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SLK
New Member
Posts: 3
Registered: ‎06-10-2019

Refuse to Exchange Online Purchase

I purchased a MacBook online. I wanted a exchange it for a different color and was told that I would be able to via customer service rep online. When I went to the store the employees refused to make the exchange although I had my receipt/chat transcript/and customer service personnel on phone. I spoke with two managers and the main manager has refused to write back after two emails more than two weeks ago. I still would like to exchange my product. Seems like I was simply ignored by all levels of customer service:/
Posts: 2,109
Topics: 29
Kudos: 157
Solutions: 111
Registered: ‎10-19-2017

Re: Refuse to Exchange Online Purchase

Hello, SLK,

 

Welcome to the Best Buy Forums!

 

I appreciate you reaching out to us regarding the MacBook you are trying to exchange. Per our Return & Exchange Promise, to make an exchange, the item must be identical to the one you purchased. However, you should be able to return it as long as it’s within the timeframe, but there will be a restocking fee, unless the product is unopened or if the purchase and the return both occur within: AL, CO, HI, IA, MS, OH, OK, SC, and where prohibited by law. That stated, you should be able to return the MacBook, and purchase the one in the color you want.

 

Regarding your experience at the store, we try to pride ourselves in ensuring we provide great customer service, and it saddens me to read about your experience. I would be upset if it were to happen to me. I’d like to get this documented for you. Will you please send me a private message by clicking on the blue button next to my signature with your full name, phone number, and e-mail address? I look forward to hearing from you.

 

Kind regards,

Deysha|Social Media Specialist | Best Buy® Corporate
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SLK
New Member
Posts: 3
Registered: ‎06-10-2019

Re: Refuse to Exchange Online Purchase

[ Edited ]

Hi,

Attached is the transcript I had with the Online Chat rep. I am also attaching the email I sent to the manager, Kevin {removed per forum guidelines}/Mission Valley location. I made multiple attempts to send this to the store manager, but never heard back despite more than one attempt. I look forward to hearing back and thanks for your response via forum-

Kind Regards,







Best Buy Chat Transcript No-reply <chattranscripts@bestbuy.com>
Tue, May 7, 5:42 PM




to me





Hello,,
Your requested Best Buy chat transcript is below. We appreciate your visit to BestBuy.com today and look forward to seeing you again soon.
General Information

Chat Start Time Chat End Time Chat Duration Operator Interaction ID
May 08, 2019 00:07:10 GMT May 08, 2019 00:39:05 GMT 00:31:54 Oliver INT-sv1appis11-1557274029959-248403
Oliver (00:07:16 GMT) : Thank you for choosing Best Buy, my name is Oliver. How may I assist you today?
Oliver (00:07:21 GMT) : Hello! Good evening.
Visitor (00:07:42 GMT) : I like the Macbook for XXX$ but what do I need to do to try and get it in silver
Oliver (00:08:26 GMT) : Could you please help me with the SKU number of the MacBook?
Visitor (00:08:37 GMT) : 4598989
Oliver (00:08:46 GMT) : Thank you.
Oliver (00:08:52 GMT) : I will be glad to check and help you with the information right away!
Visitor (00:08:57 GMT) : Thanks!
Oliver (00:09:04 GMT) : Please stay connected.
Oliver (00:10:21 GMT) : I have checked the details for you and it looks like this Apple - MacBook® - 12" Display with Silver is Sold Out at the moment.
Oliver (00:10:59 GMT) : However, we do have the same Apple - MacBook® - 12" Display  with Space Gray color.
Oliver (00:11:16 GMT) : You can just visit any of your local Best Buy store to get the Silver color.
Visitor (00:11:25 GMT) : Yeah-However, I like the silver just a tad bit more
Oliver (00:11:35 GMT) : Would you like to know the store details?
Oliver (00:11:48 GMT) : No worries!
Oliver (00:12:04 GMT) : You can get the Silver one from any of your local Best Buy stores.
Oliver (00:12:31 GMT) : They will have the Silver one with stock, i will be glad to check the stock for the store with Silver color one for you.
Oliver (00:12:38 GMT) : Would that be okay for you?
Visitor (00:12:40 GMT) : Yes please!
Oliver (00:12:51 GMT) : Sure!
Oliver (00:13:01 GMT) : May i know your ZIP code?
Visitor (00:13:16 GMT) : 92116
Oliver (00:13:18 GMT) : Thank you, please stay connected.
Oliver (00:15:14 GMT) : Thank you for your time and patience.
Oliver (00:15:14 GMT) : I have checked and see that Apple - MacBook® - 12" Display - Silver is now avilbael at: Chula Vista
59 N Broadway
Chula Vista, CA 91910
Oliver (00:15:40 GMT) : You can just visit the store and our agents will be glad to help you with the purchase.
Oliver (00:16:14 GMT) : I hope this information will surely helpful to you.
Oliver (00:16:44 GMT) : You have made an amazing choice with the MacBook, I really appreciate it!
Oliver (00:16:44 GMT) : You have been a valuable customer to us. Is there anything else that I can help you with today?
Visitor (00:17:42 GMT) : Okay-So here's the scoop. I acted on impulse and bought the grey one by accident from another location. Would I be able to go to Chula Vista show them my proof of purchase and they could give me the silver
Oliver (00:18:35 GMT) : Yes! you can visit that store and return that grey one and take the Silver one.
Oliver (00:18:48 GMT) : Our store agents will be glad to help you with return and exchange for you.
Visitor (00:19:35 GMT) : Since I have not yet picked up the grey one, will they honor the purchase if I provide proof and give me the silver-Trying to save a trip Smiley Wink
Oliver (00:20:31 GMT) : Yes!
Oliver (00:20:58 GMT) : Since, you are not yet picked up the product you can just take the Silver one as well.
Oliver (00:21:11 GMT) : No need to worry and you can also save the trip.
Visitor (00:21:16 GMT) : kool
Oliver (00:21:24 GMT) : I hope this information will surely helpful to you.
Oliver (00:21:30 GMT) : It was a pleasure assisting you. Is the re anything else I may assist you with today?
Visitor (00:21:48 GMT) : yes
Oliver (00:22:11 GMT) : Sure! please go ahead, if you have any further concerns.
Visitor (00:23:43 GMT) : ugh chula vista does not have it
Oliver (00:24:32 GMT) : I am sorry could you please be more specific?
Visitor (00:24:45 GMT) : I'm on the phone with them
Oliver (00:24:52 GMT) : Great!
Visitor (00:24:54 GMT) : girl says nope and she is being rude lol
Visitor (00:25:04 GMT) : for the silver macbook
Oliver (00:25:08 GMT) : I am really sorry about that.
Oliver (00:25:27 GMT) : Let me check with the any other stores for you.
Oliver (00:25:41 GMT) : We really apologize for this.
Visitor (00:25:53 GMT) : its not really your fault
Oliver (00:26:07 GMT) : Thank you for understating.
Oliver (00:26:20 GMT) : Best Buy will never disappoint our loyal customers like you.
Visitor (00:26:21 GMT) : she seems like she does not want to look into i
Oliver (00:27:20 GMT) : You can send a email to the store regarding this and they will be able to help you with the silver one for you.
Oliver (00:27:28 GMT) : Would that be okay?
Visitor (00:27:35 GMT) : yeah I'm on the phone waiting
Oliver (00:28:23 GMT) : Thank you for your time and patience.
Oliver (00:28:41 GMT) : You have been so polite and patient with us.
Visitor (00:29:37 GMT) : thanks oliver
Oliver (00:30:20 GMT) : You're most welcome!
Oliver (00:31:00 GMT) : I would suggest you to please just send them an Email so, that you can get the Silver more easily by instead of calling them.
Oliver (00:32:03 GMT) : You can just send the email regarding this MacBook with Silver and they will verify your details and help you to get that one.
Visitor (00:34:32 GMT) : Yeah he said no other stores have it-Any recommendations?
Oliver (00:34:54 GMT) : As, our store agents will be taking huge call flow, that might be the reason for that behaviour.
Visitor (00:34:55 GMT) : Do I bite the bullet and deal w space grey
Oliver (00:34:56 GMT) : We will apologize be half of our store agents and this will be not going to repeat it again. I hope you can understand.
Oliver (00:35:21 GMT) : You have only one option as of now.
Visitor (00:35:40 GMT) : hmmm-okay
Visitor (00:36:02 GMT) : I guess that's all for now
Oliver (00:36:49 GMT) : I would suggest you to please go ahead by picking up the Space gray color, and when you find the Silver color in stock you can just return the Grey one and take the Silver one home.
Oliver (00:36:57 GMT) : I hope this information will surely helpful to you.
Visitor (00:37:06 GMT) : Right-Do I have two weeks to do that exchange though
Oliver (00:37:16 GMT) : Yes!
Oliver (00:37:27 GMT) : Our backend team keeps updating the stocks on a regular basis and are working on restocking this Silver MacBook as quickly as possible.
Visitor (00:37:32 GMT) : gotcha
Visitor (00:37:38 GMT) : Imma keep an eye out
Oliver (00:37:42 GMT) : Since, most of our Best Buy customers are requested for this items and we had taken all of the requests and working to restock this Silver MacBook as soon as possible.
Oliver (00:37:50 GMT) : I would suggest you to please keep checking on the website as this might go back  in stock any time soon.
Visitor (00:38:08 GMT) : Fingers crossed-Thanks for all your help! Peace!
Oliver (00:38:22 GMT) : However, you can also download the Best Buy mobile application to get the notifications regarding the restocking this MacBook directly to your mobile.
Visitor (00:38:39 GMT) : good to know
Oliver (00:38:39 GMT) : You have been a very valuable customer with us,  Is there anything else that I can help you with today?
Visitor (00:38:55 GMT) : Nah, we're good my man
Oliver (00:39:00 GMT) : You have been so polite and patient. We appreciate your business with Best Buy. have a great day!
Oliver (00:39:02 GMT) : Thank you for choosing Best Buy! This chat session will now end and you will see a short survey. I appreciate any feedback you can provide.


Sincerely, 

"This email was sent from a notification-only address that cannot accept incoming emails. Your privacy is important to Best Buy. For more information on how Best Buy protects your privacy, steps you can take to protect your personal information and alerts on privacy risks facing consumers, please visit the Best Buy Privacy Hub. "
Best Buy Privacy Hub    

Tue, May 28, 4:58 PM (13 days ago)

to kevin.{removed per forum guidelines}, me

Hi Kevin,
I meant to write you over the weekend. The reason why I am contacting you is fairly simple. I bought a Macbook during the flash sale about 2 weeks ago. I wanted the silver Macbook (they were sold out at the time), so I settled for the Space Grey. I was told through Customer Service chat that I would be able to swap it out once the silver ones came back in stock. It was not until one day after the 14/15 day window that the silver Macbook that I wanted was available. I went to the Mission Valley location and talked to one employee and two managers. The first manager declined to honor the return, after explaining the situation, which I also had Customer Services on the phone. I was told it was to the managers discretion if they wanted to return it. I spoke to another store manager at the time who recommended contacting you. It seemed like they were either afraid to honor the trade/switch for the same item, or did not want to trade it despite what I was told by an agent when I was chatting with them the day I purchased it. If they said it was eligible to trade, I thought it would be an easy exchange. The conversation is attached in this email Thanks, and I look forward to hearing back-
Kind Regards-



Schorsch {removed per forum guidelines} <{removed per forum guidelines}>
Tue, May 28, 6:50 PM (13 days ago)

to kevin.{removed per forum guidelines}
Chat Transcript Attached:



Highlighted
Posts: 2,109
Topics: 29
Kudos: 157
Solutions: 111
Registered: ‎10-19-2017

Re: Refuse to Exchange Online Purchase

[ Edited ]

Thank you for the details, SLK! I have responded to your private message requesting more information. I look forward to your private response.

 

Regards,

Deysha|Social Media Specialist | Best Buy® Corporate
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