Shopping Discussion

Pissed off at Best Buy...

  • Last Updated:
  • Dec 15th, 2017 8:24 pm
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Deal Fanatic
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Mar 28, 2005
5299 posts
808 upvotes
Ontario / Quebec
willy0275 wrote:
Dec 8th, 2017 10:40 am
Thanks for your input! Since I work in the credit card industry (online payment), I know very well how to initiate a chargeback, but thanks anyway :-) I know my bank will stand by me, with the long history I have with them, but getting a chargeback might take a while so I'll go the refund route first.
The experience I had with CC charge back lately is that if the problem is with a company one has dealt with before, the CC essentially washes their hands of the problem and wants the customer to resolve the issue directly with the merchant.
Deal Addict
Jan 31, 2007
2979 posts
492 upvotes
In this case the customer is legit. They can easily resell an new sealed product. if it was opened it would make a different. But box is sealed its got the label everything good. I just think why not return via the online store. They will send you a label and use that to send back.
[OP]
Deal Addict
Aug 5, 2015
1640 posts
951 upvotes
Montreal, QC
EEE2 wrote:
Dec 8th, 2017 1:05 pm
In this case the customer is legit. They can easily resell an new sealed product. if it was opened it would make a different. But box is sealed its got the label everything good. I just think why not return via the online store. They will send you a label and use that to send back.
Already done that. They sent me the label last evening, I sent the item this morning. Now praying it will go smoothly once they get the product. They will see it's a different scan than the product I bought. Common sense would tell you that they will figure out what happened, but in my experience it's always more complicated than it should.
Happy Koodo Public Mobile customer :-)
Deal Addict
Jan 31, 2007
2979 posts
492 upvotes
willy0275 wrote:
Dec 8th, 2017 1:20 pm
Already done that. They sent me the label last evening, I sent the item this morning. Now praying it will go smoothly once they get the product. They will see it's a different scan than the product I bought. Common sense would tell you that they will figure out what happened, but in my experience it's always more complicated than it should.
Dont worry, it will be alright :) Please let us know how it goes.
[OP]
Deal Addict
Aug 5, 2015
1640 posts
951 upvotes
Montreal, QC
Well, I sent them a short message through the Contact Best Buy button on my order making a complaint, and here's the answer...
Thanks for your email inquiry regarding our Return Policy.



Items sold by Best Buy Canada can be returned for any reason if you are not completely satisfied. Best Buy will gladly give you a full refund or exchange in any retail store location or via a Return Merchandise Authorization (RMA) that will allow you to return your products by mail at no cost to you.



Items sold by Marketplace Sellers cannot be returned to Best Buy or our stores. Each Marketplace Seller has their own return policy, which you can find on the product description page. The "Return policy" link, just to the right of the price, provides all the information you need to make a return. Please read these details carefully so your return can go as smoothly as possible.
I guess it's too much to ask to have an actual human try to help me...
Happy Koodo Public Mobile customer :-)
Deal Fanatic
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Mar 28, 2005
5299 posts
808 upvotes
Ontario / Quebec
willy0275 wrote:
Dec 8th, 2017 1:20 pm
Already done that. They sent me the label last evening, I sent the item this morning. Now praying it will go smoothly once they get the product. They will see it's a different scan than the product I bought. Common sense would tell you that they will figure out what happened, but in my experience it's always more complicated than it should.
I assume you enclosed a note with your return shipment to explain what happened.

Otherwise, if I was at the Best Buy receiving end and got a return where the product ID doesn't match the paperwork, common sense would tell me that the customer returned the wrong product.
Member
Oct 15, 2014
315 posts
145 upvotes
Saskatoon, SK
I bought a laptop online through Costco. Unfortunately I didn't realize it couldn't do what I wanted to do with it due to the eMMC drive. So I returned it at the local Costco. They took it back no problems, no fuss or bother.
[OP]
Deal Addict
Aug 5, 2015
1640 posts
951 upvotes
Montreal, QC
Cantthinkofaname wrote:
Dec 8th, 2017 5:55 pm
I bought a laptop online through Costco. Unfortunately I didn't realize it couldn't do what I wanted to do with it due to the eMMC drive. So I returned it at the local Costco. They took it back no problems, no fuss or bother.
How does this relate to my problem? Did you even read my first post?
Happy Koodo Public Mobile customer :-)
Deal Fanatic
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Mar 28, 2005
5299 posts
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Ontario / Quebec
willy0275 wrote:
Dec 8th, 2017 6:07 pm
Did you even read my first post?
I find that happens a lot on RFD - people don't read the complete thread before they comment.

And if a thread is very long and I want to comment, I read at least the last three or four pages.

One question re the issue which I don't think has been covered - did the shipping papers that came with the PC match the PC that was shipped or match the order information, ie the PC you ordered?
I think that will make a difference how quickly this will be resolved by Best Buy.
[OP]
Deal Addict
Aug 5, 2015
1640 posts
951 upvotes
Montreal, QC
krs wrote:
Dec 8th, 2017 6:20 pm
I find that happens a lot on RFD - people don't read the complete thread before they comment.

And if a thread is very long and I want to comment, I read at least the last three or four pages.

One question re the issue which I don't think has been covered - did the shipping papers that came with the PC match the PC that was shipped or match the order information, ie the PC you ordered?
I think that will make a difference how quickly this will be resolved by Best Buy.
Interesting, there were no shipping papers. Just the box. So when you scan it, it's the "wrong" computer, compared to my order ID...
Happy Koodo Public Mobile customer :-)
[OP]
Deal Addict
Aug 5, 2015
1640 posts
951 upvotes
Montreal, QC
Well, still waiting for my refund, they got the item back only Yesterday and it's 5-7 business days. Meanwhile, $920 to carry on my credit card, thanks Best Buy. I'm sending Twitters at different levels, like the Consumer Protection Office in Québec, let's see how it goes. Best Buy's website clearly states that I can return an item ordered online, in store, and there's no exception to their policy. So having received the wrong item from Best Buy should not void this policy.
Happy Koodo Public Mobile customer :-)
Banned
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May 12, 2004
9759 posts
4102 upvotes
Ottawa
skeet50 wrote:
Dec 8th, 2017 11:37 am
Thanks for the clarification. There was no reason why the local store could not have handled the return. The manager just decided to pass the buck back to the online entity.

Many retailers have set up their online entities to essentially cannibalize their B&M stores. B&M stores are evaluated on their net sales. Returns go against their sales. In some cases, even returns from the online site goes against the B&M store sales. Many managers don't see this as fair, especially when you have many customers who order items that they plan to return to the B&M store simply to meet the sales threshold for free shipping. The result is that the managers try and discourage online returns. My guess is that is what happened to you - especially since in your case the manager couldn't simply resale the item.

Again, poor service.
After going through a pretty much identical feud with best buy 7 or 8 years ago this is exactly it. In my case I brought the district manager into the mix and I had a long 'off the record' chat with him about this very problem.

He explained that online returns in stores increases their product return %, inventory turnover % and decreases their net sale %. Those are 3 of the metrics the store managers' annual bonuses are based on. It's in their own best personal interest to deny deny deny anything with a high dollar amount hoping you drive to the next store and plead your case with that manager.

The district manager said it happens all the time and as soon as they get the threat from him they'll take it back.
Censorship is telling a man he can't have a steak just because a baby can't chew it.
- Mark Twain
[OP]
Deal Addict
Aug 5, 2015
1640 posts
951 upvotes
Montreal, QC
Well, the story is ending and Best Buy online refunded the total amount... but I will have a negative balance of $920 on my credit card as the statement was just issued without the refund... so next step is to find out how I can get that money back, either cash advance (which can lead to fees) or hopefully a cheque or money transfer from the credit card bank. Thank you Best Buy Downtown Montreal "manager" !
Happy Koodo Public Mobile customer :-)
Deal Addict
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Aug 15, 2015
1513 posts
192 upvotes
Markham, ON
A lot of people shop online now, I've noticed a trend that online might be handle by people from different department that don't work at the store.

Be a responsible customer and let the online store people know they made a mistake. If they are so prone to making mistakes like this customer might stop shopping online.

There could be theft internally. Do something, if the store refuse to help.

It's the holidays right now. Lots of people doing last minute shopping online waiting for the best deal and not planning ahead. Mistake could happen.

Online shopping is not that complicated. It's just back to catalogue shopping because people no longer enjoy going to a brick and motor store which I don't understand.

Sorry about the rant.
Deal Addict
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Apr 30, 2005
2115 posts
372 upvotes
Toronto
thesick wrote:
Dec 7th, 2017 10:57 pm
he bullied you, post the location here. This wouldn't happen to me in 190 years, I'd say he's gotten away with this RIDICULOUS behavior in the past and thought you were a sheep, judging by your appearance. At the very least I'd expect you to call customer service right there on speaker. Some people really really hate confrontation or shall I say taking a stand for themselves. You can easily have his a$s written up
about 3 years back, I escalated my complain to the headquarters customer relations director - at least that was what I had been told, the only thing I got was "we are truly sorry for your inconvenience..." blah blah usual BS talk, you know it. I will not say I will never buy anything from them but chances are very slim. because BB rarely have truly hot deals, by this I mean, i have passed the age getting all excited saving 50 or 100 on a camera or phone etc if it's not straight forward deal and you have to go through the loops to get it done. I will just buy it down south or forget about that deal.

more than 10 years ago, people have labelled 4 worse stores (for electronics):BB,FS,Radioshack (now the source), not sure about the fourth one, Staples? maybe even more so today.

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