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New Member
Posts: 4
Registered: ‎09-15-2018

Return Policy with defective items

I bought a portable charger for a vacation. On day 2 of vacation, the charging portal adapter broke and rendered charger unusable. Unfortunately I returned from vacation outside of the 15 day policy by one day and was not able to receive my money back, only store credit. The team at the store tried to override it due to circumstances, however were unable to do so because of the system. This is a major customer service issue. I do not shop all that often at Best Buy for myself, and I will find myself even less apt to do so now since the product was defective and nothing was rectified to my satisfaction. Maybe there should be a system override available to the store managers for extreme unique cases. 15 days does not give a customer a lot of time to be compliant.
Posts: 2,554
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Registered: ‎11-29-2016

Re: Return Policy with defective items

Hello KMalloy,

 

Welcome to our forums.  We certainly hope our customers will get more use out of their products than it sounds like you were able to get out of the portable charger you purchased with us, so I’m sorry to hear that wasn’t your experience.

 

As it sounds like you’re aware, we currently offer our customers a 15-day return/exchange period for most products we carry, with 30 and 45-day timeframes offered to our My Best Buy™ Elite and Elite Plus members respectively.  This is outlined in our Return & Exchange Promise, which you can see here.  Any exceptions outside of this policy will be offered in the form of a gift card, and I apologize if this has only added to your frustration. 

 

With that said, I truly appreciate your feedback, as we’re constantly looking to improve the experience we’re able to provide our customers.

 

Respectfully,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎09-15-2018

Re: Return Policy with defective items

I have received your response, however feel that a 15 day return policy without any ability to deviate from impedes the store’s ability to provide customer service while limiting the customer’s experience. I did receive a gift card, however, I just wanted my money back since the product was defective and unusable. Thsinpolicy seriousky needs to be re-evaluated to make more customer friendly. For those who travel or are just simply busy, only allowing 15 days to return a product does not show quality customer service. I will not be providing any further business to Best Buy if I can avoid if.
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Registered: ‎11-10-2008

Re: Return Policy with defective items


@KMalloy wrote:
I have received your response, however feel that a 15 day return policy without any ability to deviate from impedes the store’s ability to provide customer service while limiting the customer’s experience. I did receive a gift card, however, I just wanted my money back since the product was defective and unusable. Thsinpolicy seriousky needs to be re-evaluated to make more customer friendly. For those who travel or are just simply busy, only allowing 15 days to return a product does not show quality customer service. I will not be providing any further business to Best Buy if I can avoid if.

While I understand your frustration with the return policy, I don't think that return policies set by various retailers are taking into consideration the special circumstances that you are mentioning with not having time to open the items.

 

What kind of item did you buy? I find that many top brand names out on the market have excellent customer service through social media and can remedy a defective item quicker than you can think of it but many choose to return to the store.

 

But the return and exchange policy is there for a reason and you got an exception made to the rules. There are some other customers out there who may not have gotten an exception so consider yourself lucky in this instance.

 

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New Member
Posts: 4
Registered: ‎09-15-2018

Re: Return Policy with defective items

I received store credit as per their policy, according to the staff at the store. Though the policy says that is an exception, it was immediately offered to me without a bat of an eye, and I was told that was their policy. I am simply saying that 15 days is not enough time for a return policy. Even the store staff was frustrated with the policy since it affects their ability to give good customer service in these special circumstances.

I just wanted my money back, not a replacement product which is why I went to the store and not to the product company.