04-26-2021 10:23 AM
I purchased a monitor at the sale price of $149.99. As I was attempting to check out, I was prompted by a pop-up to purchase a keyboard as a 'bundled item' at a discounted price of $29.99. I did not receive a discount on the monitor as a result of the bundle, and paid the full $149.99.
The keyboard turned out to be the wrong size for me, so I tried to return the unused product. I was told that because it was bundled, I could not get a refund, and in fact I would be CHARGED $21 to return it!!!
This would make sense if I got a discount on the monitor as a result of the bundle, but that was NOT the case.
I assumed the store manager would solve the problem, but he did not. When I told him this was 'robbery', he sarcastically told me to have a nice day. Let's just say that did not end well (and I had what was probably the worst customer service experience of my life).
I am a long-time Best Buy customer who has bought multiple expensive items, including computers, over the years but after this horrible customer service incident, I do not plan to shop at Best buy again unless the issue is resolved. While incidents like this allow Best Buy to make a quick buck, they destroy customer trust.
DO NOT BUY BUNDLED ITEMS -- you cannot get your money back in the case of a return!
04-26-2021 11:14 AM
Good morning, Rrapkins1,
Welcome to our community forums and thank you for taking the time to reach out to us regarding this purchase. I know that bundled items can make a shopping trip quite a bit more convenient so I'm disappointed to hear there was some confusion on how this promotion worked. I'd be glad to provide some more details about our Return & Exchange Promise interacts with bundled items.
If you received a discount or free item by purchasing multiple items together, you will lose that benefit if you do not return all items purchased. Based on your message, it sounds like this keyboard may have been discounted. Is that correct? If so, you would need to pay the difference in price for that discount if returning this keyboard or exchanging it for a different product.
I hope I was able to clarify how this process works. Please don't hesitate to let me know if you have any more questions I can help with!
04-26-2021 11:34 AM
That would be fine. However, the store manager refused to issue the refund. The unbundlesd price is $53.99. I paid $29.00, and only expected that much back. The store manager claimed your 'system' did not allow him to refund ANYTHING.
It truly boggles the mind.
04-26-2021 11:43 AM
Hi there, Rrapkins1,
Thank you for following up with me. Based on that information, the $24.99 difference in price, plus applicable tax, would need to be paid as you are keeping the monitor on this purchase. If no other times were returned or exchanged during this new transaction, our system would indeed prompt you to make this payment to complete the return.
While I understand that this isn't the ideal outcome to this situation, it does sound like the store manager provided the correct information based on our Return & Exchange Promise.
04-26-2021 12:03 PM
As I said, i would be happy to pay the $24.99. However I would then expect to be refunded the $53.99. The store manager refused to issue a refund.
Best Buy has scammed me. I will never shop at your store again. You have lost a customer for life.
Customers, BEWARE OF BUNDLES. YOU WILL NOT RECEIVE A REFUND!
04-26-2021 09:53 PM