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Best Buy Return Policy
Posted by on
FAIRLESS HILLS PA, PENNSYLVANIA -- I'm sorry to say that Best Buy, a company I considered an excellent place to get affordable quality electronics, will no longer be getting my business.

I have read some interesting reviews about disgruntled customers and their frustrations relating to returns over the 30 day limit.
So I would like to share my experience also.

I had received a car stereo head unit as a gift valued at $100, and unfortunately it wasn't able be installed because my car was totaled in an accident before I had the install done. Obviously time has passed since I had to wait to find a new car. Fortunately, my new car was a great upgrade over my first car and I figured I would go to the store, return the head unit, and do a MAJOR upgrade to accommidate the newer better car.

I was absolutely shocked when I found out that they refused to return my un opened head unit, which was about ten days past the 30 day return period. I did not want any cash, nor store credit as a gift card...I merely just wanted to apply the cost of the returned 100 dollar head unit towards the newer purchase. After spending about an hour putting together a top of the line system with a car audio rep totaling ~$600 dollars, I walked up to customer service to do the exhange.

Not only were the customer service reps extremely rude about my complaint, but after asking to speak to a manager, a person saying he was an acting member of management did not even look me in the eye, and brashly shunned me away saying, policy is policy and returned to helping other customers. And that was that. Stuck with a 100 dollar head unit. And they lost a 600$ sale. Now is this STRONG unwillingness to try to keep a loyal customer satisfied who is willing to spend hundreds of dollars more on a majorly higher priced purchse a great managerial decision? I think not.

Furthermore, when I have a question or complaint about a policy at a store, I politely ask for reasons why their policys are the way they are. I don't want to hear "its because its company policy". I AM SO SICK OF HEARING THAT AS AN ANSWER!!! It literally makes me sick to my stomach. I consider it a lame response and completely dodging the question. What Id rather hear is WHY it is company policy, you know, the actual REASONS they implement this policy. I figured the resons why is that a person using the item over 30 days significantly depreciates the value of the item and therefore they will lose a small portion of the already high profit margins they get on their products. I also figured it was because new products come out all the time, and for a company to take back an item past thirty days is a risk because they would have to sell the item as a discount price since there are newer models being introduced into the markey. In my case, the model head unit I had was clearly still on the shelves and it was completely unopened. It could have easily been returned to the shelves and sold again.

So in conclusion here is what Best Buy accomplished with my situation. The refused to take back a $100 unopened perfect 100% percent condition head unit, in order to stick to their "policy". What they turned down in result of that was a significantly larger sale ($600 more) because of their unwillingness to try to make some exceptions to keep customers satisfied.

When I read fellow customers issues with their return policy, I was appalled to see so many negative responses, such as "policy is policy" and "the loss of you as a customer is nothing to Best Buy" and they will continue to dominate the electronic superstore chain.

Fortunately I was smart enough to take a few economics courses in college, and business management also, even though I work as a music teacher for a living. What I learned is that "the customer is always right" is a dead on concept, and the dollar vote of the customer will always decide the fate of coperations such as Best Buy etc.. no matter how large they are. I've read many people on here say that "you are not the powerful consumer tyou think you are and Best Buy will suffer no effects from your dissatisfation". I couldn't disagree more, because the dollar vote is always the deciding factor in business. What Best Buy did by turning me down, rudely and far from customer service the right way, was lose a customer forever. It doesn't seem like much, but my dollar votes will now go to other outlets, increasing the profits of their competitors, and every person I run into looking to buying at Best Buy, I will deter and lead them to other businesses. Word of mouth has extreme power in business. I am a piano teacher and word of mouth is my number one method of gaining new clients. I treat them all with respect and they are happy to pay for my services even when there is a time where they may be dissatisfied with something.

I used to work at wal mart when I was paying my dues working through high school. There was a very good manager in my store, and I can remember countless times where a frustrated customer returning a product that technically couldn't be returned, be treated fairily, and with some compromise would ultimately leave the store satisfied.

Best Buy lost me as a customer, and I will speak negatively about them from here on. Its a shame I was a big supporter of the company, and I even own a bit of their stock. I'll be selling that away now of course.

And lastly, I feel for all of you who have been through these similar situations. Truly do your part in your dollar vote and don't listen to the idiots who bash you for being ingnorant to company policies! When more and more people band together, things can change.

Good riddance to Best Buy.
     
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Anonymous on 04/01/2006:
I'll be buying a refrigerator in the next fews days and I already ruled out Best Buy because of some things I've heard. Your post re-inforces my feelings. And, like you, I was a big fan of Best Buy for a while.
viperpa33s on 04/01/2006:
One of the reasons why a store has a 30 day policy is because manufacturers add and discontinue products constantly. If your item was discontinued then it would be hard for the store to sell it at a reasonable price. Clothes is a good example and so is electronics. Also stores drop and add items to the inventory. If Best Buy no longer sold an item anymore, it would be hard to add that one single item they no longer sold. You would not believe how hard it would be just for Best Buy to sell that one item. Not only would Inventory dept. get involved but also Sales Audit. You should have returned it within 30 days or sell the item on Ebay. Don't blame the manager, blame Best Buy corporate office. A manager can only disregard a policy to a degree. You can't expect to buy something and then return it 6 months later. I work for a clothing retailer and we have the same policy.
miketech on 04/01/2006:
I never got on the Best Buy band wagon. It's always been a creepy store to me. I read an article on retailing a few years ago that certainly has come to pass. It was basically that customers are no longer loyal so the best bet is to spend more money in advertising and less on customer service. If you make one mad you can advertise and get 10 more and eventually even the mad one will come back if your ads are good enough. At first I thought it was hogwash but it seems to be coming to pass with so many of the large companies.
miketech on 04/01/2006:
Oh and you can't really blame the manager because at many of those big stores the "manager" is more like a head cashier and really doesn't run anything more than scheduling. All the real "management" is done at the corporate level. So to talk to what you are considering a "manager" you would probably have to talk to the someone you can never get to talk to.
illadelphia on 04/01/2006:
viper33
this was part of my original post, I'm not sure if you read.

"I figured the resons why is that a person using the item over 30 days significantly depreciates the value of the item and therefore they will lose a small portion of the already high profit margins they get on their products. I also figured it was because new products come out all the time, and for a company to take back an item past thirty days is a risk because they would have to sell the item as a discount price since there are newer models being introduced into the markey. In my case, the model head unit I had was clearly still on the shelves and it was completly unopened. It could have easily been returned to the shelves and sold again. "


the issue is, the product IS still on the shelves, and is STILL being sold at the same price.
tgtman on 04/01/2006:
If you truly took so many economics courses, why are you still naive enough to think that your sole purchase of $600 will affect this company? Just your 'dollar votes' are not enough to persuade a company to do certain things. Imagine Best Buy, a multi-billion dollar company, is the size of a large 12-foot swimming pool. You would equate to the size of one grain of salt; with or without your patronage, Best Buy won't notice the difference. Dollar Votes come from the market in all, not just from some dissatisfied consumers! I hope you didn't sleep through all of your classes.
viperpa33s on 04/01/2006:
illadelphia: I read your post but was explaining to you why they do it from a person like myself who works in retail and has been for 10 years. Store policy is made at the corporate level, you can't blame the manager. I agree, if the store still sells the item, they can easily sell it under normal circumstances. Like I said, you can easily sell it on Ebay. Since you did receive it as a gift, you can sell it with some depreciation. Good Luck
illadelphia on 04/02/2006:
hey target man,
you must be a wonderful asset to the Target company, so politely explaining how naive people are, and how they slept through their economics classes.

yes I am a grain of salt in the Best Buy swimming pool. but so is the first gentleman on this post who is taking his business elsewhere to buy a refrigerator, and perhaps so are the people that he tells, and I tell, and whoever else may be out there.

maybe jackie robinson was a grain of salt in the gigantic baseball swimming pool.

maybe rosa parks was also a grain of salt on a school bus full of "higher class" people.

while this may not EXACTLY coorelate to consumer activism, it shows that there are and were people out there who good changes happen no matter how small their presence was in the world.
maybe the reason why we have an infinite amount of competition in the market is because people were willing to stand up and show they can do things the right way so they open their own business.

of course I know my 600 dollar purchase is nothing to Best Buy...and I know that I'm far from being able to bring down Best Buy.

but think what you are saying before you call someone naive which I consider somewhat rude, think about why the US got to be where it is today in business, free enterprise, free competition, and free to speak out against things we believe are unjust...were you sleeping in history class all of this time?




CjCinColorado on 04/02/2006:
Oh come on...Best Buy has ALWAYS been a bad store!
Anyone with common sense knows not to shop there.
People here in Colorado have known not to shop there for more than 3 years. Where have you been ?
Ponie on 04/13/2006:
I stumbled upon this complaint by accident. I was checking on responses posted by a certain individual, and I know it's way late to make my 'addition,' but will do so any way. When Best Buy was in its infancy about a hundred years ago :), I swore to never, ever frequent the store. Don't know if any of you remember the situation at an Indianapolis store where a cashier was fired because he left his post to chase after a shoplifter who had about $3,000 of electronic merchandise he was making off with. The 'kid' got the thief, the merchandise was retrieved, but the store fired him. I 'talked' up the case to anyone who would listen--and the members of this forum know I can talk. So what's happened to Best Buy? They've grown by leaps and bounds. So much for 'word of mouth!' Second, your demand to know WHY it's 'company policy.' I own a small business. There are certain rules and restrictions my reps must adhere to, such as discounts, returns, etc. If a client questions these rulings and won't accept 'it's company policy' and wants to talk to me, I have an answer for them: Because I say so, and it's NONE of your blasted business WHY! I don't need clients such as these. I got along without your $$ before and I can do it now! I have my reasons, but as far as I'm concerned, you are NOT entitled to an explanation from me. Take it or leave it. If you leave it, I'm probably better off without having to deal with a trouble maker such as you.
certified1 on 10/16/2006:
a top of the line system for 600 bucks huh? what is it dual? I damn head unit in my car cost 1500. and yeah you were over the 30 day limit so we can't return ur exchange sorry but POlICY IS POLICY
certified1 on 10/16/2006:
a top of the line system for 600 bucks huh? what is it dual? my damn head unit in my car cost 1500. and yeah you were over the 30 day limit so we can't return ur exchange sorry but POlICY IS POLICY
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Best Best Customer Service is WORTHLESS
Posted by on
CHARLOTTE, NORTH CAROLINA -- We purchased several appliances and a computer last year as well as other various household and technology applications for our home. In other words we spent thousands of dollars. In less than six months, we had problems with a Samsung refrigerator ice maker. It took over three months to get that problem fixed and we were left with no less than 8 to 10 boxes of parts because no less than 2 or 3 service people refused to service our area because Best Buy would not pay them enough. Now for the computer issue. We buy a new computer with the ability to download Windows 7 - we purchase the Kaspersky software for protection. However, because we do have several computers - we purchase the software for several computers recommended by their sales person. We wait until Windows 7 is released before setting up the computer. We load Kaspersky on the computer. Nothing works. We take it into the local BBY store. We give them all of our information (code numbers, etc.) We request that any repairs or problems be documented so that we can ascertain what is wrong as well. We get the computer back with charges and costs for new software. Guess what?! They tried to sneak past us that they went back into the store and downloaded the "RECOMMENDED" version of Kaspersky for Windows 7, but charged us for it. The arrogant clerk behind the desk said that if he didn't we would be getting something free. He said this knowing that we could NOT use the Kaspersky version that they sold us for over $110.00! I was furious and demanded to speak with the manager, who did nothing more than try to calm me down. Why calm me down? Because this young clerk could not get his head around the fact that the version of Kaspersky that they sold us was worth NOTHING to us and then they proceeded to charge us additional monies for the version of Kaspersky that was compatible with Windows 7. Now understand we had not used this software or downloaded it until the release of Windows 7. Everyone who sold us the computer knew this, but they wanted to blame the customer. We did eventually get a credit for Kaspersky, but maybe it was because I was talking rather loudly about the problem and people were beginning to understand how they were scamming the customers.

Now for the latest fiasco - a brand new washing machine still not fixed after a month. You name it and it happened. The repairman comes out after two weeks - yes, you read correctly. You have to wait two weeks. Then they do not come out with parts - they just come out to say - yes, I agree it is broken and they have to order the parts which take another two weeks. Today he arrives again with the parts and proceeds to tell us that they sent the wrong parts. I am so through with this company. Try to get corporate on the phone - they won't let you talk to them. Customer service puts you on hold and goes away. I know this game.

I plan to get my money back by shorting the company in the stock market. If this behavior keeps up it won't be long before they go the way of Circuit City and others. While I will visit the Best Buy stores, it will be to look, touch and ask questions. My purchases will be somewhere else even if I have to pay more money. Yes, Best Buy corporate did you read this - I will pay MORE MONEY for better customer service or honest customer service.
     
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Ytropious on 01/25/2010:
"we had problems with a Samsung refrigerator ice maker." Which model? We're going to be buying a Samsung fridge in the next month or so.
momsey on 01/25/2010:
I hope you're joking about shorting the stock.
andbran on 01/25/2010:
I have had nothing but good service from Best Buy. maybe I will buy the stock you are going to short them
momsey on 01/25/2010:
So true, andbran! I LOVE Best Buy and have had nothing but great experiences there. And I made a good amount of money on their stock a few years back when they had some trouble and recovered really well.
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BUYER BEWARE OF WARRANTY FRAUD
Posted by on
ROSENBERG, TEXAS -- As a retired Marine it is my upmost concern that all my service brothers, along with every hardworking American consumer receive this information to avoid the extreme hassle and waste of time that bestbuy put on my family and me. Last December my Wife purchased an ipod touch for me as a Christmas present. We then went and purchased the two year extended warranty on it, mostly due to the fashion the associate promoted the warranty to be, the associate promised that it would cover accidental damages and would be a very simple easy process if the device would need to be exchanged. Since the warranty is about two pages long worth of fine print we made the mistake of taking the associate's word and purchasing the warranty. This past September 14th I took the device in because the battery was not charging or holding a charge. Right from the get go it was a complete nightmare! All the Geek Squad reps were completely unprofessional and treated my wife and I like some sort of cons. They finally took the ipod to what they said would be looked at and told us they would contact us as soon as they would know something(all our contact information was provided to them). After waiting and waiting and waiting on Oct 21st I personally went up to the store(Best Buy Rosenberg Texas) and asked what was going on with my item. And what a surprise, they had received it and somehow had just forgot to contact me. The bag where they had placed the ipod had a date of Sept. 30th. The worst part is they claimed that the device was water damaged and that I only had a standard warranty that did not cover that type of incident. After speaking to a supervisor which was completely rude and unprofessional, I was out without nothing! And they even tried to charge me a labor fee despite nothing being fixed or replaced on the item! The supervisor asked me what I thought would be fair and I stated to repair or replace the device and he stated that he could not just give me $229.00, I stated that I guess that's what his company's reputation is worth then, and that it is clear how much they value their customers!! Today Oct. 22nd I went up to the Apple store located in the 1st Colony Mall in sugarland Texas, mostly due to informing myself that the liquid sensor that it he was actually not showing a positive test. The representative I talked to at apple looked into it and had his tech ppl check it out and surprise surprise there was NO WATER DAMAGE to the device as Best Buy had stated!! Thankfully Apple replaced the Ipod on the spot and I will be following up on getting everyone I delt with's info at bestbuy Rosenberg to file a complain. I clearly believe that they used the "water damage" as a copout and it is very sad of how badly they treat and respect their customers!! This whole situation comes across as a clear FRAUD to me!!! Maybe now that circuityouknowwhat is bankrupt bestbuy is overconfident and feels like they can treat customers as they feel, but as we all know we live in the wonderful age of information and CHOICES!!! Last time I set foot in bestbuy!!!
     
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Ytropious on 10/22/2009:
I've heard about water damage being claimed in a lot of cell phone warranties so the manufacturer doesn't have to replace it. It's an easy cop out, but even the tiniest bit of moisture from the steam in a bathroom after a shower could make the moisture sensor set off.
Anonymous on 10/22/2009:
I love happy endings! I would be lost if I couldn't use my iPod Touch, so I feel your pain for sure.
bcd on 10/22/2009:
He is sure to be even more angry when he finds out that two-year extended warranty is actually a one-year extended warranty because Best Buy overlaps the first year of their service agreements with the manufacturer’s one-year warranty. Good review.
i_am_canadian on 10/22/2009:
Ytropious, I can't tell you how many times I had to deal with that exact situation.
Ytropious on 10/22/2009:
Which one, being on the warranty holder side or the warranty company side?
i_am_canadian on 10/23/2009:
The warranty company side, working at Bell Mobility.
Ytropious on 10/23/2009:
So people are like "no I never got it wet" and your like "was it in the bathroom while you took a shower?" And then they lie and say "NO", but you know it totally was? That's awesome.
momsey on 12/30/2009:
That's interesting, because I got the protection plan on a camera I bought from Best Buy. The camera broke about a year after I bought it. I took it to Best Buy, they took it from me, took my contact information, and it was repaired and back in my hands within a week.

I'm glad you had a happy ending! I hope you are writing a compliment review for Apple!
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Bad Experience
Posted by on
This is simply a copy of the letter I sent to Best Buy. What a hassle they have put me through over a television.
I'm sure this complaint will not be addressed, but I'm sending it anyway. I will start by saying I WILL NEVER BUY FROM BEST BUY AGAIN UNDER ANY CIRCUMSTANCE!! We purchased a Dynex TV online with a gift card we had been given. Three months after receiving the TV it messed up. We called BEST BUY ONLINE and were told that we could take the TV back to the BEST BUY store in Lexington and exchange or get or money back (200 mile round trip).... We took the TV back and BEST BUY refused to take the TV unless we paid for repairs up front and we might get the money back if they deem we didn't damage the TV (still under a full 1 year warranty I might add). So after a 200 mile trip for nothing we brought the TV back, called again and were bounced between DYNEX and BEST BUY for over an hour, both saying it was the others responsibility (something that would never happen if we'd just purchased the TV from Walmart...my mistake). Finally, BEST BUY said yes they had to honor the warranty and would send a repair man. We set up a date, that was CONFIRMED, but he never showed up...That was the first missed day of work. I called back and set up yet another date, even tried to call the repair man myself with no answer. The second date came, guess what, NO REPAIR MAN!!! Second day of missed work...I called yet again..very upset by this time and finally got a repair man out that following Monday. He said the TV was not repairable and BEST BUY would be calling so I could return it. They called this afternoon and gave us a return number, said we could either mail the TV back and they would send us a new one AT OUR EXPENSE FOR A TV UNDER WARRANTY or we could take the receipt and the TV to BEST BUY in Lexington and they would either exchange it for the same or a different TV. Guess what...another trip to Lexington, we went to BEST BUY like we were told to do and you know what they don't honor BEST BUY ONLINE Merchandise and would not give me a gift card, my money back, or even exchange the TV even though they had two in stock, rather they gave me a receipt with the amount I should receive back from BBO, kept the TV, and sent me back home to call and have a gift card MAILED TO ME...even though we were told by the lady who called it would not be a problem...I called back BBO and were told at first they would not send me a new gift card that I would just have to find the old one I had..that they didn't mail gift cards for any reason...WHAT THE HELL!!! Well then all of sudden the problem cleared up and said "Oh yes, we can send you a new card."

So now if you can add...that's two days missed work @ over $200 A DAY, had to use both my personal days--I now have NONE left, 2 wasted trips to Lexington 100-120 miles (200-240 round trip), 2 hours travel time each way, each trip (8 wasted hours), numerous phone calls (at least 2 hours or more of my time wasted), three days total waiting at home on the repair guy (2 of which I missed work), weeks of waiting for a call about why the repair man didn't come or how the TV will get fixed, a gift card I have to wait another week on, taking the last $500 bucks I had to make an investment in a TV that was a piece of crap, having no television but having to pay a $150 cable bill, etc.

I AM CURRENTLY TRYING TO DECIDE HOW TO DEAL WITH THIS SITUATION. YOU HAVE WASTED MY TIME AND MONEY! THIS IS MONEY AND TIME I CAN'T RECOUP FOR TRAVEL, PHONE CALLS, AND TIME OFF SIMPLY BECAUSE YOUR CUSTOMER SERVICE AGENTS OR THE AGENTS AT BEST BUY LEXINGTON DON'T KNOW WHAT THEY ARE DOING. I was emailed back and told I could read the return policy, but is that not what you pay your representatives for, to INFORM THE CUSTOMER NOT MISINFORM THEM.

Sincerely

I have since decided to give the gift card to a friend...he's willing to deal with the hassles Best Buy puts its customers through.
     
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Ytropious on 10/06/2009:
"something that would never happen if we'd just purchased the TV from Walmart...my mistake"...actually Walmart would probably give you the runaround too, just saying. When you get your gift card I would sell it on eBay, you'll get pretty close to face value on it, then turn around and use the money on a different TV at a different store.
Anonymous on 10/06/2009:
Why would BB Online tell you to take something to the store that was now under the manufacturer warranty?
bcd on 10/06/2009:
Did the repairman actually say the TV couldn’t be fixed? Exactly what did he say? If he said the TV couldn’t be fixed, then he is either incompetent or not qualified.
Anonymous on 10/06/2009:
I have heard that Walmart is really good about taking stuff back and honoring warranties. It sounds like the OP did everything he was asked to do and got nothing in return. Not good BB, and I'm not surprised.
JR in Orlando on 10/07/2009:
This is not the poster's fault, but is the result of where she lives. What may appear to be cheapest at the beginning, may in the long run be more expensive. When I order on-line I try to think through all the possibilities. A television is heavy and costly to ship. That's why I hesitate to buy such things on-line in case there is a problem. My experience has been for heavy or bulky items, it is better to buy local.
birdy101 on 10/07/2009:
As for the warranty, when we first began having problems with TV it was still under BB return policy, that's the first time they told us to take it to Lexington and exchange it, but then said we had to pay for repair, which we could not afford. Next, we contact Dynex...I guess that wasn't clear. So..it was actually under their return policy and Dynex cleared that up with them and BB assumed the responsibility. Dynex, however, was very helpful on the phone and talked to BB themselves, called me back, and called again to confirm BB had addressed the issue, but since we didn't have to deal with them on the warranty issue itself I'm not sure how their customer service is as far as honoring their warranty.

Actually what the repair man said was that the television needed a new program board (or something along those lines) and the piece was nearly $800 and the TV only cost $450, he turned it into BB and they stated it was “not repairable due to the cost". This is what I meant by saying the TV could not be repaired. Apparently, since this posting I have been told, this board is no longer manufactured and can only be shipped from overseas, thus the high cost. The repair man said he had sent in 3 other repairs for the same exact TV in the last 3 months or so.
JGram on 10/15/2009:
First off, you purchased a Dynex TV online... first mistake. Then you took it to the store and you hadn't purchased a warranty on the television. People do not understand if you do not purchase a geeksquad black tie protection plan then the store does not have anything to do with the product. you must go through the maker of the television. also things that are sold on bestbuy.com are not easily taken into the store, they don't have access to anything from the online purchases.
Terri Vickers on 09/15/2013:
Even purchasing the so called extended warranty is a joke! We purchased it and was told it just extends the manufacture warranty and it don't cover anything.
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As A Best Buy Employee...
Posted by on
I have been working for Best Buy for years and I thoroughly enjoy my job. I know the ins and outs of the stores, and have worked in most departments, mainly computers and Geek Squad.

We are non-commissioned, honest sales people who are pretty underpaid, and we will give you a straightforward answer to your questions. We are not trained to rip you off or sell you things you do not need. We are trained to inform you of the services and solutions that we offer and how they will benefit you as a consumer. It is up to YOU, as an informed buyer, to decide what you feel is of value to you. Every customer has the right and SHOULD do their research before they even walk in the store.

We do our part to ensure that you will walk out of the store with everything you need. We will let you know about cables. We will let you know about printers. We will let you know about backup hardware, TV stands, bags, memory cards, software, speakers, and anything else that goes along with your product, because that is what we are trained to do. We want to get you everything in a one stop shop so you don't need to make several trips.

As far as protection plans, I have seen my fair share of them fulfilled and customers thanking me that they purchased them. However I also see them go unused. . .but I have never seen anyone regret buying a protection plan. This is yet another service that it is up to you, the consumer, to decide if you need. We do not by any means get any kind of bonus or commission from selling you any extras or protection plans. They are all there to use or purchase at your own discretion.

And yes, there is fine print, as with any protection plan. But the standard policy is if we can't fix it, we will replace it. And yes there is a no lemon policy. Which means if we DO fix it 3 times, if it has any more issues it goes away and you get a new one. Ask questions and be informed before you make your purchase. The protection plans are there for your benefit but it is completely up to you if you want to purchase the additional coverage.

I see a lot of complaints about the return policy, or price matching policy. . .lots of companies do not even price match. But they are there for your convenience, and they are just that, POLICIES. Most people will agree with me on this, but if you come in AFTER the return/price match policy, why should you get some special treatment? 30 days on most items is more than enough for you to do any post-purchase research or have buyers remorse. 14 days on laptops and cameras is also quite liberal. . .do your research before you decide to purchase. That's what it all comes down to.

I realize not every employee that works for Best Buy is a great person, but most of us are good people just trying to help you out. I see a lot of these reviews that could have easily been avoided by just being an educated buyer.

So please, before you rant on and warn people to "never shop at Best Buy", take into consideration your own ignorance, or maybe it was just a single person that could be the topic of your post rather than stereotyping the entire Best Buy company and steering people away from shopping at Best Buy.

I have many return customers and thousands of people a week who are incredibly happy shopping at our store. I'd like to see more of those reviews on here.

This was not directed at anyone, just an informative post that I hope will influence people to consider their own judgments and ignorance before posting a terrible review of Best Buy.

Thanks-
     
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jktshff1 on 07/22/2009:
nice review but bs. You are there to make money for BB. That is your job no matter how you want to candy coat it.
Eloise on 07/22/2009:
So well put! Wonderful post!
andbran on 07/22/2009:
I bought a computer from Best Buy. the sales rep was very professional. I spent about $450. and that inclueded a 2 yr warranty. so I would definitely go back to Best Buy.
bcd on 07/22/2009:
Good and bad things about Best Buy:

First the good-

BB put CompUSA out of business. (Or should I say ‘Incompetent USA’)

BB has a wide variety of products with good pricing and knowledgeable sales reps.

Now the bad-

Geek Squad staffed with many unqualified personnel. (Some, not all of the staff and not at all stores.)

A 15 percent restock fee on returned items even though that policy is not clearly posted in the stores. BB claims that the policy is on the sales receipts but the fact is the customers do not receive their receipt until after the transaction is complete.

BB sells service contracts that they claim are “extended” service agreements; however, they overlap the manufacturer’s warranty (usually one year). So, when a customer buys a three-year extended warranty the total warranty is only for three years when it should be for a total of four. If BB is going to overlap the warranty then they should not claim that it is a three-year “extended” warranty because it actually is a two-year extended warranty. If customers were aware of this, BB would not sell nearly as many service contracts.

When BB repairs an item while it’s under the manufacturer’s warranty they get reimbursed by the manufacturer along with the money they took from the customer due to the deceptive terms of the service agreement. That is criminal.
NickL11354 on 07/22/2009:
If you are so 'underpaid' FIND ANOTHER JOB.

And your 'services' are just overpriced BS. I have not stepped foot in a Best Buy in over 5 years because the prices are much higher than buying from an online retailer, the sales help is either on a power trip or has the attitude of a used car dealer.

And the service plan is usually a rip off. If the product is prone to failure after a year maybe that product isn't worth buying?
BokiBean on 07/22/2009:
I thought this was a very rational post from an employee. Nicely done, thanks for the opinion.
Anonymous on 07/22/2009:
Nick, it's not easy right now for anyone to 'find another job.' And besides, the employee stated that they enjoy their job.
bbyemployee90210 on 07/23/2009:
Hey everyone thanks for the feedback.

@jktshff- yes, we are there to make money for Best Buy. . .isn't that the whole point of a retail store? they want to hire employees to do a good job for them. so using that isn't really much of an argument, seeing as how that is the main focus of every retail store out there.

@bcd - the restocking fee only applies to cameras, cell phones, and laptops, items that most people don't buy on a daily basis and are products that are difficult to sell once they have been opened/used. it does not apply to any other item in the store. please do research before you post false information.

@Nick - I love what I do, and I believe that liking your job is worth more than the money you could make hating your job. I do not plan on being with Best Buy forever, but at this point in my life I very much enjoy it.

again, protection plans are up to the purchaser to decide if they think it is worth the value. =)

feel free to ask any other questions.
bcd on 07/23/2009:
bbyemployee90210,

Restock fees also apply to camcorders, projectors, radar detectors, GPS navigation and in-car video systems. You told me to do my research first (which I did) and now it’s apparent I know the policy better than you.

I see that you didn't address the failure of BB to post the restock fee policies or the deceptive service agreement gimmick.
bbyemployee90210 on 07/24/2009:
touche, sir. I forgot to add those in. but they do fall under the "items most people don't purchase on a daily basis" category. However all items that carry a restocking fee are sealed with Best Buy stickers that clearly say "15% RESTOCKING FEE IF OPENED". You cannot even open the box without tearing this seal.

but if you purchase an item that carries a restocking fee, you should be ready to pay it if you decide you don't want it. kind of makes sense.

iworkatbby12 on 07/26/2009:
hey so I fully agree with bbyemployee90210, yes we are there to make money for Best Buy, but like they said, its retail. I as an employee and I'm sure bbyemployee90210 can agree value all opinions, but like he/she said don't throw the entire Best Buy company under the bus for one employee who is probably fired already for lack of knowledge or rudeness. Also NickL11354, buying online you don't get someone helping you through your purchase and explaining to you the ups and the downs of the products and showing you everything you need for it, and I'm sure to return the product you purchased online must be a pain. With that being said please don't throw all of Best Buy down and tell people to "beware" of us, cause 99% of employees are willing to go out of our way and help you out no matter what.
Ytropious on 07/26/2009:
"I see a lot of these reviews that could have easily been avoided by just being an educated buyer"

Yes, this is true of a huge portion of reviews on this site. For a lot of people it's easier to point the finger then admit that what happened to them may have in some way been their OWN fault.
Ron L Hudson on 08/03/2009:
I hate to see anyone loose their job, but BB is a joke! It has been caught on too many occasions doing the back-handed,under the table gimmicks to make the quick bucks, customers to the curb. It really is a policy thing, not a sales staff thing. The joke starts at the top, from people who would never stoop so low as to walk into one of their own stores. Do I smell smoke, then Rome must be burning!
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Warranty Misrepresentations, Negligent Repair, Unresponsive Executives
Posted by on
WEST HARTFORD, CONNECTICUT -- I purchased my laptop in May of 2007 from Best Buy. Around April 20, 2008, I took the laptop in for repair. I had purchased the warranty with my laptop and the sales person represented that if anything happened to it that it would be fixed in the store or I would be given a new one.

When I took the laptop in for repair in April, I was unpleasantly surprised to learn that they do not fix anything in the store and it is all shipped off to a service center. Since I am in law school and need my laptop, I had no choice but to let them ship it off. A week later I received a call from the service center saying that the repair was not under manufacturer's warranty and it would cost $543 to fix it.

I was very upset because I knew I had the warranty for anything outside of a manufacturer's repair. Well it turns out that the employee who shipped off my laptop neglected to indicate that I had such a plan. I spent hours calling around until finally someone told me the laptop would have to be shipped back to the store and then shipped back off to the service center. I again had no choice but to assent to this, however, that person actually never called the service center to tell them to take any action and the next day I received the same phone message regarding it not being under the warranty.

Finally I spoke to a manager at the Best Buy store who actually got the process started. 2 weeks after this incident, I called to check on the status of the repair and was told that parts needed to be ordered and it should be ready this week. I called on 5/21 and was told that the parts were just ordered the day before and it still wasn't ready. The rep then called me back to tell me that the laptop was in the store. I assume he did not even look the first time.

I drove 25 minutes to pick up the laptop and the computer turns on with no display. So the service center had sent it back unrepaired. I spoke to the manager who spoke to the service manager and they were unwilling to give me a new laptop. They told me it would have to be shipped back out to the service center.

I called on 5/22 to the main Best Buy customer service line and was told by a Dana Willie who is an Executive Resolution Specialist that he would contact the service center and issue an exchange if they determined it was unrepairable. Dana did not call me and actually did not bother to even follow up with me until Friday, May 30 after my numerous faxed and emailed complaints to Corporate Headquarters, the Better Business Bureau, the West Hartford store location, Federal Trade Commission, West Hartford Chamber of Commerce, and state Department of Consumer Protection.

Friday, May 23, I called to make sure that the laptop was actually sent out for repair. According to the tracking number provided to me by the employee it was not been shipped out and only the billing information had been received though a Best Buy store employee and Consumer Relations representative tried to convince me otherwise. I spoke to 4 people on Friday, May 23 from consumer relations to Best Buy employees in the store and no one has been willing to assist me and continued to transfer me to the voicemail of Dana Willie who continued not to respond until Friday, May 30 as indicated above.

The laptop did not arrive at the Geek Squad Service Center until Tuesday, May 27 and though it was “repaired” (which I have yet to determine because it is still in transit from the Service Center) on May 28, it was shipped out via UPS Ground shipping and will not arrive at the store until Monday, June 2.

Best Buy in response to my Better Business Bureau complaint and various other letters and complaints has offered me an insulting compensation of a $50 gift card. This does not even begin to address the issues associated with this transaction. It is a shame that Best Buy continues a cycle of negligence, disregard for customer needs and fraud. Throughout this transaction Best Buy has failed to perform or take quick action when they represented that they would. We will see if the laptop is actually repaired on Monday, June 2. But even if the laptop functions, this will not be the end of this issue. Best Buy needs to be held accountable for their poor customer service, consumer relations and employee training on a state and national level.

Additionally, I would comment that in speaking with Executive Resolution Specialist Dana Willie, he could not account for the reason why the service center would send back a laptop unrepaired in the first place and only stated back to me that I "raised some good points." I believe that it is his job to address those points and not to concede to them and do nothing in response. The response from Corporate is only a reflection of the lack of consumer relations and customer service skills possessed by the Best Buy employees and it is a shame that a Corporate giant believes they can solve a problem by giving someone a $50 gift card. I have told Best Buy and Dana not to send me the card and that I will never shop at Best Buy again after this experience. I advise all consumers to do the same and if you are having an issue with Best Buy, do not let them frustrate you into giving up. Continue to pursue the issue because this is obviously a systematic problem with Best Buy and Geek Squad.

If this helps one consumer, I am happy.
     
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Best Buy Is Terrible! Do Not Buy From Them!
Posted by on
Rating: 1/51
CALIFORNIA -- Agreed! Their ads are misleading and misrepresenting...I went in a few years ago to buy a laptop for my boyfriend bc their ad said it had blu-ray rom, but of course the same model they had in the store did not come with it. They just said sorry it was "misprinted" and we can't do anything about it. I wrote a review on their page and they didn't publish it because they didn't want anyone to know the truth. So I stopped going until recently...and of course I was disappointed!!

Their sales representative sold my mom many useless things that I do not need. She bought them for my birthday and upon receiving them, I tried to return them, but the return date passed a couple of weeks after the 15 day policy. They have a policy that will allow their rewards member an extension, but their return department at the store will not allow me to return it simply because of their 15 days policy--they leave it up to their manager to decide. I've been their rewards program member since 2003, but they refused to allow me to return them. The items were never opened or used. I even wrote to them and showed them pictures after going into the store--of course they gave me the run around like to call them or go to a store, which I did call and go again without any luck.

However, the person who was returning their item that has been melted because they left it in the sun was allowed to have their item end returned even though it passed the 15 days policy as well. This is a discrimination as the manager allowed for that transaction while denying mine when mine was in perfect condition. I can even provide the approximate time and date for them to check the security cameras for proof.

I do not recommend anyone to purchase anything with them and seeing that their rating is so bad by other buyers, I can see why!!!"
     
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Why Is Kaspersky a Non-Refundable Item at Best Buy?
Posted by on
Rating: 1/51
UNION, NEW JERSEY -- About 3 weeks ago, I bough a Kaspersky antivirus & spyware protection software at Best Buy, because my computer was running slower and slower. I came to counter at the BB store, and I asked for a solution that would not be to heavy on the system. Someone recommended Kaspersky antivirus, a name that I never heard before. After I purchased it, I installed it and I run the software, and the computer was with the same problem. Then I decide to call the 800 number that was somewhere inside the box, and I got an answer from India. I was told they needed to run a remote test on my computer to evaluate the reasons why the protection software was not fixing the problem.

After running a security check, they said my computer had been hacked, and about 60% of my system accessibility was already on the hands of hackers. Then, I asked them why after running the software I just bought did not clean the malware? The technician answered me that that security software was no good, it should be uninstalled, and I should get my money back. He would install Microsoft Security Essentials, a free software that was good. I ended up paying $199.00, to clean my computer. I even called Best Buy 800 number to get my money back, and guess what, no refunds on software. What?

After testing the product, it did not work, I spend 2 hours on the phone, I went to the store twice, and they refuse to give me my money back. I told the story to a friend of mine, and he told me that this BB, is getting famous for its gimmicks. My advice is, If you buy something at this store be very careful, but it is a much better idea, if you buy somewhere else. I spend my money on a piece of junk that does not work at all, and I am forced to.keeep it??? Besides, do not forget the $199.00, that I even should be entitled to be reimbursed, I spent because of them. SHAME ON you Best Buy! -- It should read Worst Buy!
     
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andbran on 10/31/2013:
after you buy and open up software it is non refundable anywhere. It because of a copyright law.
ok4now on 10/31/2013:
BB is well known for their horrible return policy. Having said that most stores also have a non-refundable policy on used software. Possibly if you did a direct download from Amazon they would give you a refund.

I have tried just about every security suite / antivirus / spyware protection software program on the market. What has worked best for me is Norton. Vastly improved it's not the system hog it used to be. It has kept my computer 100% safe for the past four years so I'm staying with what works.
cmthru on 10/31/2013:
Also install the free version of Malwarebytes. It may find and deal with items that MSE does not detect.

What's this about $199? BB sells Kaspersky antivirus for $40 for a one-year license.
nikalseyn on 10/31/2013:
I know of no business that will accept a return of opened software. Think about it: once opened, the assumption is you installed it and now want to get your money back even tho you still have the software on your computer, etc.

As an aside, you not only wasted your money by buying Kaspersky, but by paying someone to install free a free software program onto your machine, ie., Microsoft SecurityEssentials. There are many, many free anti-virus programs out there like Avast, AVG, MS Security Essentials, etc that you could have downloaded for free and run on your machine to check for malware. Now you know. Kaspersky is good, but you do not have to pay for these programs---just do a search at Komando.com to see what Kim Komando has for free, as an example of how to find these programs.
clutzycook on 10/31/2013:
Call Kaspersky. They might be willing to refund your money. I had to do the same thing a couple years ago with an antivirus software from another company that did not work with my computer. I sent them the software, they sent me a check.
Likes Beefpies on 10/31/2013:
I'd like to know the name of a store that you can return open and used software.... don't want open and returned food or underwear, just software.
azRider on 10/31/2013:
That is how it is everywhere. once you open and install the software its yours. they won't take it back. just curious you said you called the number in the box, I assume you mean Kaspersky support. and they told you to uninstall it and use the free version of microsoft? that is very odd. Normally Kaspersky will work on it for hours and never tell you to return their own software. seems strange.
FoDaddy19 on 10/31/2013:
No store accepts returns on open software. It's not just BBY. BBY does take some deserved criticism. But in this case it's not fair to single out BBY for this policy. I would humbly suggest that the OP better educate him/herself on industry-wide policy next time he/she decides to purchase retail software. I also find it curious that Kaspersky would instruct the OP to return it's own software and go with a competitor...very strange.
arara on 10/31/2013:
How can some people think it is normal to get stuck with an item, that can only be useful if it is tested to work? It did not work, and it is impossible to find out before testing it. Helloooo! Do they work for BB?

There is no way anybody can keep a free program because everything is monitored from a cloud registration. What is in question here is good will, and good business practice.

Besides, what I paid for cleaning the computer, proves way and beyond that the quality standards of this product is a disgrace.
arara on 10/31/2013:
Thank you Klutzycook.
FoDaddy19 on 11/01/2013:
Arara wrote : "How can some people think it is normal to get stuck with an item, that can only be useful if it is tested to work?"

When it comes to computer software there are no guarantees of functionality because of the many, many, possible hardware configurations and possible condition that computer may be in this one of the reasons retail software is never returnable to the retailer. There's also the piracy/copyright issue as well.

"There is no way anybody can keep a free program because everything is monitored from a cloud registration."

There are cracks/hacks/keygen programs available for just about any software product. Piracy is still very much an issue.

"Besides, what I paid for cleaning the computer proves way and beyond that the quality standards of this product is a disgrace."

If you had a virus that's firmly entrenched on your computer before you installed the software then you're probably not going to have much success. In that situation a manual cleaning using a battery of anti-malware programs is usually called for. Using an anti-virus program after the fact is often akin trying to treat a gunshot wound with a band-aid.

With that said, Klutycook's suggestion is worth pursuing, they may or may not refund your money, but it won't hurt to explain the situation and ask.
trmn8r on 11/02/2013:
This is standard with computer software - once it is opened it is not returnable. It sounds like you possibly had a rootkit - not normally able to be removed with an off the shelf piece of software. The fault here IMO was in a CSR recommending the product in the first place.
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Be Real Careful
Posted by on
Rating: 1/51
FLINT, MICHIGAN -- I got Best Buy's credit card and used it a few times, several years ago, and during a three year time, bought two computers. The last one I got all the extra warranties, and after the year paid for extensions. (I didn't notice the amount .) . When I had a problem, took it to Geek Squad to be told the warranty had "run out". I found it strange for just had renewed it. Found out all had been renewed but they didn't renew one for "it cost less for warranty than what the costs would be"! I was furious and said I would never use them again, for the costs were very high, and cancelled the card, left never to return!

I stopped getting their advertisements in the mail; same with statement.

Last October, something said to check my charge card bill, and found they had not closed the account, but instead added a yearly membership. I was furious, called both my charge card to reverse charges and Best Buy thinking it was the last of it, and again cancelled the card!

Today received an email saying Citi Bank had bought my card and...
Called them and they said I was still current. In anger, I told them I had cancelled previously and didn't have the card. They said I still had the card. I told them I wanted it cancelled and they said before I could have it cancelled, I had to listen to their terms. I asked if there was a balance, they said no, and again asked to have it cancelled; again I had to listen to what they wanted to tell me. I refused and asked to speak to their Supervisor. I told her I wanted a letter stating I had been cancelled for proof. Am still waiting for it.

Be sure to check your way of paying the membership for if you had cancelled, you might find you had not!
     
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Best Buy Online Do Not Use!
Posted by on
Rating: 1/51
FINDLAY, OHIO -- I wanted to buy a mechanical keyboard, and I accidentally bought one without a number keypad. I called to make an exchange, but I was told that I could not return it to the store because it was a special order. I would have to pay shipping. I bought the keyboard from Best Buy because there is a store close by and you can return items to the store. I asked how I was supposed to know it was a special order, and they said, well because it says it ships in 1-2 business days. Yes folks, you are supposed to understand it is a special order by this strange shipping condition. But wait, because it gets much better. I was then told that I should have known it would not have a number keypad because it is a gaming keyboard. I am typing this message on my Razor Anansi with number keypad. I have a $3k gaming computer that came with a full keyboard.

I tried to explain that the description did not mention that it did not have a keypad, and I did not really look at the tiny picture because it was just a plain keyboard. I tried to point out that a standard keyboard comes with a number keypad. But I was told that I should have studied the picture to determine if it had a number keypad. When I complained that I did not realize that it was a special order subject to special return rules, the escalation department then told me that I had not called about special order status. He informed me that I had called about the number keypad. I had to insist that he listen to what I had to say so I could explain that I bought the keyboard from them because I could return it to the store. He was rude, abusive, condescending, and completely unreasonable. When I asked him why he did not want to work with me to make an exchange, he again pointed out that I was basically an idiot for not seeing the keyboard did not have a keypad.

Do yourself a favor and avoid Best Buy online. I have bought a ton of stuff from Amazon and have never had such a problem. They have the exact same keyboard I wanted at the same price. Best Buy is going out of business for a reason. There is no excuse to treat an online customer like this.

Follow up: When I went to ship the keyboard back to Best Buy, UPS could not find the address that was pre printed on the Best Buy Return Shipping Label, so I had to call them from UPS to find out what was wrong. It turns out the label you get has the WRONG return address on it! They cannot even print the correct return address on their own return
address label!
     
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Pete on 08/20/2013:
Thanks for the heads up. Was the keyboard shipped to the store or was it shipped directly to you?
pawskittens on 08/20/2013:
The keyboard was shipped directly to me. The return process for online items is very confusing. When you start reading the fine print, you will be lost. My paperwork stated that special order items are subject to a 25% restocking fee...but they assured me that I won't be charged that fee. I will believe it when I see it. Just another reason to avoid using this retailer.
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