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Posts: 1
Registered: ‎12-24-2020

Customer Feedback

Basically, I spent about $5000.00 at Best Buy over the past month or so. One of the items I ordered... an Apple Watch, seemed to be lost in the mail.  Best Buy was nice enough to send out another.  Then, a few weeks later, the "lost" apple watch got delivered to me.  I figured I could easily say nothing and keep it without anyone knowing.  However, I am not that type of person.  So, I decided to call Best Buy... the first time I tried, it was a 45 min. wait, so I tried the next day and it was only 13 min.  I spoke to a rep and she was not even appreciative of me calling. They just said, "let's get a return label printed".  I would think that if Best Buy got a call like this... returning something this expensive from someone that was actually being honest, they would show more appreciation.  It would have been nice if the rep thanked me for my honesty, etc.  Also, Best Buy should have a policy where they maybe give even a small gift card to show they appreciate the honesty in situation like this.  I'm pretty confident most people wouldn't even take the time to call and just keep the item. 


When I was on with the rep, it took over 30 minutes for her to get me the return info.  Now, I need to find a box for the item, and take time to take it to the UPS store to return it... She did say thanks for calling at the end, but I feel more was needed. 


I try to shop with other companies besides Amazon, but, Amazon has amazing customer service... and takes care of, and appreciates their customers and that makes me want to continue shopping with them.  It's kind of sad to feel guilty for doing the right thing.


I just thought it was important for Best Buy to know about my experience.  Customer service is #1 for me and this was a time when Best Buy could have been thankful for someone doing something honest.

Posts: 11,416
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Registered: ‎11-10-2008

Re: Customer Feedback

It's nice to see honesty, however Best Buy will protect their assets which means helping you return your items without cost to you so they get their inventory back.


A good will gesture is on you, Best Buy is not obligated to provide rewards for items that are legally theirs as they the property is essentially theirs now.


Be proud this year that you did the right thing, many other people never received their items this Christmas due to the shipping delays.

Best Buy Forums Super User since 2008. Please note I am not employed by Best Buy and I answer questions on my own time. If you find something helpful please add kudos to it. Should something solve your issue please remember to mark inquiries as solved.
Posts: 6,667
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Registered: ‎08-21-2017

Re: Customer Feedback

Good afternoon, talkie1,


Welcome to our community forums. Thank you you taking the time to let us know about your recent purchasing experiences. I know how important it is to receive a delivery when you expect it, especially during the holiday so I can understand your concern to see this original shipment stop updating.


We strive to provide expert service no matter how you contact us so I can understand your disappointment for this phone call to be lacking an expression of gratitude. I know it may not always be simple to drop a package off to be shipped, especially at this time of year.


I'm very happy to hear that you were originally able to have a new Apple Watch shipped to you and a return shipping label generated for this duplicate shipment. We appreciate you bringing this to our attention so we could assist in you getting this package returned.


Please don't hesitate to reach out to us if we can ever be of assistance in the future and I hope you enjoy the rest of your holiday season.



AndrewB|Social Media Specialist | Best Buy® Corporate
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