Me: 30 minutes after buying a TV, I had to return it because the screen was broken. The nearest Best Buy said I had to go back to the Best Buy where I bought it. So I drove there. They said they could not refund or exchange cracked screens. So I left the TV there. I'm out $329. I have never had this kind of retail experience anywhere!
(Note to readers: I've also never had a TV break getting it out of the box, so that was a totally new experience, and I thought exchanging it would not be such a hassle because don't most stores want to keep the customers happy? What about all those stories about people buying monster TVs just to watch the Superbowl and then returning them? It wasn't like I wanted my money back, just an exchange. But the kids at Best Buy were -- nope. You get nothing. And they were shocked when I left the broken TV. Really, what do I want with it? It had a huge crack across the screen. I almost immediately got a reply from "Dave."
Mariane, I do apologize for any inconvenience you may have faced. While our options are mildly limited in scenarios like this, I would love to reach out to the store's leadership team to discuss this situation further. In order to do so, I simply ask that you provide us with the following: Full Name, Email, Phone Number, Purchase Info, Store Location, Individuals You Worked With. Once we have those details we'll be able to proceed further and see what options we have, if any. -- *Dave
Me: Why are you "mildly limited" and options are "if any." That is bad customer service. (I emailed a photo of my receipt as all the info they were requesting seemed invasive.)
Hello again, Mariane. Thank you for following up with us! I hope you don't mind me jumping in here as Dave is currently unavailable. While we appreciate you sharing a copy of your receipt, would you mind also sharing the details Dave specifically requested? I've provided them again for you convenience. Regards, ^Tasha.
(I'm beginning to wonder what the symbols in front of their names mean. So, reluctantly, I provide the information, using an email address I don't usually use, adding "I dealt with three people in customer service and three in Returns. I did not get their names. I didn't want to make a scene collecting names."
Hello, Mariane. Thank you for sharing these details with us! Devises that are abandoned at our stores and damaged may be recycled, so please know that I'm reaching out to the Glen Allen store in regards to your TV's current status. Once I have more details for you, I will be sure to follow up. Sincerely, ^Tasha
Suddenly, I start getting big newsletter emails to that seldom used email account I gave them about Best Buy sales!
You now signed me up to get sales emails!!! Without asking me? That is terrible customer service, and outrageous considering my treatment in the store.
Hello, Mariane, I hope you are enjoying your day so far. Tasha is not available right now, but we never want to keep our customers waiting for a reply. Our specialists are always required to operate within the Terms of our Privacy Policy, which I've included a link to below. If you are receiving unwanted emails, there should be an option near the bottom where you can opt out or unsubscribe. (Note: There isn't or it is well-hidden.) As of yet, there has not been a response to Tasha's email to the Glen Alln store. Once there is an update, she will check back in with you here. We appreciate your patience as we wait for additional communication on the status of your television. Sincerely, ^Sarah
Me: The TV has a big crack in it and I don't want it back. I would like a refund.
Hello again, Mariane. At this time, please know that a refund may not be possible as the TV may have been recycled after it was left at the store. (Note: Why would that negate the refund?) Furthermore, under our Returns and Exchange Promise damaged items are not considered returnable.
Once I have more details from the store regarding this issue, I will be sure to follow up with you. Thank you, ^Tasha
Hello again, Mariane, I apologize for the secondary message, but I noticed that you mentioned being enrolled into marketing emails in your previous contact which Sarah responded to. I apologize if you did not wish to be enrolled. To elaborate on what occurred, I was unable to locate a customer profile for you, as the purchase was ultimately under who I assume to be your husband's profile as it was put under his Best Buy membership. I created a profile for you to ensure this was appropriately documented under your name, and you were automatically enrolled. As Sarah mentioned, you are able to unsubscribe from our emails, but I've also ensured you've unsubscribed on our end. Please allow some time for this process through our system. Please also be aware that as I see you paid for the TV and it was not your My Best Buy membership, that these memberships are intended for individual use under our My Best Buy terms. Sincerely, ^Tasha.
(Note: I don't know what they are threatening here, since I didn't use my husband's Best Buy card but my own credit card. They asked for my phone number when I was checking out and connected me to his account.)
Hello again, Mariane, I hope this message reaches you well. Please know that I've received word back from our Glen Allen store regarding this issue. Based on the damage incurred, we would not be able to accept this back for a refund. At this time though, the unit has not been recycled. You are welcome to pick up the unit within 60 days of abandonment. Beyond this time frame, the unit will be recycled. Respectfully, ^Tasha
(Note: I come to realize because of the overpoliteness and rigidity of the writing, I am dealing with either automated replies or outsourced people in China or India who are just cutting and pasting in prearranged text.)
Me: There is no way I am ever going to your store again, so I won't be getting the TV.
Hello, Mariane, I see you've been working with Tasha again, and she has already left the office for the day. I will be sure to let her know we received your reply. If you do change your mind, the store will have the television available for 60 days from the date if was left there. If you have questions or concerns we can assist with in the future, please let us know. Sincerely, Sarah, Social Media Specialist
After that, they amazingly put a link where I could rate their customer service with a series of green smiley faces to red unsmiley faces! And that was it. I then went to my credit card website and challenged the charge, so it was put in limbo for 60 days. Then the credit card called me and said Best Buy says you have the TV. I said, I do not, and sent them the series of Direct Messages, so that's where we are now.
Update: My bank reversed the credit card charges, so I got my money back, and I never made a purchase at Best Buy again.
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