I have been a Best Buy Customer for 17 years. They were my first credit card, where I bought my first TV, where I shop every Christmas for electronics. After today, I will no longer be a Best Buy customer.
On August 30, 2011, I purchased a Flat panel television and a Rocketfish Large Tilt Mount. My husband and I were excited and looking forward to watching the new TV. We scheduled for a private installation company to come out and their first available date was 9/10.
Day of the installation the tech noticed we were proactive and bought a wall mount, he pointed out that he had the same type of wall mount for a quarter of the price; not to mention there were other retailers that sold the product for less than what I paid. He suggested I return the item and use his mount; I took him up on the offer.
In today's economy, every penny counts and $80 in savings is a tank of gas or groceries. Being the good consumer that I am I put my receipt in my purse and put the mount in my car with the intention to go within the week to return the item; unfortunately, life (flooding, business travel, & medical reasons) had other plans for me and I was not able to make the return until today (9/30).
As I approached the counter at Store #565 in Saint Petersburg, Florida, I was greeted by a young girl. I told her my story and reason for returning the mount and was told immediately that she would not be able to return the item because my deadline was 9/29/11. First, I did not even notice the return by date on the receipt when I mentioned this to the girl she pointed out the top of the receipt "returns must be made with receipt by 9/29/11 for 30 day products." The font size look and color no different than anything else on the receipt. I questioned her "How am I suppose to know what a 30 day item is? Nowhere on the product or the receipt it indicates my item is a 30 day item." She referred me to the back of the receipt in the small print amongst a list of details you see all product other than desktops, notebooks, etc are 30 days. If this return by is so important to Best Buy than why do they not make any efforts to highlight or communicate it more effectively to their customers.
I asked the girl, if there would be someone, I could talk to about the return to see if an exception could be made. I was only 1 day late. She advised me that Best Buy can not make any acceptations and the computers are set up not to take the returns; I would need to call Customer Service to discuss.
To make an extremely long call short. I sat in the parking lot and called the number she gave me. The rep I spoke with just repeated what the girl at the counter told me. She said she would call the store and see if the manager at store #565 would possibly agree to at least a store credit; I was on hold for 10 minutes. The customers service rep on the phone returned to the line to let me know the manager refused to take my return and that was Best Buy policy.
I can't believe that Best Buy would treat loyal customers, like myself, in this manner. I am so insulted, so offended, and so shocked that any business today would have these types of business practices. The policy and the people I dealt with made me feel like I should be grateful that I could shop at one of their stores instead of them being grateful that I shop at their store. I understand policies need to be set in place for people that abuse the return policy; but I am not one of them and I WILL NOT BE TREATED AS SUCH.
I will post my letter everywhere and anywhere I can, I will tell all my friends and family, and I will make sure that Best Buy knows that they have lost our business. Going forward I will shop in other retailers who have a realistic return policy and who show that they appreciate my business and want me to come back again; not to mention I won't have to worry paying for overpriced items such as the wall mount I am now stuck with and have no use for.
Product or Service Mentioned: Best Buy Credit Card.