Add Product

Search Results:

New Member
Posts: 4
Registered: ‎02-07-2019

Re: Return Denied

I have been a customer of Best Buy since 1993. All of the electronic items in my house came from the Prestonwood store.


On January 27, 2019 I purchase 50” Samsung TV at 1:15 PM at my local store. I was told that the Polk sound bar purchased from Best Buy for $531 would work with this TV.


When I realized that, I could upgrade to a 55” model for an additional $80.00.  I returned to the store 3 hours later at 3:17 PM with an unopened box and completed the return.


When I realized that, the Polk sound bar, purchased from Best Buy for $531, would not work with this TV because the height was blocking the IR and this model would not accommodate an IR extender I returned to the store to exchange for a model that would accommodate the sound bar.


The return was denied. They would not tell me why, but advised that I would have to call their customer service at this 888-224-1920. The person at this location would not discuss the matter other than advising that I could not return any item for the next twelve months. The General Manager would discuss this matter with me.


The contact information was not really Best Buy customer service, but was a third party called The Retail Equation. This is a company hired to help retailers prevent fraud and abuse.  There appears to be a lot of negative national attention directed to this company and the retail stores using their assistance.


The home office of Best Buy has no Customer Service/Relations representation. The switchboard operator referred to me to two different locations, Mexico and Panama and both advised that they could assist.


I have filed a dispute resolution with American Express. They will reverse this change back to Best Buy. The investigation will take six to eight weeks.


I see no reasonable explanation for my denied return. Purchases and returns on the Best Buy web site show eleven (11) returns for the period 2015-2019.


 I am very disappointed. No wonder Best Buy is losing customers to alternative companies.

Posts: 2,820
Topics: 94
Kudos: 184
Solutions: 104
Registered: ‎09-29-2008

Re: Return Denied

Hi, jwalk38, 


Welcome to Best Buy's online community. Congratulations on your latest purchase, as someone who recently purchased a television, finding an attractive deal to make a purchase can be exciting. I am glad to know that you were able to return your Best Buy store and request an exchange. What is disappointing is to learn that the Polk soundbar, that caused you to request another exchange. 


While I cannot make any promises as to an outcome, please check out the private message I will be sending your way shortly so we might discuss this further. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.


Thank you,

Karina|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!