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Posts: 3
Registered: ‎01-08-2019

BestBuy Disrespected Me & My Claim & Embarassed myself & Family

I had went into my local BestBuy to return my 40in Sharp Roku TV. First, I purchased it on the 12/22/18 and NOWHERE stated did I have a 72hour Window of time allowed when I purchased my product being the Holiday Warranty is promised to all members until 1/12/19. So I didn't purchase a warranty for my TV. I've tried on countless occasions trying to reach out to BestBuy customer support on this matter being how defeated & humiliated I feel having to undergo such duress through countless different representatives and also through 2 BestBuy stores. I initially bought the Television from the store on the Black Friday sale and their was a women holding down the last 3 TV's of this model with her hands and one knee. I had to ask a representative to ask the women to let go of the TVs so that I may purchase 1/3 and she finally did. I took it up the checkout and I purchased it. I then asked the represenatives if they would put into my truck being that it was hard for me to lift. Two representatives came outside and tried lifting them over the back of my truck and one of the representatives dropped it on the side while putting it into the truck. I didn't buy a warranty and I WAS UNAWARE of the 72 hour window of time that I was I guess, allegedly allowed as a replacement window given the Holiday Policy. I purchased it as a gift for my mother for when she got back from her Christmas vacation and when she opened it up from where I wrapped it, she plugged it in and turned it on and to her dismay the internal screen was defected/damaged. I then asked her to package it back up and we took it the BestBuy where I had initially purchased it from and had them analyze it and they are telling me that I am out of time on the return when I am indeed not given the Exchange/Return Holiday Promise Warranty untill Jan 12. I arrive there, and the GM Jason, made me wait 30-45mins to come out and address Customer Service and I waited that whole time for him to walk out with an ill tempered deameanor and attitude towards both my Mother & I and said less than a sentence that he could not return it and therefore it is my fault given I explained that his sales associates dropped it upon lifting it into my truck. Then he walked right out the front door. 

 

I have tried my best, I've been going to this Bestbuy for years since I was a child and I've never dealt with such bad customer service in my life. I will not buy another thing from BestBuy again for causing me so much grief. I sure hope that this can get solved ASAP! I am highly upset with this level of customer service and character that has been displayed. 

Posts: 1,524
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Registered: ‎08-08-2017

Re: BestBuy Disrespected Me & My Claim & Embarassed myself & Family

Good morning, KyleMedley,

 

Welcome to our support forums.  Whenever I visit a retailer, I trust that their associates will help me with my purchase and handle my concerns with care.  I would be quite perturbed if an employee dropped a brand new item I had purchased, especially if it were later discovered that item sustained damage as a result.

 

I’d like to clarify that our Return & Exchange Promise is generally 15 days for most customers, but it was extended during the holidays to allow for most purchases made between October 28­ and December 28, 2018, to be returned through January 12, 2019.  However, items that are physically damaged are considered non-returnable under this policy, regardless of the time of year. 

 

With that said, I’d like to gather more information about your visit to get a better idea of what happened here.  Please see I’m sending you a private message, which you can read by signing into the forum and selecting the orange envelope at the top of the page.

 

Thanks for posting,

Sam|Social Media Specialist | Best Buy® Corporate
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Posts: 3
Registered: ‎01-08-2019

Re: BestBuy Disrespected Me & My Claim & Embarassed myself & Family


@Sam-BBY wrote:

Good morning, KyleMedley,

 

Welcome to our support forums.  Whenever I visit a retailer, I trust that their associates will help me with my purchase and handle my concerns with care.  I would be quite perturbed if an employee dropped a brand new item I had purchased, especially if it were later discovered that item sustained damage as a result.

 

I’d like to clarify that our Return & Exchange Promise is generally 15 days for most customers, but it was extended during the holidays to allow for most purchases made between October 28­ and December 28, 2018, to be returned through January 12, 2019.  However, items that are physically damaged are considered non-returnable under this policy, regardless of the time of year. 

 

With that said, I’d like to gather more information about your visit to get a better idea of what happened here.  Please see I’m sending you a private message, which you can read by signing into the forum and selecting the orange envelope at the top of the page.

 

Thanks for posting,


I'm beyond "Perturbed" about the whole situation, especially when I am a "VALUED CUSTOMER" and I am being treated with such dismay and discord from the character features of a General Manager and his team of associates that was entirely unconsiderate and seemingly-unaccountable with their mistake. I messaged you directly, I've contacted other HR support representatives and I will not stand for such apathy from a company that I've been purchasing Electronic Products since I was a kid. I would understand if it were I, that was not taking accountability for my actions but that is simply not the case. 



 

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Posts: 1,524
Topics: 26
Kudos: 245
Blog Posts: 15
Solutions: 63
Registered: ‎08-08-2017

Re: BestBuy Disrespected Me & My Claim & Embarassed myself & Family

Good morning, KyleMedley,

 

Thank you for sharing your additional concerns with me.  I absolutely hear where you’re coming from and regret any inconvenience this situation caused you.  Please know I received your private message with the information I requested, and I’ll be responding to it shortly.  Just like last time, you can view my reply by selecting the orange envelope in the top right corner of the page.

 

Sincerely,

Sam|Social Media Specialist | Best Buy® Corporate
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Posts: 3
Registered: ‎01-08-2019

Re: BestBuy Disrespected Me & My Claim & Embarassed myself & Family

I still have not heard from any support agents on this issue. I can say that I am totally disappointed & disgusted with the service and lack of accountability on BestBuy’s end on this. The take-back policy still stood & expired. I am never going to recommend BestBuy to anyone no matter the promotions or Holiday Sales that are going on. Horrible customer service I’ve received.
Posts: 4,617
Topics: 29
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Registered: ‎12-23-2016

Re: BestBuy Disrespected Me & My Claim & Embarassed myself & Family

Hello KyleMedley,


Welcome back to the forums.


I just checked in to this, and it looks like Sam sent you a private message about this on Jan. 9 with our response to you. Please check your private message by clicking on the envelope in the top right corner of the page to read that.


If for some reason you don’t have that message from Sam, please send me a private message and let me know. I’ll see if I can re-send it to you. If you did receive that message and have any questions about it, please send over a reply, and I’ll try to answer any questions you may have. 


I’ll be out of the office for the next few days, so I may not be able to get a reply to you until Sunday if your message doesn’t come through before the end of my work day today, just so you are aware.


Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
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