Best Buy Store Purchase

[MSantana1989]

I was at the Southpark Meadows store in Texas and had a terrible experience with the manager Anand. I needed to return a computer monitor that I purchased yesterday and was “Geek Squad Certified”. It definitely was not as the monitor was not reset and in Japanese and had dead pixels. The manager said there is nothing he can do except issue a refund. All he did was repeat himself and said he could not help with cost of the other item. Kept cutting me off and talking over me. Tried to call customer service but after the third time of getting hung up on, I gave up. Is there anyone in the customer service department that can help me?

[jdogg836]

The moderators will likely need a few days to get to you, there is a bit of a queue in responding to individual replies.

I will tell you this, open items are considered one of a kind.  As such, they are only eligible for return if there is an issue with the product. The manager was providing accurate info when stating this.  Once returned, you are able to purchase another item, open box included, at the current price the item in question is marked.  Any discounts are 100% up to the store leadership and are not often made.  With all of that said, it seems that there was an opportunity with how that information was conveyed to you.  Best Buy employees are expected to keep a professional demeanor, even if they are providing an answer that may not be what you hoped for.

[MSantana1989]

I understand that it is at the leadership's discretion. However, when I initially walked in, I brought it to another manager's attention and the young lady stated that she would assist with cost of the item considering my experience with the certified item that was clearly defective and not checked properly. Once I made it back to the counter with my new item, Anand was there helping out another customer receive their refund past the return policy. Mind you I just purchased this item the day before and GSP along with it. Yet after his previous interaction, I suppose he felt agitated and unfortunately his demeanor was very negative towards the next customer, me. I'm a long-time customer of Best Buy and I can confidently say I've never experienced that with an associate, nonetheless a Store Manager. I just need clarity on why I would be treated so poorly and dismissed with a repeated response as if I was not understanding his decision.

[Deysha-BBY Social Media Specialist]

Hello, MSantana1989,

While discouraging to learn it is under such frustrating circumstances, welcome to the forum!

I appreciate you choosing us for your Open-Box item purchase. I understand where you’re coming from regarding this situation though. This is not the experience we want for our customers. We definitely expect our employees, from top to bottom, to conduct themselves as professional as possible in every situation. I love these items, because I love to save money. Thankfully I’ve never had an issue, so I’m a little broken hearted you had to experience this. But, I’m here to help.

First, I am going to need some more details. Please, private message me with your Customer Service PIN from your receipt, full name, phone number, and e-mail address. To send it, click on the “Private Message” button next to my signature. Let me know if you have any other questions.

I look forward to hearing from you.