Best Buy Returns

Purushotam of JACKSON HEIGHTS, NY September 25, 2009

I purchased Samsung 46" 1080 LED HDTV + Blue-Ray Player BDP1600 + other items from Best Buy on 08/03/09. I returned Samsung 46" 1080 LED HDTV + Samsung Blue-Ray Player BDP1600 for exchange on 08/09/09. After few days, when I attempted to pay first statement balance online, I realized that the total didn't reflect as it's supposed to be. As I reviewed my receipts, I found out that during my exchange purchase on 08/09/09, only the Samsung 46" 1080 LED HDTV was credited but not the Blue-Ray player.

On 08/09/09, I had dropped at the Best Buy customer center (check-out/check-in) 2 items (TV+Blue-Ray Player) but my receipt of EXCHANGE only reflects TV being credited. I rushed back to the store and requested assistance on this regard. I attempted 2 representatives with all my receipts in hand as Proofs.

First person I approached, walked here and there, became out of sight for about an hour and came to me and told me that it was my mistake on this claim. In his view the inventory of the Samsung Blue-Ray of Best Buy is exact and the store is not mistaken in this regard. It was a first and frustrating summery he put forth. In a great disappointment, I approached second representative and requested her humbly that I, my wife and my 5 year old baby came together to the store on 08/09/09 around 03:45PM with 2 boxes. One of TV and One of Blue-Ray. We handed them over to the Customer care (check in/out) guys. I also told her that instead of helping us crediting the items right at the spot with care and count, one of the persons asked us to follow him to the other corner (home theater) of the store and ramped us through 30s of TVs suggesting to buy this and that on exchange. I also told HER that we were so tired and took decision to buy one when I got exhausted with plenty of description he explained. I told HER that we were suggested to buy extra items such as surge but he didn't mention a word about Blue-Ray player exchange which is curious to me now whereas in every purchase of TV, the REPS are excited to mention about Blue-Ray or DVD players. I explained everything to the second Representative much respectfully expecting her genuine help in this regard.

After hearing this detail the lady said she gonna write an email with details to the manager (or similar responsible person) to help on this issue. I requested the REP to please review the SECURITY CAMERAS of the day (08/09/09) around 3:45PM+ and I will be present to assist them find how Me, My Wife and My Baby Looked, what items we brought in the store. The REP suggested me that she would take care of it and would call me ASAP to help resolve this issue. I was convinced and came home.

Now a month is over and I'm not being advised any progress in this issue. When I went to the store to claim this, I had to waste about 2 hrs getting just an assurance that they would look into it. And now what I'm supposed to do in this issue? Wait more or get resolved instantly. I also wrote couple of complaint message via Best Buy Contact website, and no response at all. I mentioned to review the Security Camara that must reflect the event and could provide the specific proof of my presence and the items being returned in a generous manner. But no help in this regards too. I want my CREDITS AND REWARDS what I DESERVE. NOT A SUCH IGNORANCE AS BEST BUY DEMONSTRATED IN MY CASE!

Tracy of California, MO September 20, 2009

I went into best buy today to get a gps for my husband's birthday. He's a satellite technician and I thought it would be a great gift. I told the associate working the GPS i wanted and he got the unit out of the LOCKED display and carried it to the register for me to pay. It rang up as 129.99 at first, I asked the cashier to make sure that was right because the one i was wanting I thought was 249.99, someone went back to check and called back up saying that it was supposed to be 299.99. That was fine, as long as i was getting what I wanted. So i paid for the item and left the store. It wasn't even an hour later that I opened the box to check out the gps. It was then that i realized the box didn't even have a power adapter. I looked on the box to see what was supposed to be included and then i noticed I didn't even receive the right gps. It was a completely different model.

So furious, I went back to the store to get a refund. I paid 330 to them, I expect to get what I paid for. Shocked, the manager told me there was nothing he could do for me. Are you kidding? He acted like it wasn't their fault that i bought something that had the wrong item in it. Basically made it clear that he thought I took the real gps and put my "old" one in the box. I was livid. I asked for a number to reach the district manager, whom he conveniently forgot his name, he told me to call 888 bestbuy, which i did. Turns out that number can't be used to contact the district manager at all. He lied to me. After waiting over 10 min i finally spoke to an actual person, I told them what happened. All they did was contacted the store spoke to the same guy i did, came back on the line and told me there was nothing that can be done. Just like that, I'm supposed to be ok with the fact that i just got screwed out of 330, and there's nothing I can do. Doesn't seem right to me, and i'm not going to let it go.

She told me to contact manufactorer, so i called Magellan, spoke to a gentleman, told him the issue, i gave him the serial number of the unit that was actually in the box and guess what it came back as. The unit in the box was actually Best Buy's display unit. Thats right, it belongs to them. Now I am beyond pissed because now i know that an employee had to of taken mine out of the box and replaced it with a display beings that only employees would have access to that. I called the store back to relay the info i got from Magellan and the guy told me that there's nothing he can do. He states that there's no proof it was the store's' fault. Ok, so its my fault, right? Unbelievable, this place is a joke. I will NEVER give this corp another dollar, and I WILL get my money back, this isn't just going to go away. You can't rip off your customers, blame them for the mistake, and then treat them like their business isn't valueable. It's not a good way to operate-unless you don't want to operate at all. Best Buy has the WORST customer service I've ever experienced in my life.

IRMA of CHICAGO, IL September 9, 2009

APRIL 2009, I was purchasing a video camera for over 1,000.00 and the young lady pitched the DVD recorder. She explained that I could video anything and then go to my car and run off copies instead of going home to do it. It took me all of five months to learn how to use the video camera. It was soon after I made the purchase, I did a video. I did not understand the instructions, so I took the camera back to Best Buy.

Before I took the camera back, I remembered the extremely bad experiences that I had had with Best Buy years ago. I swore that I would never purchase anything from them again in this lifetime. Well, you see I forgot. Well, the wound was opened back up when the young man at Best Buy deliberately deleted my video. It was so obvious. God is good because I had anitcipated that this would happen. I had already downloaded the video to my computer. That was smart on my part.

I did not attempt to use the DVD recorder for at least a month after I bought it. I'm talking 200.00 or 300.00. First of all, I cannot use it in my car. I have to be indoors with electricity. I cannot edit with the DVD recorder. The videos are downloaded to my computer and I do not need a DVD recorder.

It was sold to me under false pretenses and is not collecting dust. I am 65 years and struggling on my social security. Everytime I look at the useless DVD recorder, it makes me sick in my stomach. Money gone down the drain because of false advertising. I admit, I was dumb as a rock. I should have never went to Best Buy. Never again.

Shauna of Eden Prairie, MN September 9, 2009

In march of 2008 i bought a sony playstation 3 (ps3), componant cables, and a 2 year product replacement warranty. On August 27, 2009 i brought the ps3 to best buy in eden prairie, mn (where i bought the items) because it would no longer read discs, the lady told me it would be no problem to exchange and thats when my day of hell began.

As the lady started the return she informed me that the product had already been returned, since i was standing there with the product i told her that was impossible. She then informed me that the ps3 was exchanged for in store items 5 days after it was purchased, i continued to tell her that i did not return my ps3, after several minutes of looking at my ps3 and the computer she realized the serial number on the receipt matched my ps3 and that the one that was returned did not. She then assured me that it was not my fault and they just had to figure a way to return it since the computer thought it had already been returned, she asked me to walk around the store for a bit while they figured it out

after 45 mins the manager of the store aproached me and informed me that they would not be helping me, that the product had already been returned even though the serial numbers didn't match, she became rude and continued to say over and over that it wasn't best buys fault, even though they returned an item that didn't match the receipt.

I then called best buy customer service. they looked into it and decided 45 mins later that they would send me a gift card for 399 plus tax and 25 dollars for the bad service. They had me send my ps3 to them. it cost me 18 dollars, that was two weeks ago and i still haven't received anything from them.

i will never buy from best buy eden prairie, again! I was wondering if i should fill out a police report because someone forged my name to return something. i'm out 508.97, i have ps3 games and blue ray movies and no device in which to play them.

DIANE of PHILADELPHIA, PA September 7, 2009

I purchased a 18.5 emachines Monitor and emachines computer system from Best Buy 9/3/2009. Because of work i waited until this labor day weekend sunday 9/6/2009 to setup along with my husband. When I proceeded to turn on the monitor it went on but it looked like a huge ink blot. I told my husband something is wrong, now not knowing about computers the both of us i thought a slight problem i was use to the the huge old monitors never had these new flat screens.

I go to Best Buy wait in line the first rep unpacks the Monitor and she says unfortunately it is personal damage we cannot take it back, now I proceed to tell her I did nothing to this monitor, never dropped it carefully unpacked it never touched it to where my husband and I would cause such a crack which did not see until the woman showed me who by now was i assume the supervisor, so she says it is yours, so I say to her so now i am stuck with a Monitor with a crack.

my husband is at home with the rest of the computer, waiting for my return and I am now forced to purchase another monitor, who they tell will not check. Take it home and check it. I go to the counter to check out. Now Best Buy offers me insurance/warranty. They would not help anyway because it is considered personal damage, and I know my husband and I did nothing to this monitor.

I buy the monitor and because I am fearful that if something goes wrong with the rest of hte computer system which was Emachines, I purchase the insurance like a dope. I am furious. I never had trouble before, but this policy is ridiculous and this insruance does not cover damage which may have happened in shipping to the store, by a store employee before it came to me.

I have not little children. I drove with great care not hurt the computer and monitor. I feel i should get compensated for the two purchases of two monitors. I should get some sort of refund. I feel like bringing everything back and the entire system and age a refund. This policy is unfair. I have already filed a complaint to the manufacturer Emachines, next I am filing a compalint to the Better Business Bureau.

Hans of Hammonton, NJ September 7, 2009

I purchased a Yamaha a/v reciever there about a year and a half ago. The reciever recently broke but is covered under Yamaha's factory warranty. Yamaha instructed me to drop off the reciever there to be sent out for repair. After about two weeks I receive an e-mail from Best Buy that my receiver was approved for an exchange.

I went to the store to pick up my exchange however my original model is no longer available. I was told I would receieve a comparable model in its place. However once they saw my receipt they backed off because I had purchased my original reciever on clearance and would only give me a receiver that was valued at my purchase price which is NOT comparable to my original model.

I then asked for my old reciever back as I was disgusted and then decided I would take elsewhere to be sent out for repair. Best Buy said they didn't think they could do that because my original reciever might be scrapped. I then asked for a cash refund which they said they couldn't do either. They could only offer me a Best Buy gift card. I don't want to shop at this store so a gift card to me is worthless.

All I wanted was for my original receiver to be fixed under warranty and never asked for an exchange or anything else. I feel as though I've been mislead by Best Buys exchange policy and won't except a reciever that isn't comparable to my original receiver regardless of its sale price. Thank you for your time.

Glen of Satellite Beach, FL August 2, 2009

We have two teenagers with a myriad of activities that we take photos and videos for. Before a recital, or camera malfunctioned (Sony Cybershot). I went to Best Buy, spoke with a salesperson, reviewed cameras, and the salesperson stated that the Nikon Coolpix S630 would meet our needs. He also stated that we had a full 30 days to return, no questions asked, if we weren't satisfied with the product.

I used the camera for 3 weeks in a variety of situations and weren't satisfied. The camera's zoom was the primary factor for the dissatisfaction. I returned the camera back to Best Buy and the informed me that a 15% restocking fee was in effect. I stated that the salesperson, nor the check-out clerk mentioned a 15% restocking fee. The Best Buy Manager pointed to a sign in back of him at customer service (12 feet x 12 feet) with Store Policies for everything in the store; the 15% restocking fee was barely noticeable. I commented on how ludicrous it was for Best Buy to think that after I speak with a salesperson, purchase a product and then I should stop by Customer Relations to check the store return policy after the salesperson specifically mentioned a 30 day no hassle return policy.

I called Best Buy Corporate Customer Relations and made no progress there either.

Gordon of Henderson, NV July 25, 2009

After spending thousands of dollars at Best Buy over the past few years, we didn't think twice about buying a Sony 42" LCD TV from them. We left the TV in the box safely in our garage while we were remodeling our home, which unfortunately was one week past the 30 day return policy. When we took the TV out of the box to install, we found a large scratch down the screen. We immediately put the TV back in the box to return to Best Buy for an exchange.

Upon taking the TV to Best Buy (Henderson, NV store), I was given attitude by store manager, Travis and his GM, Joe. In front of several customers, they accused me of damaging the product myself and said that I had been using the TV for 40 days and said that I was lying to them. The TV had a little dust on the top because when I put it back in the box, the lid wasn't closed and it sat for a few more days in the garage (I work 60+ hours a week and couldn't get there until today). They in no way wanted to hear what I had to say. They just continued to accuse me of using and damaging the TV. I tried to tell them to turn the TV on and they will see that the TV would still be in start-up mode, which would prove that it had never been used. They refused to listen.

I came home and called the Corporate Customer Relations office located at their Corporate headquarters. I explained to Tia, the Customer Relations Supervisor, what had just happened. She called the store, got their uneducated story and decided that she was going to believe them. She said that they would be happy to work with me on a price for a new TV (what, now I'm paying for two???). I asked to go above her, but she would not give me the name of her manager, saying that they do not take phone calls.

Apparently, Best Buy does not value its customers who have spent thousands of dollars, never had a return, and who have come back over and over. I asked them all to look up my "rewards account" and look at how much I've spent, and see that I have had no issues with them. They wouldn't...they didn't care. The rude treatment is unacceptable. I'm glad there are so many electronic stores around here, because we will never shop at Best Buy again. We will advise everyone we know not to shop there.

R. of Riverton, UT July 10, 2009

Best Buy's return policy is unfair and completely unsupportive of their customers. They blantantly refused to except an unopened CD with a valid receipt for a cash return. They insisted on putting the 12.81 on an in-store credit card! I explained to them that the CD had been purchased by my son (who is dis-abled) as a gift for Mother's Day and had misplaced it and only found it recently and that my wife had received that exact CD from someone else and she had opened that gift so, our son wanted to receive the money back so he could buy her a little fairy wind-chime that he knew she would love.

I am a reward-zone member and the 'manager' of the store, Stephanie Jakins said that the return policy is only for 30 days, the reward-zone members receive 45 days and since it had been 60 days, she said the system would not allow her to refund cash. B...S...! When I aske her to call her manager, she gave me his card and said he wasn't available at that time. Whatever. I will never buy from BEST BUY again because the company does not value their customers. It that doesn't fly with me. As a business owner myself, I believe in the importance of customer's reasonable requests for a show of good faith business practices and return/refunds should be easy and respected.

tom of germantown, MD May 28, 2009

i returned my laptop and they issued me refund for both laptop and optimizatiton and restore cd at one best buy location. but other location they will refund the laptop but not the optimizatiton and restore cd. i want the refund for 59.99 since i don't have the laptop anymore.

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