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New Member
Posts: 6
Registered: ‎06-14-2019

Trouble returning phone . . . Unbelievable treatment

[ Edited ]

I bought a LG G8 phone and a case at my local BB storen on 5/30/2019. I was very unhappy with the phone (glitchy, slow, counterintuitive UI) and wanted to return it and tried to find time I could get back to the store. I didn't know which days were counted on a return and I didn't want to miss the return window, so I contacted BB online support chat and asked when I can return it. They said 6/13 was last day for returns. Here is the transcript:

 

Chat Start Time Chat End Time Chat Duration Operator Interaction ID
Jun 11, 2019 19:04:50 GMT Jun 11, 2019 19:08:12 GMT 00:03:21 Rick {removed per forum guidelines}

Rick P (19:04:53 GMT) : Thank you for choosing Best Buy, my name is Rick P How may I assist you today?
Visitor (19:06:02 GMT) : I purchased a cell phone from a store on May 30 and I want to know the last day I'm able to return it. I'm not sure how you count the 14 days
Rick P(19:06:26 GMT) : Hi Steve.
Rick P (19:06:33 GMT) : Pleasure having you on chat .
Rick P (19:06:53 GMT) : The last day for return is 6/13/XXX.
Visitor (19:07:12 GMT) : Thanks!
Rick P (19:07:51 GMT) : You are welcome .
Visitor (19:08:02 GMT) : That's all I had for ??s Thanks for your help
Rick P (19:08:08 GMT) : Take care .

I tried to return the phone and case yesterday (6/13) and the phone manager refused the return and said I was a day late.  I told him about the support chat and said I could show him the transcript which said I could return it on 6/13. He said "I don't care what it says, it's my call, not theirs" and went on about "why would you contact online support?" (Because I wanted an answer) He wouldn't take the return and tried to tell me that since he didn't tell me I could return it on 6/13 that I shouldn't have listened to online support. He tried insulting me by repeatedly saying in various ways "well, if you could count" and "I know when the reurn period expired because I can do math." He doesn't seem to think there is any relation between his store and the rest of the Best Buy company. I've been shopping at Best Buy for over 20 years and ths is baffling. I even bought a replacement for the G8 yesterday from Best Buy through the website (a Moto Z4) that I picked up at the store when I tried to return the G8.

 

I don't understand how a company can tell a customer that he can't rely on the instructions that the company gave to him. If BB online support got in wrong, which I doubt they did since 2 different reps told me the same thing. That's right--after this happened, I contacted BB online support to relay my experience and they again confirmed that I should have been able to return it on 6/13. Transcript:

 

Rachel R(19:23:23 GMT) : Yes, I have found your order details.
Rachel R(19:23:36 GMT) : Yes it was purchased on 05/30/XXX
Rachel R(19:23:59 GMT) : Let me check the return time frame.
Rachel R(19:28:56 GMT) : I did check and see that this product covers with 14 days return time frame , as you have purchased this product on 05/30/XXX the 14 day is 06/13/XXX.
Visitor (19:29:27 GMT) : Thank you. Will you please tell store to accept return?
Rachel R (19:29:29 GMT) : May I know the reason they told you for return refused?
Rachel R(19:29:52 GMT) : Just to confirm, have you did too may return in past few months?
Visitor (19:29:55 GMT) : I was a day late
Rachel R (19:30:14 GMT) : May I know when did you visit the store for return?
Visitor (19:30:15 GMT) : haven't returned anythig but this phone
Visitor (19:30:34 GMT) : I tried to return it yesterday (6/13)
Rachel R (19:31:11 GMT) : 06/13/XXX is the 14th day for your return time frame.
Rachel R (19:31:50 GMT) : In this case, I request you to please talk with store manager, as you are under return time frame on that day you visited the store for return.
Rachel R (19:32:13 GMT) : Please inform the same to the store manager, they will check and help you with the return.
Visitor (19:32:48 GMT) : I tried when I was there yesterday, she wasn't there. I called today and left a message asking for a call back. She hasn't called
Rachel R (19:33:37 GMT) : Please help me with the store zipcode, let me help you with the store email address.
Visitor (19:33:49 GMT) : 9205X
Rachel R(19:33:55 GMT) : Thank you.
Rachel R(19:36:26 GMT) : Store details.<< please click here- you can able to see the Email Us option in the left corner. I request you to please send a email with clear notes along with order number. They will be glad to check and help you with the possible options.

 

So, BB support agrees with me, but apparently they can't do anything and put it back on me to deal with the store! So, I've emailed the store manager and tried calling twice, but she "wasn't there" and I left mesaages asking for a call back that I haven't received. 

 

I am beyond frustrated at this point. This is the epitome of crappy corporate customer service where everything is the customer's fault - even when it is in writing as clear as this. No wonder people shop on Amazon . . .

Best Buy Employee
Posts: 2,326
Registered: ‎01-09-2015

Re: Trouble returning phone . . . Unbelievable treatment

Definitely not the right way for the store manager to approach the conversation, I'm sorry for that.  I'm also sorry that the chat has provided incorrect information both times.  That is definitely some feedback the moderators here should be able to send over to the teams in charge of online support.  

 

The day you take the item home is considered day one as you are in possession of the item.  Hopefully the moderators will be by soon to document this for you.

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***
Posts: 18,255
Topics: 2,992
Kudos: 608
Solutions: 496
Registered: ‎09-29-2008

Re: Trouble returning phone . . . Unbelievable treatment

OsideT,

 

Welcome to our community, though I certainly wish it were under better circumstances. There is never a time when it is appropriate for our store representatives and leaders to be anything but respectful when working with you and our other customers. Certainly what you've described seems to fall far short of our aspirations to provide a superior experience. To have the additional complication of incorrect answers provided to your direct questions by our online support team only piles frustration upon aggravation. I apologize for our having disappointed you.

 

Best Buy's Return & Exchange Promise allows for the return or exchange of cell phones within 14 days of purchase, with the first day beginning the day you receive your product as jdogg836 indicated. Outside those time frames Best Buy cannot offer a return or exchange.

 

That being said, I note that you are working with my peer, Alyssa, via Twitter. I encourage you to continue working with her toward a resolution.

 

Thank you for writing to us.

John|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎06-14-2019

Re: Trouble returning phone . . . Unbelievable treatment

Thank you. I'm trying to work with Alyssa, however, she put the burdden on me to contact the store manager and resolve this. I've tried contacting the manager by calling and leaving message and also by emailing. The manager won't respond, so I don't know what to do at this point.

 

I know that exceptions can be made to the return policy. Even though I don't need an exception,*** I will take one if that's what they need to call it.  If ver there was an appropriate time, I think I qualify since I did everything a customer can do to make sure I returned it on time.  BB told me I could return it on that day.

 

***No exception is reequired because, regardless of the interpretation of the language of the return policy on the receipt, the transcript controls at this point. Contracts can be modified by agreemnet of the parties and mine was modified by the statements on the transcript. Even if 6/13 was incorrect info from BB, that's BB's problem to work out internally. There is ony one BB, not a correct BB and a wrong BB that the customer is supposed to decipher to his peril. BB has customer support reps who speak on behalf of BB. If the phone manager doesn't like what I was told by BB, he can take that up with his co-workers, but he cannot rescind terms of an agreement BB made with me after the fact. 

 

New Member
Posts: 6
Registered: ‎06-14-2019

Re: Trouble returning phone . . . Unbelievable treatment

I've done everything suggeted and requested by you, the phone rep, and Alyssa. The store manager has not called me back or replied to my email. I have been composed and polite throughout this process and I don't understand why I am being treated this way. This whole problem boils down to some of Best Buy interpreting a return policy different than others at Best Buy. I followed written instructions given to me by Best Buy and returned the LG G8 on the day they told me to. 

 

I haven't returned anything to Best Buy in the last 5 years and I don't think I've ever returned aything in over 20 years as a customer, so I'm not abusing the return process. Why can't I reach someone who can help?

Best Buy Employee
Posts: 2,326
Registered: ‎01-09-2015

Re: Trouble returning phone . . . Unbelievable treatment

I would recommend you speak to the store manager, even if that means going in to the store. Your first post here was 2 days after the incorrect date provided by the chat support and 3 days after your actual return date of the 12th had passed. They would be the one to make the call, since the decision to override the posted policy is up to that store.

It really isn’t a case of interpretation, the first day you have it is day 1 not day zero. It’s a case of the chat support providing inaccurate info.
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: ‎06-14-2019

Re: Trouble returning phone . . . Unbelievable treatment

Even if that's the case, why is BB making me suffer the consequences of their mistake?

 

I guess I'll try going in. I had been holding off because I have been in contact with customer support via twitter chat and I have been following their instructions as far as sending the email and waiting for a call back from the manager.. But I have not heard from them since Saturday.

Posts: 1,977
Topics: 209
Kudos: 53
Solutions: 47
Registered: ‎07-06-2009

Re: Trouble returning phone . . . Unbelievable treatment

OsideT,

 

I appreciate you wanting to get a quicker resolution to this matter, but as John mentioned, the best way for that is to continue to work via Twitter. As Alyssa is currently unavailable, I have responded there on her behalf. I ask that you continue to reply there regarding this matter. 

 

Thank you,

Melissa|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎06-14-2019

Re: Trouble returning phone . . . Unbelievable treatment

I've been monitoring it, but nobody is responding there. I've been given the same message 6 times by diffeerent people: "We are looking in to it, waiting to hear from someone." Can you give me the contact information for someone I can try to elevate this to? I don't understand why it takes this long for that "someone" to see what I was told by Best Buy and acknowledge that I can return the phone.

New Member
Posts: 6
Registered: ‎06-14-2019

Re: Trouble returning phone . . . Unbelievable treatment

I tried calling the store manager. As before, I was put on hold and an assistant manager picked up. He told me he knew about the situation and said nothing changed. I asked if I could speak with the manager and he said she was in training. I've done what you requested and the manager apparently does not want to talk to me. She has not responded to the email you suggested I write, either. I would like the contact information for the store manager's supervisor because the store doesn't want to resolve this.

 

If there are any other means of elevation on your end, I would appreciaate knowing any other options that I could explore. I'm still baffled that a nationwide store of this size would treat a customer this way over something that is so small to them with a 20+ year customer who has never been a probem or abused any policies.