01-09-2019 10:15 AM
01-09-2019 10:43 AM
Hello mscollins,
Thanks for joining us at the Best Buy Community forums to reach out about this. I apologize for the poor experience you had at our Western Hills location. We never want a customer to feel like they didn’t receive top notch service because of their race.
Under our Return & Exchange Promise, a photo ID is needed for any returns. As for the other folks getting help before you, it’s possible that the employee was a specialist for a specific carrier, and that the other folks that came in after you were on the carrier that person could help with. I’m not sure if that’s the case, but it is a possibility.
I’m happy to hear that the TriCounty store was able to get this worked out for you. It isn’t clear from your post, but were they able to solve that AppleCare issue as well? If there are any outstanding problems, please let me know.
Regardless, I’d like to follow up with the store so that their leadership is aware of this. Please send me a private message through the link in my signature below this post. If you could include your name, email address, phone number, and the customer service PIN from your purchase receipt, if you have it.
Sincerely,
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01-09-2019 12:01 PM
Per your reply
" Under our Return & Exchange Promise, a photo ID is needed for any returns. As for the other folks getting help before you, it’s possible that the employee was a specialist for a specific carrier, and that the other folks that came in after you were on the carrier that person could help with. I’m not sure if that’s the case, but it is a possibility."
I have again reviewed your return and exchange policy and based on what you have directed me to review; this is what I found. Further frustrating me because I was well within my rights to exchange product or return if I so choose, because I had proof of payment- "MY RECEIPT"
per your Return Exchange Promise:
Except where prohibited, we require a valid ID for all store returns that lack proof of purchase. We accept U.S., Canadian, and Mexican Driver's Licenses; U.S. State ID; Canadian Province ID; Matricula Consular; U.S. Military ID; Passport; U.S. Laser Visa; and U.S. Permanent Resident Card. Reimbursements on returns lacking proof of purchase may be denied or limited, and state sales tax and fees will not be reimbursed.
Like many retailers, we use a third party to help prevent fraud and losses due to excessive returns. Our third-party processor may record your ID information when you return an item and keep it in a protected database. Based on your history of returns and exchanges (e.g., the number and frequency of returns and the products returned), you may be denied return or exchange privileges after a warning, even if you have a receipt and have otherwise complied with the policy. Customers who are warned or have been denied an exchange/return may request a copy of their Return Activity Report by calling 1-888-224-1920.
Furthermore, per your reply as quoted specifically by you; in regards to the other folks being assisted immediately vs us waiting 20 minutes
"Under our Return & Exchange Promise, a photo ID is needed for any returns. As for the other folks getting help before you, it’s possible that the employee was a specialist for a specific carrier, and that the other folks that came in after you were on the carrier that person could help with. I’m not sure if that’s the case, but it is a possibility.
I can assure you that your rep did not know who those folks were and why they were there prior to bypassing us and assisting them. You should not be making excuses nor should you point me to your exchange policy especially since I had a receipt, am an elite member, and was well within dates of exchange. You were not in the building to see or hear the conversation I observed so please spare me with excuses. You also did not experience what my son and I experienced in terms of having been made to feel less important. We were disrespected, discriminated against, and refused service. I have money, friends, family, and a social media following. I will make it a point to let everyone I know about my recent store experience as well as my experience with you and your inability to hold your folks accountable. Instead choosing to make excuses.
01-09-2019 12:22 PM
Hi again mscollins,
I was not attempting to provide excuses, but rather to offer a potential explanation for what may have happened. I’m sorry if my post came off as trying to excuse the experience you had. That was not my intent.
As I said, I’d like to look into this so that I can follow up with that store so that they can make sure that something like this doesn’t happen again in the future. If you could please send me that private message with the information I requested above, I’d appreciate it. That will help me get all of the relevant information into the correct hands.
Thank you,
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