Best Buy Complaint - Best Buy Return Policy
FAIRLESS HILLS PA, PENNSYLVANIA -- Im 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 recieved a car stereo head unit as a gift valued at $100, and unfortunately it wasnt able be installed because my car was totalled 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 ~$600 dollars, I walked up to customer service to do the exhange.
Not only were the customer service reps extremely rude about my complaint, but after asking to speak to a manager, a person saying he was an acting memeber of management did not even look me in the eye, and brashly shunned me away saying, policy is policy and returned to helping other customers. And that was that. Stuck with a 100 dollar head unit. And they lost a 600$ 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 dont 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 completly 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 and etc.. no matter how large they are. Ive 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 couldnt 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 doesnt 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 couldnt 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. Ill be selling that away now of course.
And lastly, I feel for all of you who have been through these similar situations. Truely do your part in your dollar vote and dont 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.