06-17-2019 05:17 PM
I have been a long standing customer of Best Buy. I've bought at least 4 computers and probably more over the years. My last purchase was a Surface Pro. I purchased at the store and didnt have any issues. At the time I wanted to get a different colored keyboard so the sales agent convinced me that I could order one and have it shipped to me and return the other one. He did not specifiy a 15 DAY WINDOW. After I recieved it, I decided to keep the orginal keyboard so I didnt even open it and the shipping summary paperwork DID NOT SPECIFY ANYTHING ABOUT 15 DAYS RETURN POLICY. The paperwork just states how to return an item "Gather the purchase you want to return along the the orginal contents and packaging" . Again NO DATE IS SPECIFIED. When I went to the store to return it, they said that the 15 day return policy expired and they couldnt do anything about it. When I spoke with one of the store managers I told him that I wasnt informed by the sales person that I had to return it in 15 days and he said "They don't have to tell you because it's on the receipt." He thentrold me that I should read the fine print "just like I would for my insurance policy". I was surprised that he would compare Best Buy to an Insurance Company. He wanted to argue with me, and I finally said that I didnt come here to argue about it, can I speak with your boss. He said that the next level is to contact 1 888 BEST BUY. So I did and it was only for online orders and they said that since I ordered it at the store, they could not do anything about it.
Anyway, I feel that I have been treated unfairly. There was no information about the 15 day return policy. You dont even train your employees to remind customers that they have a very tight window for returns.
06-21-2019 11:57 AM
Welcome to our community. As I'm sure many people do, I tend to look at a retailer's return policy as an extra layer of protection for my purchase satisfaction and I try to keep abreast of the return policies of the retailers I frequent though I admit it can occasionally be a challenge. I was unhappy to hear of your experience and I regret any inconvenience to you.
As I'm sure you now know, Best Buy's Return & Exchange Promise allows for the return or exchange of most products within 15 days of purchase (30 days for My Best Buy Elite members and 45 days for Elite Plus members). Outside those time frames Best Buy cannot offer a return or exchange. We do our best to ensure that our customers are aware of our policy by publishing it in our stores, on our website, and even on purchase receipts. I apologize for our not having been able to reach you with this information despite these steps.
While I understand how you might have come to the decision, I was less than delighted to hear that this experience may influence your choice of Best Buy as a future shopping destination. It is my hope you will give Best Buy a new opportunity one day soon to renew your faith in us.
Thank you for taking the time to write to us about your experience and to share your feedback.
06-21-2019 01:20 PM
What I am requesting is that your TRAIN your sales agents to remind someone that they have 15 days to return if they dont like it. The sales agent convinced me that I could order another keyboard and return the original, but he did not even mention it would have to be within 15 days. THAT is UNFAIR and I WILL NEVER SHOP AT BESTBUT AGAIN. Furthermore I will tell all of my associates not to shop at BESTBUY. YOUR company is the worst when it comes to return policy! Not even willing to take into account the BAD EXPERIENCES of the CUSTOMER. The store manager should not be arguing with their customers about the return policy. He had the nerve to ask me "You set a policy for your class. Would you allow your students to run amuck?" NOT A VERY GOOD IDEA TO ARGUE WITH YOUR CUSTOMER!!!!!
06-21-2019 03:05 PM
The return policy is all over the place. It is like saying you didn't see a stop sign. It's printed on every receipt.
06-21-2019 04:22 PM
No it's not ALL over the place. The shipper that I got with the keyboard had NO RETURN Policy info. All the shipper says is "Gather the purchase you want to return, along with the original contents and packaging.
By the way the receips have in fine print: 15 day return on most items. What does that mean??? Your analogy of return sign is like missing a stop sign. Some stop signs are hidden:
06-21-2019 06:42 PM