03-07-2019 03:16 PM
Bought a modem and router on the 11th of Feb 2019. Had issues with getting the equipment working correctly with Xfinity. Figuring I had 30 days to return being an Elite member (as I have been year after year) no worries, right? Wrong!!!
At some point in the past few days my Elite status expired and all of a sudden so did my extended return time frame. Suddenly kicking my return window back to 2 weeks. Completely unacceptable!! When i questioned if they could look back and check the date of my Elite status expiring the manager rudely said absolutely not. There's no way for me to check on that information. Doubtful!!
The customer service person was great and helped all she could to work around the return date, and I thought all was well, the manager mentioned store credit. Store credit for items that should've been able to be returned to my Best Buy account because of my Elite status expiring??!! You have to be kidding me!! Was then told I can take the store credit or nothing!. Really??!! So now I have to possibly pay interest on a purchase that should've been able to be returned??
Rewards program huh? Thanks Best Buy for the customer loyalty. Been spending $1500.00 - $3000.00 annually for more years than I even remember and some years more than that....Well not anymore without some kind of resolution to this.
03-07-2019 04:25 PM
Hi there PaulTetreaultJr. and welcome!
Thank you for reaching out to us regarding your recent return experience. Expecting to have 30 days to return a device and finding that you are beyond our normal 15 day Return & Exchange Promise would leave most feeling confused and frustrated.
Our tier expiration just occurred, as it does at the end of every February, so it's possible that if you did not meet the spending requirements that your tier status expired and you were converted to our core tier. Returns and exchanges are based on your tier status at the time of the request. If you were an Elite member at the time of purchase but your tier expired, your returns and exchanges would then fall under our core benefits. For more details, you may wish to review the article below.
The ability for a store to review a My Best Buy membership is quite limited. The most relevant piece of information they could do to check on a tier status is look at the status listed on receipts. Outside of the purchase's return and exchange period, any return or exchange, even for store credit, would be considered an exception.
I'm glad to hear the store was able to offer a solution, though it seems you're still dismayed by the outcome. I would be happy to review your membership with you, so please see that I am sending you a private message. You may check your messages by signing into the forum then clicking the envelope icon in the top right corner of the page.