03-29-2021 12:23 PM
I recently purchased over $5,000 in products for our kitchen renovation from Best Buy. Our kitchen cabinet delivery was delayed due to the COVID-19 situation and once we received the cabinets we realized that the microwave cabinet cannot be cut to fit the microwave we purchased. The microwave cost $1,500 and needs to be returned but we are outside of the 15 days.
I started the process by calling customer services. I waited on the phone 10 minutes and was then told I need to be transferred. She transferred me and I waited only to be cut off when they tried to answer the call.
So.....I started all over again. I called up and waited another 10 minutes. This time I was tol that I need to take it to the store. (It was an online order). We get it all packed up and in the car. We drive to the store and get someone to help us carry it in. The store staff says, "no, your outside the 15 days, you need to call the number. You can't return to us". We explain that we already called the number and they said to bring it to you. They send us away.
After getting home, I sit down and then I call the number again. This time I am on hold for an HOUR!!! I requested to speak to a manager. Her response was your outside the window for returns. (She might as well have said "We don't care. It's tough luck.")
I now have a $1500 microwave that I cannot use and I will start my campaign to make sure people are aware of the returns stupidity of this company and never to buy anything from Best Buy again! I have never comes across a company with such poor customer service and crazy returns policy.
I would like to be able to return this microwave and receive a full refund!
03-30-2021 04:25 AM
I know these things are frustrating. However Best Buy at one point had an extended return policy due to the pandemic but since resumed normal return policies as many stores are open again for in store shopping. Unfortunately the return policy for Best Buy is set in stone and not meant to accomodate delays in items or other plans you may have had for the items.
A Best Buy mod may be able to help but be aware they may re-iterate the return policy and their word may be final.
03-30-2021 02:26 PM
Thanks for reaching out, and welcome to the Best Buy Forums. New home appliances are such an exciting purchase to make! I'm sorry to hear the experience was made stressful when you found out the microwave wouldn't fit, and that you were outside of the return/exchange window when this came to be.
Generally, major appliances are eligible for a return or exchange within 15 days after purchase per our Return & Exchange Promise. It sounds like you headed to a store to inquire about an exception return, and they were unable to assist. I'd be happy to look into this further and see if there is anything that I can do to help. So that I can get started, please send me a private message, utilizing the link in my signature below, with the following:
Looking forward to hearing from you!
04-07-2021 02:30 PM
Best Buy have resolved our issue. They took back the microwave and gave us a refund. We also had an in-home consultant come out and measure our cabinet to make recomendations. The customer service experience this time was outstanding.
Thank you for resolving this issue!
04-08-2021 08:54 AM
Thanks so much for keeping us updated here, I'm so happy to hear that you are satisfied with the resolution that was provided! Please don't hesitate to reach out with anything that may come up in the future, we are always happy to help.