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Posts: 1
Registered: ‎02-19-2019

Can't exchange defective product :(

I have been a Best Buy customer for several years, some years an Elite + member, some Elite. On January 17th, 2019 I returned a computer monitor I had purchased for my wife, that she ended up not liking the look of, only to be informed by the sales associate that I could be denied any future returns. Now I understand I have had a number of returns over the past few years, but they have always been with the proper documentation and never fradulent. Some items were returned due to faults in the product, others due to my attempts to find the "perfect" fit as we are working to make our home a "smart home." One of the reasons I've enjoyed shopping at Best Buy has been their return policy which grants me the ability to buy items with the assurance that if it doesn't work, I can get something else. Unfortunately sometimes you get an item home and realize for one reason or another that it was not the best fit.


This past Saturday,I attempted to EXCHANGE a defective soundbar that was purchased on 1/12, BEFORE I was warned by your store associate on 1/17 that I may not be able to return items in the future. The local store management team was accomodating that I was four days over my 30 day window since it was an even $499 exchange and thee team was attempting to find any way they could to help me, but to no avail, as The Retail Equation has locked my rewards account to where I can't even exchange defective items for the next 365 days.


Now I am faced with the denial of returns and exchanges for shopping almost exclusively at Best Buy instead of other local and online retailers. I don't understand how my five returns and four exchanges since 2017 could have raised a red flag to begin with, as they were all documented and approved by your store associates. There clearly is a problem with the monitoring system, as it does not take into account the value of the client relationships and does not appear to be customer centric. I have a Best Buy credit card that I will be considering closing and taking my business elsewhere, if Best Buy can not review my situation, and allow me to exchange the $499 soundbar for a product that works.


I have contacted TRE, and the Return Activity Report records appear to be accurate, however, the dispute process just leads to difficulties understanding the representative, requests for mailed in letters that lead nowhere and more frustration.


I would greatly appreciate it if a Best Buy service member would review the block on my account and kindly consider removing it, otherwise I'm afraid a valued customer will have made their last purchase.

Posts: 1,037
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Registered: ‎11-30-2015

Re: Can't exchange defective product :(

Greetings, texasbanker!

Welcome to our online community, here on the Best Buy Forums!

Our Return & Exchange Promise is a great way to buy with confidence. My understanding is that only a small percentage of people who purchase with Best Buy might encounter a ban or warning through The Retail Equation. I'm sorry to hear that you have been impacted by such a notice. I would be happy to get you connected with a specialist who can assist with reviewing your account. I will just need to gather some information from you, first. To get started, please send a Private Message with your full name, email address, phone number, and the warning or denial ID that you received (this should be on the printed notice you received and will typically end in -BBY). You can find a link to send a Private Message in my signature.



Fey|Social Media Specialist | Best Buy® Corporate
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