07-25-2021 12:29 PM
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.
07-25-2021 01:35 PM
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.
07-25-2021 02:23 PM
07-25-2021 02:36 PM
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!
07-25-2021 11:38 PM
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.
08-01-2021 04:20 PM
08-02-2021 01:35 PM
08-03-2021 08:21 AM
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.