. I appreciate you taking the time to let us know about your recent experience at our Best Buy Erie location.


As the manager you spoke to mentioned, we offer a 15-day Return & Exchange Promise for most of the products that we sell. This may be extended for My Best Buy customers at the Elite and Elite Plus levels. Are you a member of this program?


While we would typically be unable to process a return as requested, it does sound like this store was trying to work with you to find a resolution. I'm disappointed to hear that you did not want to pursue this offer. Because of the amount of time that has passed since making this purchase our options to assist you are very limited. With that said, I would be glad to take a closer look at this purchase. 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

Customer service PIN (located at bottom of receipt)


Do you remember the name of the employee you spoke to when making this purchase? 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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