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New Member
Posts: 2
Registered: ‎02-23-2021

Blatant Lie from Customer Service Chat Member

[ Edited ]

I purchased a graphics card that was damaged upon arrival, and I wanted to exchange it. I confirmed multiple times with a online chat customer service member, Gerald {removed per forum guidelines}, that I did not want a refund, but instead a replacement. They confirmed back to me that I could go into the store for my replacement. To which I challenged him and asked if they would have one, he confirmed back to me that they would be able to provide me with the replacement. I have this entire conversation in writing. 


Because he said I needed to go to the store, I went into my local Best Buy to get this solved. I ended up making a fool of myself because they were unable to replace my product, or help me in any way at all. The would only refund me the product, which is exactly the opposite of what I wanted. I had confirmed multiple times on the chat that I would be able to replace my product. To find out I was lied to was extrememly upsetting. 


I then called the corporate line to discuss this problem with someone, I got Carlos. I felt that after months of trying to get this card, have it arrive damaged, then was told I could get a replacement, there should be some consequence of this employee who has lied to me. I asked to see a supervisor, and after 10 minutes of waiting on the phone with Carlos, he asked me if I would take $25 to go away (I am paraphrasing). I said no, I want to speak to a supervisor. He was okay with that and said please wait on the line. After another 10 minutes, I was dropped back into the main menu!!!!


I am very upset that this has happened and I really want a consquence to come to this employee who lied to me. Either that or I would like to purchase a graphics card. I just don't think it is right that I've gone through all of this and this employee just gets away with it and I get nothing but the hassle. I am a serious BBY customer and I spend way too much at this store to just be blown off by multiple employees. 


I called again and an employee created a complaint for me under the number {removed per forum guidelines}. I am very upset that this employee (from the chat room) lied to me and I want to follow up on the outcome of this complaint. I was embarrassed inside of the store solely because of his instructions and that is not fair to Elite Plus members. 

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Registered: ‎11-10-2008

Re: Blatant Lie from Customer Service Chat Member

In store replacement is subject to product availibility. If they do not have it in stock, you can take this issue up with the manufacturer who can help you replace your defective item (I might add quickly), Unfortunately if none are in stock for immediate replacement then yeah, whomever built that card would help you get a replacement.


Best Buy can't test every individual product but like in all retail, there are lemons now and then and you don't know you got one until you open your purchase and test it.


If you're not willing to work with the manufacturer, a refund would be best in this situation.

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New Member
Posts: 2
Registered: ‎02-23-2021

Re: Blatant Lie from Customer Service Chat Member

Did you even read the complaint? I’m upset for the lie and want a consequence on the employee who is doing their job wrong and sent me in the store for a replacement. They lied. I confirmed 3 times the situation with the employee and I have it in writing.
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Registered: ‎08-21-2017

Re: Blatant Lie from Customer Service Chat Member

Good morning, KnackJack,


Welcome to our community forums. I appreciate you reaching out to us to let us know about your experience with this order. I know how difficult it has been to track down graphic cards recently so I can imagine your disappointment to see that this arrived damaged. I would be glad to help make sure your feedback gets to the right place.


I will need a bit more information to locate this chat session and document your experience here at our Corporate Campus. Can you please send me a private message that includes your:


Full name

Email address

Phone number


You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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