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New Member
Posts: 2
Registered: ‎11-25-2019

refused to exchange new item

I have spent thousands of dollars at best buy on tv's surround sound laptops routers. I have been wanting a arlo home security system for a while so when I saw the arlo pro 2  4 camera set on sale I went to chapel hill store in Akron Ohio to get the camera set plus 4 mounts and 4 solar chargers. the sales assoc accidentally gave me 1 charger that was for the pro3/ ultra cameras ( different plug) they only had 3 chargers i needed 4 so i tried to call the montrose store to see if i could exchange it there because website showed 3 in stock. after 3 tries calling and approx. 15 min.on hold only to have call ended. i decided to drive out there and called at the same time,23 min. later  i was in the store and still no answer on the phone. the man at the door asked if i was returning it  i said no and told him that the other store gave me the wrong one by mistake but didn't have more so i wanted to do a even exchange (same price same brand)  he said no problem go get what u need and take to customer service.that's where the problem started. the guy at the counter told me they cannot exchange it the montrose store because i bought it at chapel hill and it would "mess up there inventory" so i took everything back to chapel hill store and got my money back. I will say the employee's at the chapel hill store said that should never have happened  and they were very apologetic also very polite even offered to get me one from the north canton store. I told the guy am sorry but this has already wasted 2 1/2 hours of my time and a half a tank of gas in my truck.do to the issue with the customer service guy at montrose and the manager  12:00 pm Saturday 11/23/2019 i have no cameras and will probably never do business with best buy again.

Posts: 3,784
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Registered: ‎08-21-2017

Re: refused to exchange new item

Hello, bigwave34,

 

Welcome to our community forum. I appreciate you taking the time to let us know about your experience with this purchase. Most of the time any store can process a return or exchange for purchases made at other locations. I'd certainly like to take a closer look in to your visit to this store. Can you please clarify where this Montrose store is? I'm not very familiar with the area and having trouble finding a corresponding store. Do you remember the name of the store manager you spoke to? Any additional information would be much appreciated. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎11-25-2019

Re: refused to exchange new item

Andrew did you get the information I sent you last week on the montrose store. 96 rothrock rd.  Akron Ohio 44321 is the stores location. I did not get the name of the guy at the customer servicecounter or the manager that he called over. but it was 12:00 noon on sat. 11/23/2019.

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Posts: 403
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Registered: ‎07-23-2018

Re: refused to exchange new item

Hello, bigwave34,

 

Thanks for following up on your previous conversation with Andrew. Unlike him, I am extremely familiar with the area, so I know exactly which store you are referring to. That said, it looks like he had replied to your private message, requesting some additional information that will allow us to look further into this for you.

 

When convenient, please check your inbox, and reply there with the required information. We’d be happy to continue working with you on this.

 

Best,

Sarah|Social Media Specialist | Best Buy® Corporate
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