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New Member
Posts: 2
Registered: ‎01-08-2019

The Retail Equation

Dear Best Buy,

 

Please add another disappointed, embarrassed, hurt and upset customer to the list of being added to the Retail Equation return list.  A long time customer from MN, since the beginning when the company first started.  All returns made with receipts new in the box, no issues or questions asked. then when returning a small toy after too much Christmas shopping I received a warning.  Called their number with the transaction ID on the receipt, who their customer service is some how worse than yours and was no help at all.  Found a number from a site and waited on hold for over an hour to talk to someone.  https://www.mprnews.org/story/2018/03/13/best-buy-opens-hotline-for-customers-denied-returns  I was told I would receive a call back in a few days but received an e-mail instead.  I'm told they are happy to make a one time exception and remove me from the ban, but be advised, this action does not exclude you from receiving future additional warnings or denials. Wow, really nice and comforting words, I really appreciate that and that is supposed to make me want to continue to shop there and remain an Elite Plus Customer?  If it came down to me just keeping the small toy and not being on the list I would have done it, but is that how you want your customers to feel?  Fear of returning something even though they are within their rights?  I know you are trying to prevent fraud and theft, but you're hurting some of your long time loyal customers.  A quick search on your forums and you can see that this happens all too often. 

 

Thanks,

Bill  

Posts: 1,915
Topics: 34
Kudos: 314
Blog Posts: 15
Solutions: 99
Registered: ‎08-08-2017

Re: The Retail Equation

Hello Bill,

 

Welcome to our support forums.  One thing I take seriously as a consumer is my ability to return or exchange any products that don't meet my needs, so I can understand why this may have come as a shock to you when you couldn't return something to our store.  I also see the additional disappointment of experiencing poor customer support, and I was unhappy to read this occurred upon contacting TRE to discuss your situation.


Over the last five years, Best Buy’s transformation has been focused on the customer experience, and that includes helping customers like yourself return products tens of millions of times each year.  I want you to understand that we value you as a customer and are taking a hard look at what we’re doing to determine how we can make your experience better.  Thank you for taking the time to provide your valuable feedback and for being a My Best Buy™ Elite Plus member.

 

Sincerely,

Sam|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎01-08-2019

Re: The Retail Equation

Thank you Sam for replying.  It still doesn't feel right.  I don't see how this helps customers like myself and others return products tens of millions of times.  And then I'm warned that I could be denied again.  How about a verification, has this person committed fraud?  If yes then flag, or if no then don't?   Or make it so they can mark comments on here.  Where brand new items returned with receipts don't count against you?  Please look in to something like that.  The last few years I felt great about Best Buy and happy they made a comeback.  I enjoy shopping there and was trying to support them.  Then after this, it feels like getting stabbed in the back.

Highlighted
Posts: 1,915
Topics: 34
Kudos: 314
Blog Posts: 15
Solutions: 99
Registered: ‎08-08-2017

Re: The Retail Equation

Hi Bill,

 

You ask some great questions.  While I can’t go into specific details, our return policy and partnership with TRE are in place to help keep our prices low for all customers.  We never aim to create ill will with our customers, though, and I’m unhappy to hear this experience has made you feel this way.  Please see I’m sending you a private message to discuss your case in more detail, which you can view by selecting the orange envelope at the top of the page.

 

Cheers,

Sam|Social Media Specialist | Best Buy® Corporate
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