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New Member
Posts: 1
Registered: ‎01-20-2020

Return policy

Purchased a landline phone on Jan 4- spoke to a representative and told him I needed it to have a headset jack (for a previously purchased headset).  I selected the one he recommended (checked a 2nd time it had a jack).  The models on the rack do not permit you to remove and check for such details.  Got it home and opened the box- no headset jack available!  


Today, drove 30 mins to the store to return it (due to their mistake).  I was 1 day over the ridiculous time period and would only be eligible for store credit,  Told them I wasn't interested as I would never shop there again due to their poor advice and awful return policy. Still no joy after talking to the manager.


So BEST BUY unlike years ago when we had limited choice to buy our electronics and were forced to shop with you I will now be taking my money elsewhere.  You denied a customer fair and proper treatment, citing policy, which was a result of your inefficient staff member.


From now on, I will be shopping online at reputable stores who take returns especially after their mess-up.

Best Buy Employee
Posts: 1,204
Registered: ‎01-09-2015

Re: Return policy

The store credit is a way of saying yes to your return, even when you’re outside of the policy. Normally, when an exception is not made for you the item isn’t returnable. We offer the same thing in my store to customers when we know they have a product that isn’t going to work for them so that they are not stuck with it. How did you request your receipt at the time of purchase? Generally speaking, the return period should have been attached to the receipt whether a paper or email receipt is requested. What we’ve found is that Standard 15 days is enough to test out an item and ensure it’s the right product. Surely it seems that it was in this case since you determined it did not have the feature you needed when you returned home and opened the box.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 524
Topics: 30
Kudos: 150
Solutions: 25
Registered: ‎10-03-2017

Re: Return policy

Hello, Ishannon, 


Thank you for joining us here on the Forums, and welcome. 


I appreciate you sharing your feedback with us and I'd like to tag along with what jdogg836 had been saying. It is true that when an item is outside of our Returns & Exchange Promise, one way that we can still say yes to a return is by offering Store Credit. This can then be used on the item that would work for you instead of the one that you'd purchased. I apologize that we weren't able to return the funds back to the form of payment, but if you're still needing that new landline phone, we'd be happy to help you find the one that works for you. 


Best regards, 

Cameron|Social Media Specialist | Best Buy® Corporate
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