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New Member
Posts: 6
Registered: ‎06-20-2019

I want to file a complaint

As I sit here trying to process what occurred yesterday, I find myself still angry.  I still have tears in my eyes.  When I try to console myself, the only thing that may make me feel better is reporting what happened.

 

I decided to purchase a laptop on September 4, 2019.  I call myself saving a few dollars by choosing an open box.  After all the description said geek squad certified.  When the laptop arrived and I tried to turn it on, I knew I had made a mistake. The computer kept freezing.  Even after geek squad worked on it, it still kept freezing.  I tried to work through the problems even though I had to continuely reboot over and over.  Finally, I decided that I can't take it any longer and wanted to exchange it for a brand new one.  I am an Auditor and I had an engagement to fly to today, so I needed my computer.  I looked online and verifed that a laptop was available at my Conyers GA location.  I printed out my receipt for my original online purchase.  I wrote on the receipt..."Even Exchange for Brand New" and sent my daughter to the store on my behalf.  Instead of telling my daughter to go pick out the laptop and come back so she could do an exchange, the clerk refunded my purchase back to my CLOSED best buy card.  MISTAKE #1.  That's not what I asked for.  Because of this, I do not have access to the money to buy the new computer.  My daughter called me and through her, I told her to ask for a manager.  The manager tried to BUY the new laptop, which the transaction did not go through because the card is closed.  So I ended up loosing my old ragedy laptop, that still has data on it and I didn't get a new lap top.  I went into shock.  I called customer service who again tried to BUY the new laptop for me despite me telling him that the best buy card was closed.  Then I was transferred to the bank who then again transferred me to another department that was closed.  Now, I am in tears.  This morning, I went to the Best Buy Conyers location to ask for the manager.  I told him that I need my laptop and I asked what can be done and if he could void the transaction.  He told me that the void needed to be done yesterday.  MISTAKE #2.  The manager from last night should have voided the transaction and started over.  I know she heard me screaming through the phone that I need my computer.  I decided to head to the store even though it was 8:50pm and the store closes at 9pm, but I believe the manager was unwilling to wait for me.

 

My job as an Auditor depends on my laptop.  I was supposed to be part of an audit and fly out today.  But i have no computer.  I tried calling the credt card company again.  They said there is nothing that can be done.  I am furious.  Now, I want to make sure that people are held accountable.  Maybe my experience could have been different if everything didn't happen so close to the closing time, but I don't know.  I feel that the clerk was wrong.  I specifically asked for an exchange.  And the manager should have been knowledgeale enough to say lets void this transaction and start over

New Member
Posts: 2
Registered: ‎09-09-2018

Re: I want to file a complaint

No offense, but if YOU bought an opened box or refurbished computer for less money, why would they exchange it for a brand new one? If I remember correctly( and I could be completely wrong) the return policy for an opened item is only 15 days after that you would have to look into the manufacturer's warranty.
New Member
Posts: 6
Registered: ‎06-20-2019

Re: I want to file a complaint

Whatever the policy was or is, the store credited my card.

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Regular Contributor
Posts: 932
Registered: ‎02-07-2011

Re: I want to file a complaint

This wasnt in anyway an even exchange, they will always return it to the original form of purchase unless you specify ask for store credit. If you call Citibank, best buys credit card holder, you should be able to get them to send you a check.
New Member
Posts: 6
Registered: ‎06-20-2019

Re: I want to file a complaint

Yes.  I don't know why I said even exchange.  But I was prepared to pay the difference.  I have had a few times when I returned something for another item at Best Buy.  I have never had them just do a refund.  I was told to go get the product that I want OR do I want a credit back to the card?  Never have I had just someone just do what they want.  I think it has something to do with the time it was.  It was 8:30pm and they store closes at 9pm.  

Posts: 2,029
Topics: 25
Kudos: 149
Solutions: 103
Registered: ‎10-19-2017

Re: I want to file a complaint

Hello, brainchildd,

 

Welcome to the forums!

 

I appreciate you taking the time to share this experience with us. I would be reaching out to someone as well. As nckhammond mentioned, have you been able to reach out to Citibank regarding your refund? I am happy to look into this further for you. If you need further assistance, don’t hesitate to send me a private message by clicking on the blue button next to my signature with the details, along with your full name, phone number, and e-mail address.

 

Regards,

Deysha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎06-20-2019

Re: I want to file a complaint

Yes.  I reached out to them.  The response I got was that there was nothing that can be done.  I hope you can assist.