Store policy differ from bestbuy.com | Best Buy in West Hollywood, California

2.2
Details
I bought an unactivated device (full retail price) not long ago but it happened to be defective (heats up easily and restarts). It was the last day of return and I brought it to store AFTER calling 1888bestbuy (I was told I could bring it to any store). When I was at the W Hollywood Store, I was denied of my return because of the store's policy of "unactivated device purchases are FINAL SALE." I was not informed of this and this "new" policy was not shown on the receipt as well. The receipt clearly says that all mobile phones are subjected to 14 days return policy. I tried explaining that I called 1888bestbuy and that the receipt does not reflect this "new" policy. The sales/return associate then told me that it's mobile department manager's instruction and had me talked with her instead. I talked to the mobile department manager; she was being extremely unhelpful. I told her that the device was defective and asked if I could AT LEAST exchange it. She still insisted that unactivated devices are final sale and that I can't exchange or return it. This obviously didn't make sense. So she kept brushing me off with the same reason and I left. I went out to the store and immediately called 1888bestbuy again to verify the whole policy again. I was told by the phone representative that this was absolutely not true! Fortunately, the phone representative was kind enough to help me. She put me on hold and personally called W Hollywood Store and talked to the manager to resolve this issue. After the hold was over, she told me that I could talk to the manager again to process the return. Finally, the manager is WILLING to process the return. But AGAIN, she told me that she's only making an exception this time and that future purchase of unactivated devices are FINAL sale. I'm not sure why she continued to insist her point when 1888bestbuy and bestbuy.com obviously did not state such a policy. I didn't ask further questions since I can return my phone. At the end of the visit, I'm glad I was able to return my defective phone BUT i will NEVER come by this store again. All the trouble and wait (for almost 2 hours) just to return a DEFECTIVE product.
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Review
#771410 Review #771410 is a subjective opinion of poster.
Service
Best Buy Manager
Pros
  • Competitive prices
Cons
  • Poor service
  • Poor return
  • Poor management
Reason of review
Poor customer service

SERIOUS STORE PURCHASE ISSUE STORE #1767 | Best Buy in Pretoria, Gauteng

1.0
Details
We have been contacting Best Buy from earlier this afternoon trying to find a resolution to the damaged TV we bought last night but only got frustrated answered from your employees. We bought a Samsung 55" 4k TV from our local Best Buy store in Charlotte, NC last night at 8:49 PM. When we got home and took the TV out of its box, we found a cracked screen, it is at the bottom of the screen and at first we thought it is the plastic wrap but then I realized there is no plastic wrap on top of the screen, so obviously it is a crack. I brought the TV back right after I got off work today around 3 PM and wanted an exchange. But the store manager said they could not offer an exchange because it was inspected by their inspector before we left the store last night. BUT as we remembered, the inspector opened the TV box but did not even take the wrapping paper off to inspect the TV, it was nearly close time last night, it took him less than 10 seconds to look at the TV, besides, we were not asked to inspect the TV ourselves. The crack is at the bottom of the screen, the inspector did not see it and let us take it home. When I took the TV back this afternoon, the internal crack already spreads to the top. The store manager said they could only offer a $599 credit back to us and we have to pay over $300 for the damage. We trusted the inspector and the store so we thought it is a good TV, even after we found the cracked screen last night, we did not even take pictures because we trusted the store would take it back. We did not expect the store staff would question us and let us take the responsibility for their fault.
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Review
#760663 Review #760663 is a subjective opinion of poster.
Service
Best Buy Manager
Cons
  • Customer service
Reason of review
Poor customer service
Loss
$965

Exchange Christmas present | Best Buy in Durham, North Carolina

1.0
Details
My wife bought me a Fitbit for Christmas for $99. Unfortunately she bought me the small size so we went today to exchange it to a large. When we came to exchange apparently the price went up to $129 and speaking to the manager they said they can't do anything about it. I really don't understand why for an exchange on a Christmas gift you would not honor the original price? We didn't even open the package as you can put your wrist on the outside box. Very disappointing and none caring attitude by the Manger on duty named Tonia.
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Review
#759118 Review #759118 is a subjective opinion of poster.
Service
Best Buy Manager
Cons
  • Lousy service
  • How i was treated by customer service and manager
Reason of review
Pricing issue
Tags
  • Best Buy Price Match

Best Buy - Manager Review from Royal Oak, Michigan

5.0
Details
I had the absolute worst experience when working with Best Buy in Flint and Auburn Hills MI. The two managers I spoke to were Mike and Ross. I was told just because I work here doesn't mean I have to listen to you, I was told I have the power to exchange your item (which by the way was night less than two weeks ago and with a receipt in hand) but because it would cost the company money I don't want to. I was told by the manager in Auburn Hills that "it's not personal it simply business". "I do have the power to help you with this but I don't want the cost that's involved to affect my store"!!!They lack any level of professionalism or ability to provide a positive customer service experience. I am not letting this is issue go Best Buy needs to be held accountable for the way they treat their customers. I'm sure a company this large does not support not allow such blatant disregard for their customers at the hands of their employees!
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1 comment
Anonymous
#1087811

Details? Not just things that a manager said.

Why did it take you almost 2 weeks to return? It sounds more like the manager was being candid with you and you couldn't handle it.

Review
#758755 Review #758755 is a subjective opinion of poster.
Service
Best Buy Manager
Reason of review
Poor customer service

Best Buy - Manager Review from Pittsburgh, Pennsylvania

1.0
Details
I was in you store today in cranberry pa 12/21/15 To return a video that I purchased because it didn't work. When I was being help by a lady at the store who stood in front of me telling me the game is fine and used the exact words I'm a lier infrom of whole store which embarrassing me and my 70 year old dad. When I tried to explain to her that I didn't appreciate what she said and tried to explain what's wrong with game she once again said I was a lier in front of customer and store I told her I want a apology she did give me a refund for game and when asked to see manager she told me and my dad to leave before she called police which again was said in front of all customer in store. I am expecting something done apolicy will not work I want her terminated or I will be contacting attorney for all the embarrassment and defamation that I received in your store
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Review
#755624 Review #755624 is a subjective opinion of poster.
Service
Best Buy Manager
Reason of review
Poor customer service

Best Buy Manager Review

Call Best Buy for price match online. General manager Erica very rude and condescending. They don't understand their own price matching policy I never want to listen to the customer. Amazon here I come. Plus if you use Chase freedom card you get 10% off on all Amazon products till end of December 2015. Why by Best Buy? In addition Amazon customer service awesome
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Review
#750320 Review #750320 is a subjective opinion of poster.
Service
Best Buy Manager
Reason of review
Poor customer service

Best Buy - Manager Review from East Worcester, New York

I am a disabled vet with loss of one hand I bought a bunch appliances I expected them to install they did not I had to undo my dishwasher with one hand I had to have my girlfriend help cut up my hand they did not help the people always give me a line on bs they were supposed to call me within 48 hours never happen had to drive down they had me wait 3 hours and no apology from the manager lousy individuals
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Review
#743831 Review #743831 is a subjective opinion of poster.
Service
Best Buy Manager
Reason of review
Poor customer service

Customer Complaint at Best Buy #1081 3142 SE Military Dr San Antonio, Tex

1.0
Details
I purchased an IPad at this Store and received poor customer service. When asked to speak to a Manager I was told he was busy. Requested his name and was told it was Herb, also requested his last name and was told last names of Managers aren't given out, Store Policy. I won't shop Best Buy again. My wife and I were treated like shop lifters, also associate did not seem knowledgeable of the product we were buying at one point she informed the cost of the IPad was $400.00 when the cost was approximately $200.00.
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Review
#743505 Review #743505 is a subjective opinion of poster.
Service
Best Buy Manager
Cons
  • Management
Reason of review
Pricing issue

Best Buy Manager Review

Had issues with best today on black friday. It wasnt fair we were here all night and all of us didnt get a ticket supposly because it has to be one dor family and some people in front of us had a ticket each person and they were family , manager was so racist cause we were hispanics and the other ones were white
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Review
#740703 Review #740703 is a subjective opinion of poster.
Service
Best Buy Manager
Reason of review
Poor customer service
Best Buy a joke #dontwastemoneyonprotection
Best Buy a joke #dontwastemoneyonprotection
Best Buy a joke #dontwastemoneyonprotection
We bought a receiver outta Best Buy had the service protection.Called them to verify the procedure before going to the store.They did the total opposite of what we were told.Had to send it off and play the waiting game.Now they sent it to the wrong store I was on hold...
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Review
#733402 Review #733402 is a subjective opinion of poster.
Service
Best Buy Manager
Reason of review
Everything done in store
Preferred solution
Let the company propose a solution