» Electronics and household app. » Complaint / review: Best Buy - Poor serivce on returns | #5726

Best Buy
Poor serivce on returns

This is going back a few years... I decided to visit BB one year during their Boxing Day sale. I bought a TV and after bringing it home and opening it, discovered it had a large crack in the screen. I boxed it back up and took it back to the store the same day. I was met at the door by an employee that told me that I would have to come back another day, since they do not process returns during the Boxing Day sale. I explained to the employee that the TV was broken, and I simply wanted an exchange. I was told that it didn't matter, and to come back when they started processing returns again (I believe it was the next week). So the TV went home with me, again.

Due to my crazy work schedule, my holiday time off actually started on December 28th (before the designated "return period" began at BB), and I travelled across the country to visit my family for 2 weeks. After returning home, I took the TV back to BB, well within their 30 day return timeframe. Once I explained the situation to the customer service agent, she said "oh, I don't think we're going to be able to refund damage like that, but let me get my manager". I do give her credit for at least TRYING to help. The manager came out, I explained what the problem was, and she asked for my receipt. I gave it to her, and was immediately asked why I had waited so long to return it. I explained that I had been out of town, but pointed out that I was within the stated return period. The manager then said, "Well, we have no way of proving that the damage happened here. You've probably been using it for 2 weeks now, and it fell or something. If what you say is true, why did you not bring it back that day? " I then told her about bringing it back the day I bought it, and that I was told at the door that I could not return it that day. She then said, "well, why didn't you tell them it was broken? ". I told her that I had told the employee at the door that it was damaged, and was told to come back later. She then had the nerve to tell me that I should have called the store right away and reported the damage. Nobody at the store that day had mentioned anything about having to make a phone call, and it is certainly not in their return policy. It was clear that the manager had no intention of giving me any exchange or refund.

At this point I asked how this was going to be resolved. I was told that there was nothing they could do for me. At that point I was so frustrated, and felt so demeaned by their treatment that tears came to my eyes (damn hormones!). I told them that they weren't even following their own policy, and were going to leave me out $600 for somethng that was not even my fault. I'm not sure if the manager was just sick of me or actually found a little bit of a conscience, but she excused herself for a moment to make a call to her boss. In the end, I did get my refund, but the whole experience was very humilating. I was made to feel like a criminal for something that wasn't my fault.

My advice, either avoid BB completely, or ask them to open the box before you take it home!!


Company: Best Buy

Country: Canada   Province: Ontario   City: Ancaster

Category: Electronics and household app.


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