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New Member
Posts: 6
Registered: ‎10-08-2018

Serial number did not match

Mighty Bestbuy refused to exchange a product I purchased based on a policy that does not exist. This is a simple story. I purchase a small speaker as a gift for my wife. I tried to return it to the same store. Everything seemed fine until the customer service representative noticed the serial number on the speaker did not match the serial number on the box. He claimed the store had a policy if the number did not match they would not take it back. I asked for a copy of the return policy and asked him to circle were the policy specifically said the serial numbers had to match. Guess what, as expected there is no language in the return policy that says anything about serial numbers matching. As a customer I can not explain to Mighty Best buy why they don't match, but I certainly feel accused of trying to pull something over on them. I bought it, opened it, and returned it to the same store two days later.

According to the official printed copy of the Returns & Exchange Promise I needed to meet the following conditions to return the speaker.

1. Return it with 15 days. I purchased it on October 6 and today is the 8th. So I met this condition.
2. That all connected devices have stored data removed. This speaker does not store any data so no problem.

I met the conditions as printed in their own policy. Except for the mysterious made up serial number not matching policy which do not exist.

The employee had the audacity to say the speaker could have come from a third company and I was trying to return it at the store and then says he was not saying I was being dishonest. Well he said quite a few things that all led back to the same result. He seemed to feel I was trying to return a non working speaker I had purchased somewhere else in the box I bought there for my wife. SERIOUSLY??? I told you guys a Bestbuy the truth. You refused my return on a claimed policy that is not printed nor is it in the information on your website.

So you screwed a customer out of 40 dollars. I hope you do something nice with the money.
Best Buy Employee
Posts: 543
Registered: ‎01-09-2015

Re: Serial number did not match

Is there perhaps a different receipt that we could use that has the correct serial number on it? On certain items, serial numbers are captured at the time of purchase and naturally when you return the item the serial number should match as well. This is all done in an effort to keep prices competitive.
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***
New Member
Posts: 6
Registered: ‎10-08-2018

Re: Serial number did not match

One speaker was purchased and one receipt. I purchased the product at the store and returned it to the same store. The serial number is not on the receipt only the model number. I can take a polly graph to prove I returned exactly the same speaker that was in the box when I purchased it. Best buy seems incapable of believing that a customer is telling the truth and accepting of the possibility that the speaker and box did not match when it was received into inventory. I am fairly certain that they do not open each and every item in inventory to make sure the serial number matches. Say for example I had purchased a new 5 thousand dollar TV from Sony. I took it home plugged it in and it didn't work. So I took it back to the store where I purchased it just to be told I was out of luck because someone at Sony mismatched the TV and the box. The you have someone at the store allude to a possibility I was trying to return another non-working TV for someone else using my box. That is what it felt like today, the employee said a ton of stuff never directly accusing me of being dishonest but we he said all had the same bottom line. Mighty Best buy doesn't believe the customer is right and not their problem to solve. Best buy is enforcing a policy that does not exist and could care less than I now have a speaker that doesn't work. So Best Buy is buyer be ware.
Posts: 2,599
Topics: 57
Kudos: 223
Blog Posts: 3
Solutions: 125
Registered: ‎04-18-2017

Re: Serial number did not match

[ Edited ]

Hello SpeakerK-

 

It certainly seems like there was some confusion regarding our Return and Exchange Promise that I’m hoping to clear up, and I’m grateful you took the time work with the community until we had a chance to respond!  Thanks for registering with the Best Buy forums!

 

I was unable to locate any purchases made using the information you provided at registration.  Please send me a private message containing your full name, phone number, email address, and the customer service pins from your receipts.

 

I’m looking forward to working with you soon so we can get to the bottom of this together!

 

Sincerely,

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎10-08-2018

Re: Serial number did not match

There in No confusion on my part. The policy says if you are not satisfied return it with 15 Days, which I did. Provide proof of purchase and I did. I tried to return the very same speaker in the original box with everything it had to the very store I purchased it. The person at the counter was the very same guy that sold me the thing. The Facts are the policy does not state the serial number has to match for a return or exchange. He took the item from me and said I could go see if there was a similar speaker I would want as I had purchased the last one they had in stocks. So. I left the receipt. Box and speaker with him at the front of the store. I went to the shelf and had been looking around for about five or six minutes when another employee came and said he wanted to see me at the front of the store. Now he refuses the speaker after he already told me he would take it back. Question, how many people do you think check serial numbers against the box when they buy items that small. To be honest I didn't even think about it until the guy at the counter was now using it as the reason I couldn't return it. I could understand it if I did have the receipt or purchased it at another store. What happened to the customer is always right? Is BestBuy so financially poor it cannot afford to refund or exchange a 40 dollar speaker. Then the more I tried to reason with him the more accusatory his voice became and the more upset I became. I am an honest person, I cannot explain why the serial numbers do not match. But I can read and the policy does not contain that language nor does the receipt of purchase. Everyone I have talked to about this issue has said that it is crazy. No customer service unit I spoke with said they verify serial numbers against the box they simply offer a refund or in some cases an exchange. The manager at the store backed him up so I guess no matter what I do BestBuy will have 40 dollars they can use keep the lights on for a min or two. I will never shop a your store again.
Contributor
Posts: 252
Registered: ‎02-05-2013

Re: Serial number did not match

seems like manufacturers at the warehouse mess it up the serial numbers or the item has been returned

New Member
Posts: 6
Registered: ‎10-08-2018

Re: Serial number did not match

Well I suggested that it could have happened at the manufacturer but the customer service employee had nothing of help to say. He did say it didn't matter, the policy was if the serial number was not the same I could not return it. This is when I asked to see such policy and to have the section pointed out with the serial number language pointed out. I asked for the manager and she stood there and backed him up. Best Buy simply does not care that the speaker does not work and now makes it my problem to figure out how to get it fixed.
Posts: 4,385
Topics: 26
Kudos: 361
Solutions: 237
Registered: ‎12-23-2016

Re: Serial number did not match

Hello again SpeakerK,


As JJ mentioned, we’d like to take a look into this purchase to see if we can offer any assistance. In order to do so, however, we would need those purchase details from you.


If you could send in that private message, through the link in one of our signatures, with your name, email address, phone number, and customer service PIN we’ll check it out for you.


Sincerely,  

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎10-08-2018

Re: Serial number did not match

Before I give you my personal information can you tell me why you can't examine the policy a tell me on what official or legal basis I was denied the exchange of the speaker? I think Best Buy is wrong, i met the conditions as written in the copy of the policy I was handed at the store. I want to know how Best Buy denied my refund. All you have to do is read the policy. I would love to get my money back and then some for the stress and headache caused by something that as a customer I should have been helped with and wasn't.
Posts: 1,289
Topics: 18
Kudos: 156
Solutions: 54
Registered: ‎10-19-2017

Re: Serial number did not match

Hello SpeakerK,

 

Thanks for your question. As JJ and Kyle are not currently available, I’ll be happy to step in here. As you have elected not to provide any information for me to see your transaction or otherwise look into your situation, I cannot fully address your concerns. In terms of denying a return, as a matter of practice, if the Serial Number of a product does not match what information we have available for the purchase, then it would not be considered the same item purchased and would not be accepted as such.

 

This being said, as both JJ and Kyle have already said, we would be delighted to look into your situation more closely. In order to do so, I will need you to provide the information they have already asked for:

  • Your full name
  • Your email address
  • Your phone number
  • The customer service PIN from your purchase receipt

If you do not want to provide that information, then we will not be able to assist you in this matter. Either way, I hope you have a great day. If you would like us to look into this, please send the requested information to me in a private message.

 

Respectfully,

Kayla|Social Media Specialist | Best Buy® Corporate
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