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New Member
Posts: 3
Registered: ‎03-04-2019

Complaint, I'm sorry for complaining but this really upset me.

I think this is the first time I've ever actually gone out of my way to complain but I'm just so discouraged from Best Buy that I felt I had to.

 

On 2/8/19 I bought a new laptop, I have never gone computer shopping so I didn't really know what to look for.

I bought the "HP Notebook - 15-db0011dx" for $300. The salesman kept telling me it came with a warranty but didn't tell me that it would cost me. This put me on the spot having to choose to at least spend another $70 I didn't plan for to at least get the 1 year. Also letting me know that I can't extend it later. Fine. I really wanted a laptop.

 

I enjoy this machine but I'm already planning to buy a new one as my job gives me an really good discount on laptops. As I started putting my games on this machine I then see that the RAM is really low and best buy will only sell me the RAM I need in 2 packs. So I need another $100 to improve the machine.

 

But whatever, I'll just have 2 laptops. One for everything I need and this one I just bought to sit on my shelf I guess.

Then I find out that it's now on sale for $250. Remembering they mentioned a price match, I called the store.

They told me I had a 30 day return and since I'm in those 30 days, they'll price match. 

Then I thought, since I'm in my return period I'll just return it since it's not doing the job I need it to and use it to get a system through my job.

 

I get to the store and they tell me the return is only 14 days. She made it seem like I bought this 24 day old system decades ago. Telling me, "You're COMPLETELY out of date for a return. It's already a month! I mean, in a few days it's already going to be a month!"

 

So completely discouraged I ask about at least getting the $50 price match and was told once again that my computer is too old and out of price match date. Making me feel wonderful about my purchase that's aparently SO old.

 

I'm not writing this for free money, I don't even want the price match anymore. Getting the $50 price match means I'll either have to go into best buy or make a purchase from best buy, neither of which I plan to do anymore.

 

I'm not angry but I'm pretty hurt by how I was treated and lied to on the phone. I went from thinking best buy was AWESOME to not wanting to step foot in BB in a matter of 30 seconds. It really sucks, because now I get to load everything back on my computer because I wiped it when I found out I was in my return period. So that's how I'll be spending the rest of my day off. 

 

I feel so terrible about complaining, I dislike spreading negativity. But maybe this will help BB get things together so that no one else has an experience like mine.

 
New Member
Posts: 3
Registered: ‎03-04-2019

Why I'm spending my $1500 elsewhere

Got my yearly bonus and it's time to upgrade from our Iphone 6s to Iphone Xs. They are going for about $750 and I need two of them. I could get them from BB today or wait 3 days to get them by mail. I'm just going to wait. I posted my experience a little under 3 weeks ago and no one from BB seemed to care. This is exactly why I'm taking my money elsewhere. Below is the experience I had.

 

I should also add that the computer is now on sale for even cheaper!!

I bought it at $300, it went down to $250, now it's $229!

 

 

I think this is the first time I've ever actually gone out of my way to complain but I'm just so discouraged from Best Buy that I felt I had to.

 

On 2/8/19 I bought a new laptop, I have never gone computer shopping so I didn't really know what to look for.

I bought the "HP Notebook - 15-db0011dx" for $300. The salesman kept telling me it came with a warranty but didn't tell me that it would cost me. This put me on the spot having to choose to at least spend another $70 I didn't plan for to at least get the 1 year. Also letting me know that I can't extend it later. Fine. I really wanted a laptop.

 

I enjoy this machine but I'm already planning to buy a new one as my job gives me an really good discount on laptops. As I started putting my games on this machine I then see that the RAM is really low and best buy will only sell me the RAM I need in 2 packs. So I need another $100 to improve the machine.

 

But whatever, I'll just have 2 laptops. One for everything I need and this one I just bought to sit on my shelf I guess.

Then I find out that it's now on sale for $250. Remembering they mentioned a price match, I called the store.

They told me I had a 30 day return and since I'm in those 30 days, they'll price match. 

Then I thought, since I'm in my return period I'll just return it since it's not doing the job I need it to and use it to get a system through my job.

 

I get to the store and they tell me the return is only 14 days. She made it seem like I bought this 24 day old system decades ago. Telling me, "You're COMPLETELY out of date for a return. It's already a month! I mean, in a few days it's already going to be a month!"

 

So completely discouraged I ask about at least getting the $50 price match and was told once again that my computer is too old and out of price match date. Making me feel wonderful about my purchase that's aparently SO old.

 

I'm not writing this for free money, I don't even want the price match anymore. Getting the $50 price match means I'll either have to go into best buy or make a purchase from best buy, neither of which I plan to do anymore.

 

I'm not angry but I'm pretty hurt by how I was treated and lied to on the phone. I went from thinking best buy was AWESOME to not wanting to step foot in BB in a matter of 30 seconds. It really sucks, because now I get to load everything back on my computer because I wiped it when I found out I was in my return period. So that's how I'll be spending the rest of my day off. 

 

I feel so terrible about complaining, I dislike spreading negativity. But maybe this will help BB get things together so that no one else has an experience like mine.

Posts: 6,739
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Registered: ‎11-30-2015

Re: Complaint, I'm sorry for complaining but this really upset me.

Hello, ThomasEnigma,

 

Welcome to our community! Requesting a price match is a great way to ensure that you’re getting the correct price on an item you have your eye on. I sincerely apologize for our tardy response to your concerns regarding your HP Notebook purchase. I’d be happy to see what light I can shed on your experience at this time.

 

Our Return & Exchange Promise shares that most customers would actually have a 15 day return window. Customers that are enrolled in our My Best Buy program and have earned Elite or Elite Plus status may qualify for an extended return window. Additionally, our Price Match Guarantee shares customers are able to request a Price Match to BestBuy.com or to your local Best Buy’s lower price within whatever your Return & Exchange Promise may be. Can you please send me a private message with your full name, phone number, email address, and the customer service pin off your purchase receipt? I’d be happy to verify what your Return & Exchange Promise window may be. A private message can be sent to me by selecting the blue button in my signature.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-04-2019

Re: Complaint, I'm sorry for complaining but this really upset me.

[ Edited ]

That’s the thing. I’m not Elite which is fine, they neglected to tell me that I only get it if I’m Elite. In fact, when I asked how long I had, the guy on the phone asked me if the cashier asked me for my phone number when I bought the system. I told him yes and he said that I had 30 days. Then the customer service person who was rude to me told me 14 days while pointing to a cell phone policy and treating me like I was in there trying to pull one over on her. So apparently I only get 15 days, being given the wrong info costed me a lot of time since I wiped the system thinking I could return it. I think that the system has had 2 price drops since then tells me that it’s obviously not a quality product.

 

I actually felt really bad for complaining and I went back to that location. I had gone back a few times and could not bring myself to spend my money. But yesterday I went in because I needed a microphone. I thought maybe I’ll just suck it up and buy it from you guys. Both of the Yeti mics I wanted were completely out of stock except one. The problem was the box was ripped. Even though I wasn’t happy with BB, and it was ripped, I thought a open box discount would have been nice, but I REALLY wanted that mic. So when the lady came back and said it was the only one left, I was willing to pay full price for the $100 mic. I did ask if we could test it because of the problems I had with returning. I wanted to make sure it worked. The girl said she could and tried to open and then proceeded to rip the box even more. Then she handed the box back to me and said go ask customer service if they will test it for you. So after convincing myself to settle, it gets even more torn up and she won’t even go find out if they’ll test it after she said they would. Because then she was unsure and I was supposed to go find out, I guess from the same customer service lady who was rude to me. Just think about that, the reason I didn’t have a better quality product is because I made the mistake of asking a BB employee for help. Then I decided not to settle and went a bought it from Walmart.

I don’t get it, I figured I’d be the type of customer BB would love. Every two weeks I get my $2000 check, use $500 for bills and then take my remaining $1500  and go to BB just looking for stuff to buy, just looking for an employee to talk me in to something. Yet I get ignored 90% of the time, the other 10% I’m asking for help and paying for it.

 

This website won't even let me private message. It says I've hit my message limit when there's nothing in my "sent" so I'll send my full info when I get home from work as I do not have the receipt with me.

My name is Ernest and you can reach me at {removed per forum guidelines}

I hate being negative, I really do. But with all this and how long my post had been up with no reply, I feel so unvalued. I have never felt this unvalued by a company before.

 

Posts: 2,152
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Solutions: 132
Registered: ‎08-08-2017

Re: Complaint, I'm sorry for complaining but this really upset me.

Hi Ernest,

 

Thank you for your message.  Mariah is currently unavailable, so I hope you don't mind me jumping in to help here.  I'd like to underscore our prior apologies for your in-store experience with this price match, and also relay my additional regrets for the disappointing visit you had when trying to purchase a new microphone.  We never want our customers to feel the way you described.  It's clear to me we've missed the mark on more than one occasion, and—while I absolutely regret the frustrating circumstances with which you’ve recently coped—I appreciate you bringing these encounters to our attention.

 

Since it seems like you’re having a bit of trouble sending us the requested information via private message, I’ll be sending you a message of my own here shortly that you should be able to reply to.  In order to view my message, you’ll want to log into the forum with your username and password, and then select the orange envelope icon at the top of the page.

 

I’m grateful you wrote to us.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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