Other Customer Service Support

[hatzzzz]

So, about 3 days ago.I was bought a $1500 hp spectre laptop as a gift. This was purchased online by a friend a mine  with their credit card, who bought it as a pickup order for me to go get from the store.

After using the laptop for a day I decide I just dont love it the way i should love a laptop that costs this much. I decide I want to go exchange it for something different.

So i drive 30 MILES to the closest best buy. I wait in like 45 MINUTES BEFORE I'M ADDRESSED. I proceed to tell the employee who just so happens to be the computer department supervisor I wish to exchange this laptop for a different one. We proceed to go back to the computer section. I picked out my laptop, a monitor, and some accessories that totaled about $800. Mind you i do not have my receipt since it was under my friends account and he has it, but he forwarded me the pickup order email confirmation which i showed her. She is going through the process and rings everything up to be switched and everything is going fine. She tells me the total and I ask her if I can recieve the differenece back on a store credit. She tells me probably not but i will see if it gives me the option. We then discuss a brief unhappiness since I was bought this as a gift and that is a large difference that i would like to have since this is MY laptop bought for me so it is MINE to do as I please. I then drop the subject and tell her fine, if it goes back to his credit card then so be it I still want to proceed with the exchange. She gets up to the last step and then says "um hold on,. i just need to go grab some bags." I then see her running around the store frantically. Finally she comes back with what appears to be a store manager or someone in charge. They proceed to question me saying "oh who is this person that bought you the laptop? well do you have his phone number? we just need to call him and verify." i say um this is rediculous and say yes of course i have the number. and they said "oh well we have it right here we willl just call him" i said okay and then 3 seconds later they say.."actually we can't do this return he will have to come in and do it himself." SO YOU WONT DO IT NOW SINCE I GAVE YOU PERMISSION TO CALL HIM AND U FEEL STUPID FOR ACCUSING ME OF FRAUD OR SOMETHING REDICULOUS?? I am outraged. This is total discrimination and I want this made up for immediately or I will take any action possible to have this addressed. Complete unprofessionalism. OBVIOULSY i didn't committ any fraud and I should be able to exchange a gift bought for me WITH OR WITHOUT the receipt AND be able to recieve MY differenece on a store credit!!! wasted my gas and over an hour of my time and discriminated me !! rediculous!!!

[nckhammond]

That isnt discrimination at all. Its completely acceptable for a retailer to verify a purchase with the original purchaser that was online, not in your name, and you wanting to receive the difference back not on the original form of purchase.

[hatzzzz]

first of all it was in my name in the way that they put me as the pickup person..but besides that, the point im making is that after they questioned me with an attitude and didnt trip me up like they were trying to do seemingly, i told them to call him and told them i dont even care if i dont get the difference and that they CAN put it back on his card. and when they realized I wasn't being shady they didnt even bother to call him like they said they were about to. and instead just say "sorry no he has to come in we're not doing this exchange"

[Elle-BBY Social Media Specialist]

Hi there, hatzzzz,

Welcome to our Best Buy forum community! While I wish you had discovered us under happier circumstances, I'm glad you took the time to share this interaction with us.

Getting a new laptop is quite the exciting gift, so it's discouraging to hear it wasn't the perfect fit you were looking for. We care about you enjoying the product, so we're glad you let us when you wanted help finding something else.

While I can understand where you are coming from, especially when you got so far along in the exchange process, we do need to follow our Privacy Policy, by working with the person associated with the form of payment before making any modifications to a purchase.

That said, I would be happy to work with the store on your behalf, to see what needs to happen for the laptop to be exchanged within the Return & Exchange Promise. Using the "Private Message" option in my signature below, please provide your full name, phone number, email and the order number associated with the purchase.

Respectfully,

[hatzzzz]

I messaged you. This was a gift and i should be able to exchange without the pickup person coming in. I am the pickup person and they aren't allowing any other option which is rediculous when i am the pickup person on receipt and this was a gift to me. THAT'S what complies with your return and exchange promise! Nothing about the purchaser needing to come in to do it!

[nckhammond]

The "pickup person" being able to change the order is like saying "the mail man" could change my Amazon order and bring me somthing different....

You could return the entire order to the original card and ask the purchaser to order you want you want with you as the pickup person again. That way they would not have to come in.

[Vince-BBY Social Media Specialist]

Hi there, hatzzzz!

We've received your private message on here, and I have since replied to your message. Please refer to there for additional information, as we would be happy to assist you with your concerns, however possible! 

Sincerely,