Best Buy Complaint - Best Buy does NOT care about customers, only making money
HOUSTON, TEXAS -- I have been exploited by Best Buy twice now. On Sept 26, 2004 I purchased a $200 car stereo for my son’s birthday and while I was in the store decided to purchase a router and adapter to install for a second home computer. This was a project no where near the top of my GET DONE list, but since I was in the store I bought the items I would need and did not even think about reading their exchange policy. I felt that, just like at any other store, as long as I didn't remove the wrapping or lose the receipt, I could return it. The car stereo I purchased for my son's birthday stopped working approximately 45 days after purchase, which was 15 days beyond the warranty period and since I had not spent additional money to purchase the extended warranty, was not covered. I did not feel it was fair, but I gave in and purchased another brand of car stereo from Best Buy (another $200) and of course, the extended service warranty this time(more $$$). I still was not aware of their very rigid very unrealistic 30 day policy--I guess Best Buy feels shoppers read walls and receipts, but I truly do not think the average shopper does. Instead I feel customers trust that if a purchase is returned, with the receipt and unopened (the two boxes are still in shrink wrap) they will be taken care of with respect and compassion. Life doesn't always fit neatly into 30 day boxes. During this same time period, my son was diagnosed with Type 1 diabetes requiring 4 to 5 injections a day, a lot of monitoring, meal planning and many other challenges. When I went to the Woodlands store after work on March 1st, I spoke with the manager on duty who was a rather young man with a lot of attitude that told me that was too bad about my son and the car stereo but there were absolutely no exceptions to the return policy for the adapter and router I had purchased. I felt his youth and inexperience was to blame for his lack of communication skills, conscience, and fair play, so I went the day after at lunch to the location by my office at 7318 FM 1960 West in Houston, TX and spoke to the manager on duty, Ryan Thomas. He told me that I could not have my money back, but that I could use the $200 on something else in the store, but I had to do it right then. I did not have the time or the need to purchase $200 worth of stuff from Best Buy, I just wanted my money back. That young manager at the Woodlands store had told me that no electronics retailer accepts returns after 30 days. When I got home that night I decided to call Fry's Electronics at 10241 North Freeway in Houston to see. I explained to that manager that I had purchased a computer router and adapter more than 30 days ago, but was unopened and had the receipt. The Fry's manager explained to me that they did have a 30 day return policy, but since there was a receipt and the boxes had not been opened, he would take care of it. That is all that customers want; to be taken care of. I don't want to take advantage of any one or any store, but in the same respect, I don't want any one or any store to take advantage of me. I feel Best Buy has done that not once, but twice now. There's even more. I decided to call their corporate headquarters. Their automated phone system recycles the caller back to a list of options that only allows for a purchase or a few other limited choices. I called in again 612 291 1000 and asked to speak to a customer service representative. The receptionist asked what for and I explained it was regarding their 30 day return policy. Then the unthinkable happened. The receptionist herself told me, in a hostile tone, there are no exceptions for any reason. Have you seen the bank card commercial where the telephone representative can only say "no" -- my experiences smack of that treatment. I really cannot believe that a retailer with that attitude can even stay in business. I also can't believe that I was treated the way I was by this heartless, cold and uncaring corporation. What ever happened to the customer always comes first ? I appreciate any help you can give me and certainly hope you are more successful than I in breaking down their incredible brick communication wall.
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