Add Product

Search Results:

Reply
Highlighted
New Member
Posts: 5
Registered: ‎08-06-2020
Accepted Solution

Wanted to return a DEFECTIVE purchase, Was told no

[ Edited ]

So I  bought a galaxy watch about 10 days ago, I purchased online and picked up the next day in store. I get the watch, A couple of days goes by and I realize the battery last no more than a day, And that's with all the extras turned off. 

Here the kicker, I paid with a bank account that I have since closed, No longer with that bank in any way. So knowing this would be an issue I jumped on and chatted with an agent who twice reassured me that they would just issue a cash back return in store. So I go to the store and was told absolutely not and that he can either send it back to the original card(Which means I wouldn't receive it) or a gift card. This is not going to fly with me. I'm not going to be forced to spend the money in the store. So I called the 1800# and sat on hold for 45 minutes, Guy answers and again reassures me that he will call the store and get a cash return for me, And that he got approval from his boss, He puts me on hold, 35 minutes later a new guy answers, Who has no clue what I'm talking about, and then he tells me there is nothing he can do for me, even after explaining that the last guy said he was going to make it happen. 

 

 

{removed per forum guidelines}

Highlighted
Valued Contributor
Posts: 1,879
Registered: ‎02-07-2011

Re: Wanted to return a DEFECTIVE purchase, Was told no

The store is correct. The 2 choices would be refund to the orginal form of payment or gift card.
Highlighted
New Member
Posts: 5
Registered: ‎08-06-2020

Re: Wanted to return a DEFECTIVE purchase, Was told no

So then I was lied to by TWO separate people from corporate ? That's absolute bull if that's the case. 

Highlighted
Best Buy Employee
Posts: 2,049
Registered: ‎01-09-2015

Re: Wanted to return a DEFECTIVE purchase, Was told no

Refunds always go back to the original form of payment, per the Returns Promise. In lieu of that, using the credit to issue a gift card is a the alternative option. The phone customer service (not corporate by the way) who promised cash back sounds like they’ve never done returns in store, it’s not even an option and hasn’t been for years.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Highlighted
New Member
Posts: 5
Registered: ‎08-06-2020

Re: Wanted to return a DEFECTIVE purchase, Was told no

Strange, So a representative of the company on the online chat doesn't know the policy, Nor does a representative of Best Buy on the 1800 number, Nor does his boss supposedly. Strange if you ask me, Being promised 3 separate times that an exception should and will be made in my case, I think someone needs to step up to the plate here and make it happen

Highlighted
Best Buy Employee
Posts: 2,049
Registered: ‎01-09-2015

Re: Wanted to return a DEFECTIVE purchase, Was told no

What I quoted is directly from the Return and Exchange Policy, posted in store and available online here:  https://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat260800050014.c?id=pcmcat260800...

 

Anything that deviates from the information contained there would be incorrect and there is no "exception" option to choose from even if they wanted to. 

 

 

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Highlighted
Valued Contributor
Posts: 1,879
Registered: ‎02-07-2011

Re: Wanted to return a DEFECTIVE purchase, Was told no

The online chat and the phone (unless you call the store directly) is a call center outside of the country that is about as useful as wet toilet paper...

This forum, twitter, and Facebook are often the best resource for any questions the call center cant read off thier fact sheet.
Highlighted
New Member
Posts: 5
Registered: ‎08-06-2020

Re: Wanted to return a DEFECTIVE purchase, Was told no

Then in my opinion, Best buy shouldnt allow them to talk to customers, Because when they are in the posistion of they are in, They are REPS of the company, Which means customers like myself , and many others from the looks of this forum shouldnt have to worry about being lied to numerous times.

Highlighted
New Member
Posts: 5
Registered: ‎08-06-2020

Re: Wanted to return a DEFECTIVE purchase, Was told no

Why was this marked solved? This company is unbelievable

Highlighted
Valued Contributor
Posts: 1,879
Registered: ‎02-07-2011

Re: Wanted to return a DEFECTIVE purchase, Was told no

Probably because he linked you the official return policy and you were also advised in this thread of your 2 options. Cash isnt one of them. There really isnt anything more to say.