Add Product

Search Results:

Reply
Highlighted
New Member
Posts: 2
Registered: ‎02-05-2019

Terrible Customer Service

[ Edited ]

Hello,

I’m posting this message to complaint about a bad customer experience that I encounter with a sales manager. I had purchased a TV at one location, brought the TV home, and after opening the box , and inspected the TV , the TV seriously looked like it was used, and had a scratch on the screen. For a 2800.00 TV this was unacceptable, the store that I originally bought the TV from were out of stock, so I had drive 45minutes to another location to exchange it. Once I got there , and after being asked questions for about 20 minutes about the TV and getting my receipts checked,The sales manager told me that he can’t take the tv. I asked him why? His answer was , that I didn’t buy it at his store, and he will not be gaining anything for exchanging the tv and that his store will be losing money. And that I have to take it back to the store we’re I bought it from and let that store take the loss. As a loyal Best Buy customer I felt that his answer was unacceptable and rude. I don’t see how his store losing money is my problem. No where in the Return Policy states or backs up what he said to me. So I had to drive back frustrated for 45 minutes to the store I originally bought the tv from to exchange it for a tv I really didn’t want with no manager involved or questions asked. I will be returning this TV this weekend and getting my money back this time as I no longer want to do business with Best Buy ever again due to sales manager Gustavo {removed per forum guidelines} terrible customer service at 12989 Park Plaza Drive Cerritos, CA 90703 location.

Highlighted
Posts: 7,180
Topics: 115
Kudos: 451
Solutions: 395
Registered: ‎12-23-2016

Re: Terrible Customer Service

Hello, Amarin,

 

Welcome to the Best Buy Community forums. Thank you for taking the time to reach out to us about this. I’m sorry about the poor experience you had when trying to return your television.

 

Under our Return & Exchange Promise, returns should be able to be made at any of our stores. That said, under that Promise, we are not able to accept damaged items as returns. A scratched screen would qualify as a damaged item, and as such that television would be unreturnable.

 

I believe that what Gustavo was trying to convey to you was that, if you would like an exception made to this, your best bet would be to discuss it with the store that made the sale. From your description, he did not communicate this effectively, and I apologize for that.

 

If you could please send me a private message, through the link in my signature, with your name, email address, phone number, and the customer service PIN at the bottom of your receipt, I’d appreciate it. That should give me enough information to follow up on this for you, so that we can work to make sure this never happens again.

 

Sincerely,

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Highlighted
New Member
Posts: 2
Registered: ‎02-05-2019

Re: Terrible Customer Service

Thank you for your prompt reply on this matter. So just to be clear , your saying that a defective item , in this case a scratch screen , is not returnable ? Even though it came like that from the store and I didn’t cause the damage?
Highlighted
Posts: 7,180
Topics: 115
Kudos: 451
Solutions: 395
Registered: ‎12-23-2016

Re: Terrible Customer Service

Hi, Amarin,


A scratch would be considered physical damage under that Return & Exchange Promise. It would be up to the employees who are able to get hands-on with that product to determine if the damage would disqualify it from being returned. It sounds like the folks at the initial store determined that the television was returnable, and that the scratch didn’t raise to the level of disqualification, based on your post.


If that isn’t the case, and if you haven’t made the return yet, I’d be happy to reach out to the store to give them a heads up that you are coming back in, so that they can check it out for you and make a determination. I’d just need you to send in that private message I requested earlier.


Sincerely, 

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!