Best Buy Complaint - Best Buy - Words cannot express the way I feel
WATERTOWN, MASSACHUSETTS -- On the evening of March 9th 2004, I visited the Best Buy store in Watertown and purchased a Sony DSC-F717 digital camera for $599+taxes. On reaching home, I opened the bag and found that the box was unsealed. On opening the unsealed box, I found that the camera in fact was a used, Sony DSC-F707 model. I returned immediately to the store to exchange the product and was advised by the Ops manager Brain that they were unwilling to exchange the camera as they believed the box to be sealed at the time of the sale. I disputed this fact as I had a witness who was present at the time when I both purchased the camera and when I opened the bag. In fact, I even called the police to try and get this resolved, but the store was still unwilling to exchange the camera. This incident was recorded with Watertown police. The Ops mananger said that my only option was to call their corporate headquarters to resolve this matter.
During the conversation the next day with Tamara at corporate HQ, I was told that this type of matter is always resolved at the store level and to speak with the General Manager, Michael Kelly. When I called the store to speak with Mr. Kelly, I was told that he was not at the store on the 10th and that he would be there on the 11th March. So, I went back to the store on the 11th, only to be told that Mr. Kelly was not in and that he would be at the store on the 12th March. At this point, I spoke with the Ops mananger Brian again and left a letter with him to hand over to Mr. Kelly explaining the situation and requesting him to exchange my camera.
The next day on the 12th, I called Mr. Kelly only to be told that they were still unwilling to exchange the camera.
Given Best Buy's reputation, I felt totally digusted at the way that I have been treated. To make matters worse, I paid for the camera with a debit card and the money has already left my account. I have logged this matter with the Better Business Bureau and will continue to notify every agency including the Office of the Attorney General, until this matter is resolved. I'm hopeful that this matter can be resolved without further legal action.
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