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Posts: 1
Registered: ‎06-10-2019

Poor Customer Service

Hello, I purchased a Dyson Air Purifier and received the product on 5/20/19. The product does not perform as expected. I took it to my local Best Buy store and was told I was outside the 15 day window to return the product by 6 days. I was not aware there were only 15 days to return a product. I called customer support to see if an exemption could be made. Upon speaking with her, she told me she checked on an exemption but could not honor it because I was 8 days past the final return date, which was June 4th, and told me to try in store for store credit. After hanging up with her I realized I’m only 7 days past my final return date. I called back and actually got the same customer representative. Upon telling her this, she said that there is no such policy. Which is the complete opposite of what she told me earlier. Upon asking to speak with a manager she put me on hold for several minutes, then said she would connect me with a manager, and then I was just put back on hold and never connected. I called customer service and spoke to someone in customer complaints. She told me the exemption is only made if you are one or two days past the last return date. I am only 7 days past the date. I also used to be an elite member, which would allow for a 30 days return. I have been a lifelong Best Buy customer. I’ve had a Best Buy credit card for as long as I can remember. This is the worst customer service I have ever received. I’ve been lied to, not connected to a manager after being told I would be, and given two different versions of a return exemption policy. This is unacceptable. As far as I am concerned, the only way to rectify this situation and show me that Best Buy does provide the customer service I have came to expect from this company is to accept my return. Again, I have been a lifelong customer and I would like to keep it that way.
Posts: 2,165
Topics: 29
Kudos: 134
Solutions: 114
Registered: ‎10-19-2017

Re: Poor Customer Service

Hello, Gonzo3824,


Welcome to the Best Buy Forums!


I appreciate you joining the forums and writing us about your purchase. Thank you for being such a loyal customer! I am saddened to learn you were not happy with the performance of the Dyson Air Purifier you purchased, and were not able to return it.


Generally, we are not able to accept your return or exchange this product outside of our Return & Exchange Promise. I am happy to review this for you, and get this documented at a corporate level for internal review. I won’t promise the outcome will be different, but I am happy to see what I can do for you and your situation.


Please, send me a private message by clicking on the blue button next to my signature, with the Customer Service PIN off your receipt, or order number, your full name, phone number, and e-mail address. I look forward to hearing from you.



Deysha|Social Media Specialist | Best Buy® Corporate
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