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Posts: 1
Registered: ‎02-20-2019

Return Problems and Horrible Service

I have been a great shopper at Best Buy and  I think that I have bought 6 laptops including this one I am trying to return, 3 desktop computers, at least 4 TV's, and numerous printers.  After having all this trouble I have had this time I will not buy another item from Best Buy, I don't care if it is $1.99 on clearance.  I will be either going to Frye Electronics or Amazon.


I bought a Dell 17.3 laptop that doubles as a tablet for my mother for Christmas on December 19, 2018.  She has AMD and has lost her central vision and I was hoping that she would be able to see her emails and Facebook, however she can see her IPad better since she can hold it close, the laptop is too heavy for her, she is 77.  The pnly receipt I have they sent me on my email, does not have any return information on it, so I did not know about the 15 day return policy or the extended holiday return policy.  I thought I had 90 days.  The computer was only turned on once, and has had a complete restore performed.  It is in the orginial packaging, including the cords tied back and the foam between the keyboard and screen.  


I have called Customer support 4 times, been to the store 3 times, and talked to the coporate office twice.  I just want to return the laptop and have the purchase credited back to my Discover card.  NO IN STORE CREDIT!!!!  


The circumstances that stopped mom from being able to check the computer is she had a laser surgery on 12-27-18 and 1-4-19.  Then we had to wait for 2 weeks to have new glasses ordered which we just received on Friday 2-8-19.  so I tried to return it on 2-13-19 and the General Manager could not do it since the computer system would not let him override it.  I went home and called Customer serbice and was hung up on 2 times so for all 3 calls I was on the phone for over an hour and a half.


I feel that I am being screwed out of $1336.98.  This experience has been horrible and I am going to let everyone I know that this company is horrible and is only out for money and will do everything they can to screw a consumer.

Posts: 7,184
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Registered: ‎12-23-2016

Re: Return Problems and Horrible Service

Hello, truckgirl78,


Thanks for joining us at the Best Buy Community forums. I appreciate you reaching out about this.


We want to be as clear and up-front about our return period, and that is why we post our Return & Exchange Promise online, laying out our 15-day return period for most customers on most products. We also post that in our stores. Our Elite and Elite Plus My Best Buy members may get up to 30 or 45 days, respectively. Event that extended period would have run out before Feb. 13.

Because of this, we would not be able accept a return on the computer.


I do apologize for the poor service you received when calling in. We never want to disconnect a call before a conversation is finished. Thank you for your feedback on this. We will endeavor to do better in the future.


If you have any questions, please let me know. I’ll be out of the office for the next couple days, so I can follow up on Sunday if not today.



Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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