11-25-2019 10:13 AM
I purchased an item back in August, after receiving item and testing the item it did not perform as expected. Within the 15 day return window I took it to a Best Buy store to try and return it. They were not able to return because they classified it as a BestBuy.com only item. I called customer service they provided a return label and I sent it back. After two weeks I got the item back, I called got a second return label and sent it back. Two weeks after that I got the item back, Best Buy has now classified the item as a dead SKU/ final sale. When the item was purchased it was not labeled as a final sale item that change was made after my purchase without my knowledge. For 3 months have been calling for resolution, multiple cases have been open with promises of callbacks within the next 48 business hours. As of this message I have not been contacted by anyone from Best Buy, if it was not for me following up my case would be overlooked. All the customer service reps and supervisor I speak with say they that "you're right", "this is not your fault" and "we understand, I'm a consumer too and I would react the same" but none of them ever do anything to fix the issue.
11-26-2019 11:50 AM
Thank you for joining our community and for taking the time to write in to us, although we wish the circumstances were different.
I can certainly understand how a situation such as this is not optimal and wanting to investigate this further. We appreciate you getting in touch with us regarding this. While I cannot guarantee any particular outcome since the item seems to be final sale, I'd be more than happy to review this further. To do so, can you please send me a private message that includes your full name, phone number, email, and order number? You can send a secure message by clicking the blue bottom in my signature.