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New Member
Posts: 2
Registered: ‎02-23-2019

VERY UPSET WITH RETURN POLICY!!!

I purchased a Samsung S8 plus cell phone on Feb 9, 2019 (6:15 pm) at the Madison Heights store in Michigan.  I wanted to return the phone this week so called the Madison Heights store on Friday (Feb 22) to confirm when the phone return ran out and was told to add 14 days to the day I bought the phone which would be today Feb 23.  I went to the Utica store and tried to return the phone today at 12:30 pm (Feb 23) and was told that the 14 day return policy ran out on Feb 22.  I spoke with the manager at the Utica store who said there was nothing he could do and he suggest I drive to the Madison Heights store which I did.  The manager at the Madison Heights store also said there was nothing he could do as he said the day the purchase is made counts as day 1 so it is really 13 days from the day you buy the phone.  How is this fair?  There is no return by date printed on the receipt. 

 

I would still like to return the phone and very frustrated with the return policy.  I usually don't make complaints but will stop shopping at Best Buy and give as much negative feedback on as many platforms as I can find as possible if this is not resolved.

Best Buy Employee
Posts: 2,179
Registered: ‎01-09-2015

re: very upset with return policy...

This sounds like they followed the process correctly, 14 days from purchase.  The manager was right on the money with how it works.  The first day isn't considered a "freebie", so it would count as one of the days in the return period printed on the receipt.  As for a specific "return by" date, that would fluctuate based on individual items as non-activated devices qualify for 15 days minimum, with Elite and Elite plus members getting 30 or 45 days respectively.  Phone contracts and activations limit this to 14 days, with Best Buy having no say in this process.  

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***
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Registered: ‎01-03-2013

Re: VERY UPSET WITH RETURN POLICY!!!

Hello adamsdp, 

 

Welcome to the forum and thank you for reaching out to us regarding your Samsung Galaxy S8+. Purchasing a new phone should be incredibly exciting. I know once I finally cave and upgrade my iPhone 6, I'll be thrilled! With that said, it doesn't sound like the S8+ worked out for you, as you wished to return it. 

With that said, it sounds like both our Madison Heights and Utica, MI stores were correct in advising that you would be beyond the return period. Per our Return & Exchange Promise, cell phones and other activated devices would fall under a strict 14 day return and exchange period, with "Day 1" being the day of purchase. I apologize if there was any confusion about whether the day of purchase would be "Day 1" or "Day 0" when you were counting out the days, leaving you just beyond the time frame in which we could accept the device back. 

 

Was there a specific reason for your return? Was the device not functioning or simply not to your liking? 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎02-23-2019

Re: VERY UPSET WITH RETURN POLICY!!!

Nothing specifically wrong with the phone, just not to my liking.  I still want to return the phone and feel the return policy is not clear and that some leeway should be allowed.

Posts: 12,468
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Registered: ‎01-03-2013

Re: VERY UPSET WITH RETURN POLICY!!!

Hello adamsdp, 

Thank you for clarifying your reasoning for the return. With that said, at this time we would not be able to accept a return or exchange for this device. I understand this isn't the news you were hoping for when you reached out to us here on the forum, and we greatly appreciate you sharing your feedback. 

Respectfully, 

Tasha|Social Media Specialist | Best Buy® Corporate
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