Report: #575280

Complaint Review: BEST BUY STORES

Submitted: Sat, February 27, 2010
Updated: Thu, March 04, 2010

Reported By: Gary — Brooklyn New York USA

BEST BUY STORES

8923 Bay Parkway, Brooklyn, New York United States of America

Phone: 718-265-6950
Web:
Category:

BEST BUY STORES Alexander (Store Manager) Refused to provide his last name. Riped Off by Best Buy Store 599 Brooklyn, New York

*Author of original report: Update 3/3/2010

*Author of original report: 03/02/2010 Update

*Author of original report: 03/01/10 Update

*UPDATE Employee: Hmmm... interesting...

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3Author 1Consumer 0Employee/Owner

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On 2/24/2010 at 9:05PM, I have purchased a Cordless Desktop MX5500 Revo keyboard & mouse set at above mentioned store. It was a birthday gift for my wife. When she opened a box, it was the whole bunch of different items, none of which belong to the item purchased. We brought this back to the store the following day at 1:00 PM, in less then 24 hours for an exchange. While waiting on the line to exchange the product, person in front of us has returned 2 products back to Best Buy. Store employee failed to even look at the boxes that were returned back to them. I have asked them a question how they are taking the item back without inspecting them. The answer was "The box looks good". After explaining what have happened, store manager Alexander advised us that there is nothing that they can do, and said that this is a Small Claim, and nicely asked us to leave the store. He said to deal with the manufacturer of the product directly. After lengthy conversation with the manufacturer they suggested that the mix up happened at the store. Because none of the items in that box belonged to that set. It looked like someone shoved old used products in that box. I have called the Best Buy Corp, and spoke to Customers Relations operator that said that this issue can only be resolved by the store manager. Please help. I have lost $185.08.

Best regards,

This report was posted on Ripoff Report on 02/27/2010 01:36 PM and is a permanent record located here: http://www.ripoffreport.com/r/BEST-BUY-STORES/Brooklyn-New-York-11214/BEST-BUY-STORES-Alexander-Store-Manager-Refused-to-provide-his-last-name-Riped-Off-by-B-575280. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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3Author 1Consumer 0Employee/Owner

Updates & Rebuttals

#1 Author of original report

Update 3/3/2010

AUTHOR: Gary - (USA)

SUBMITTED: Thursday, March 04, 2010

I received a call from the Richard B, Customer Solution Manager from the same local # 599 store. He offered me to come to the store with the old piece to see what he can do for me. As soon as I arrived to the store, he knew my name, was very nice spoken individual that made me feel welcome with complete understanding of my problem. After opening the box, and looking at the old stuff, he offered me a replacement unit, gave me his business card number with the cell phone number, and said if I need anything in the future not to hesitate to call him. Turned out that Alexander was a floor manager working part time. My wife said that the new Logitech MX-5500 is unbelievable. Thank you Rich, Shame on you Best Buy!

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#2 Author of original report

03/02/2010 Update

AUTHOR: Gary - (USA)

SUBMITTED: Tuesday, March 02, 2010

Got a word from Best Buy. They are just blaming on the manufacturer of the product:

"Hello,

Thank you for that information, and it is quite concerning that you received the incorrect products within the sealed package of your desired wireless keyboard and mouse set. I do apologize for the troubles that you ran into at the store location w/the management and I will surely address your concerns internally within the proper channels of store management. That being said however, we would not be able to accept this item back because it is indeed the incorrect items inside, and you would have to consult the manufacturer. I realize that within your post, you stated you did this; but we do not package the products that we put on our shelves-that is done solely by the manufacturer.

I hate being the bearer of bad news, but this is our answer and we would not be able to accept your keyboard and mouse set back.

Regards,

Justin"

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#3 Author of original report

03/01/10 Update

AUTHOR: Gary - (USA)

SUBMITTED: Tuesday, March 02, 2010

So far I have made a post at Best Buy Forum. (Good place to go to read about other screw ups at Best Buy). I made a report available on quite a few Web Sites just as "Buyer Beware" fraud information. Got one response from the Forums Administrative Department. (Achievement). He said he will look into this issue. I also would like to send box to the manufacturer of the product to see how the seals were tempered. And if seals were tempered, I can keep Best Buy liable for the loss.

I accepted the loss already!, Best buy has lost a customer that spent at least $10,000.00 at Best Buy from the time that they opened up. Now, I will fight back for "Customer is always right!", and I am the customer not a crook that switches the product, and incompetent people are conducting business.

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#4 UPDATE Employee

Hmmm... interesting...

AUTHOR: Drawtaru - (U.S.A.)

SUBMITTED: Monday, March 01, 2010

First of all, I would like to say that I'm sorry you have had trouble with this.

Unfortunately, there's not really much you can do. There is no way that you can prove that the product was that way when you bought it, and there's no way Best Buy can prove that the item was returned incorrectly.

This happens a lot. When I first started working for Best Buy, I was given an iPod to put back on the shelf that had been a return; when I thought it felt kind of heavy, I opened it, and found two ceramic tiles in the box. Customer Service laziness has always been a problem. How much effort does it take to look in a box and look at the picture on the box and determine if they're the same thing? Just the other day I was given a camcorder to put back on the shelf that had been returned as new-in-box, even though it had an open-box sticker on it from another store, and had been returned with no battery, charger, or cables. Trust me, it's just as frustrating to employees as it is to customers.

But to play devil's advocate, we get A LOT of customer fraud like this. We have to call a manager now, every time a harddrive or graphics card is returned, so the manager can inspect it before we can return it. There's a huge problem with customers buying a new product, putting their old product in the box, and returning it, saying that the wrong product was in the box when they bought it. And we have no way to prove if the customer is lying or telling the truth.

What I would do is call 1-888-Best-Buy and talk to corporate about it. Corporate can get in touch with the district manager, who has much more sway than the store manager does.

I hope you get this worked out!

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