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New Member
Posts: 6
Registered: ‎07-11-2021

Best Buy local store support vs. Best Buy.com support

Hello, all. I have a unique issue with an expensive item I purchased on Best Buy.com, but wanted to discuss it face to face with a customer support representative to explain my issue clearly and show proof of my concern. I was surprised to find out the reps at the local store were unwilling to help me because i made my purchase online. They told me to call the 800 number for help. I've never been told that before dealing with other stores such as Target, Walmart, etc. Arent Best Buy.com and the Best Buy local store one big family that can work interchangeably together? Has anyone else experienced this? This did not make me happy. Dealing with this over the phone would be a very uphill battle. 

Posts: 6,249
Topics: 213
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Registered: ‎08-21-2017

Re: Best Buy local store support vs. Best Buy.com support

Good afternoon, Java6091,

 

Thank you for taking the time to reach out to us again here on our community forums. We strive to make the purchasing process as smooth as possible, I appreciate you providing your feedback about your experience getting assistance so far.

 

Depending on what is going on, your local store may not have the resources needed to assist you. Can you please provide some more details about what is going on? Any additional information would be very helpful so I can see what's possible. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎07-11-2021

Re: Best Buy local store support vs. Best Buy.com support

Certainly. It’s quite complex, but I can can back up my concern with proof if need be. Here’s the extremely simplified version - I purchased a TV on Best Buy.com because it was advertised to have a certain feature. As it turns out the TV cannot do what it was advertised to do, which is the whole reason I bought the the thing. The issue has been documented in the media by several different sources. Unfortunately, the problem didn’t become apparent until long after my return window, and as a Best Buy customer I feel deceived. This would be a one time exception for a unique situation of course, but I would like Best Buy to take some accountability for this and allow me to return the TV in exchange for a model that has been proven to have the feature I wanted in the first place. I buy big ticket items from Best Buy all the time and have never requested something like this. As you can see, this is something that would be best handled face to face. I hope you can help me. I’m very unhappy with my $1000+ purchase.
Posts: 6,249
Topics: 213
Kudos: 450
Solutions: 318
Registered: ‎08-21-2017

Re: Best Buy local store support vs. Best Buy.com support

I see, Java6091,

 

I appreciate you following up with me and providing some more details on what's been going on. 

 

Using the information associated with your forum profile, it looks like you were able to get in touch with us via Twitter and were provided our official response. At this time, our response remains unchanged. 

 

Please do let us know if we can assist you with any other matters in the future!

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 6
Registered: ‎07-11-2021

Re: Best Buy local store support vs. Best Buy.com support

Yes, all responses have been documented for my files with screenshots. Thank you for your reply.
Posts: 9,910
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Registered: ‎11-10-2008

Re: Best Buy local store support vs. Best Buy.com support


@Java6091 wrote:
Certainly. It’s quite complex, but I can can back up my concern with proof if need be. Here’s the extremely simplified version - I purchased a TV on Best Buy.com because it was advertised to have a certain feature. As it turns out the TV cannot do what it was advertised to do, which is the whole reason I bought the the thing. The issue has been documented in the media by several different sources. Unfortunately, the problem didn’t become apparent until long after my return window, and as a Best Buy customer I feel deceived. This would be a one time exception for a unique situation of course, but I would like Best Buy to take some accountability for this and allow me to return the TV in exchange for a model that has been proven to have the feature I wanted in the first place. I buy big ticket items from Best Buy all the time and have never requested something like this. As you can see, this is something that would be best handled face to face. I hope you can help me. I’m very unhappy with my $1000+ purchase.

Best Buy sells products. Including Geek Squad protection. As you know they sell products as Brand New and can't test the products individually. That is why protection is sold at the time of TV purchase to see if you need assistance with it after the manufacturers warratnty expires.

 

Best Buy is under no obligation to do an exchange after an extended period of time nor do they account for customers using products after the return window happens. Customers should open their products or test a unit in store to verify features prior to bringing home a device.

***Please keep in mind that I am not employed by Best Buy and are just a regular forums Super User and an everyday shopper like you. If you find my posting helpful, please add kudos to it. Remember to mark answered questions as solved if something helped you to speed up the answer queue for other customers***
New Member
Posts: 6
Registered: ‎07-11-2021

Re: Best Buy local store support vs. Best Buy.com support

Perhaps I didn’t explain the situation clearly. Best Buy sold me a falsely advertised product. Then they removed all evidence of the faulty advertising from their website once it became public knowledge that the TV cannot do what it was advertised to do. I have archived webpages as proof from the very same month I purchased the TV from the Best Buy website. Are you saying the store should take no responsibility for this whatsoever? Why remove something from the website unless you are trying to hide something and cover your tracks? This seems pretty serious to me.
Valued Contributor
Posts: 2,442
Registered: ‎02-07-2011

Re: Best Buy local store support vs. Best Buy.com support

The terms of use of the website clearly states that they are not liable for any mistakes, generally all the information is provided by the manufacturer. After the return period all resolutions would be soley the responsibility of the manufacturer.
New Member
Posts: 6
Registered: ‎07-11-2021

Re: Best Buy local store support vs. Best Buy.com support

In a unique case like this I think I'm mostly stunned by the lack of customer goodwill on display here by Best Buy as a company. It seems like there is a clash between what the store is obligated to do and what the store is willing to do in order the help the customer. I don't know what retail stores do with returned stock, but I can't imagine it translates to a significant blow for the company. For the customer it's a $1000+ loss for an item that doesn't serve it's intended purpose. For the store it's just a blip on the multimillion dollar retail chain store radar. I can understand Best Buy's reluctance to help if I wanted to return the TV simply because I changed my mind about brands...or wanted a larger size...or wanted to upgrade from LCD to an OLED. But to find out months later that the TV you bought doesn't do (and will NEVER do) the very thing it was advertised to do on the storefront website is a very different situation. Not a single representative of Best Buy has once asked me what kind of resolution I was seeking in this matter. Did I want a refund? Did I want a partial refund? Did I want to exchange it for a TV that has the feature I was originally seeking and pay the difference? Not a singe representative went above and beyond to extend a helping hand and seize the opportunity to spread customer goodwill on behalf of the company. That speaks volumes to me. I'm not a valued customer in their eyes who will return to the store for more big ticket items at a later date. I'm guest #36317 who gave the store money and now has a complaint. Next! This whole ordeal has been sad to witness, and I'm disappointed I'm the only one who sees it this way.