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New Member
Posts: 3
Registered: ‎12-27-2017

Unacceptable support on return

I purchased a pair of Jaybird X3 headphones on Friday. They were on sale. They were defective and I went to the store to return them today. I waited 45 minutes for support and was told that I could return or exchange. I told him I wasn’t sure if I wanted to exchange or not – I wanted to look at the other headphones available before making my mind, but I intended to leave the store with a new pair today.

 

He said that if I returned them I could just repurchase them.

 

3 minutes later I returned to his register – he hadn’t even started helping another customer yet. I told him that I decided to try them again and would just exchange / repurchase. He told me that they were no longer on sale and I would have to pay $50.00 more now. I explained that he said I could exchange them one minute ago.

 

He told me that he could only do the exchange for 60 seconds after processing the return.   Since it had been 180 seconds there was nothing that he or the store manager could do. I asked for further help and he declined.

 

Is this an acceptable result for corporate Bestbuy? This is a ridiculous outcome and unfair.

 

 

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New Member
Posts: 3
Registered: ‎12-27-2017

Refund / Exchange Misrepresentation Cheated Me Out of $50

I purchased a pair of Jaybird X3 headphones on Friday. They were on sale. They were defective and I went to the store to return them today. I waited 45 minutes for support and was told that I could return or exchange. I told him I wasn’t sure if I wanted to exchange or not – I wanted to look at the other headphones available before making my mind, but I intended to leave the store with a new pair today.

 

He said that if I returned them I could just repurchase them.

 

3 minutes later I returned to his register – he hadn’t even started helping another customer yet. I told him that I decided to try them again and would just exchange / repurchase. He told me that they were no longer on sale and I would have to pay $50.00 more now. I explained that he said I could exchange them one minute ago.

 

He told me that he could only do the exchange for 60 seconds after processing the return.   Since it had been 180 seconds there was nothing that he or the store manager could do. I asked for further help and he declined.

 

Is this an acceptable result for corporate Bestbuy? This is a ridiculous outcome and unfair.

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Recognized Member
Posts: 117
Registered: ‎11-11-2016

Re: Unacceptable support on return

Since your original Jaybird’s were defective Best Buy should match the sale price you originally paid as long as it’s being exchanged for the exact model and color. I’m not exactly sure what the 60 and 180 second thing is, but if the associate processed the return already you can just rebuy them.
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New Member
Posts: 3
Registered: ‎12-27-2017

Re: Unacceptable support on return

Thank you for the reply. 

 

In short, no, I cannot repurchase it for the same price because they are now selling it for $50 more.

 

The 60 seconds refers to the time period that he says he is allowed to cancel the refund and change it to an exchange transaction.  He says that after that - they are unable to change the transaction in any way.

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Posts: 1,976
Topics: 64
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Registered: ‎10-19-2017

Re: Unacceptable support on return

Hello storefailure,


Thanks for reaching out on the Best Buy forum!  I’m disheartened to hear that you had a difficult time with your Jaybird X3 headphones. Wireless headphones can be really nice, especially when exercising or at the gym!  It sounds like a pretty frustrating situation at the store when you decided to exchange your items instead of solely returning it.  


Generally speaking, if an item is completely returned, then they may not be able to un-do the transaction, but speaking to a manager at that time to see what options may be available would have been a good move.  As you’re saying you weren’t able to speak to a manager that makes the situation doubly frustrating, I’m sure. I would be happy to take a closer look at your situation. Can you please send me your phone number and the customer service PIN that should be located at the bottom of your return receipt?  Please send that information in a private message by clicking on the blue “private message” button in my signature. 


Thank you, 

Kayla|Social Media Specialist | Best Buy® Corporate
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