Best Buy RUDE - Worst Customer Service - Treats customers as criminals. Worcester, Massachusetts

I called the store the other day to speak to a manager about returning an iPad 2 I bought on 3/21/12. I spoke with Tom, I needed to find out my options for my return because the debit card I used to pay, no longer works. Tom eventually said I could have it refunded to a different debit card, he said if they have any problems have them call him on his cell phone and he will walk them through it.

So, I go in to the store today and tell the woman, Mary, at the customer service desk that I need to return this and have it refunded back to a different debit card and that Tom said I could. She said there was no need to do that because I paid with debit, she could give me cash. I ask her if she is positive because Tom said I could not get cash, she insisted she could. She starts to process the return and ends up accidentally sending back to the broken card. She calls for a supervisor Kelly, who Post Voids the transaction and then leaves. Mary then tries to return the iPad with an exception to give me cash, she soon found out she could not. She calls Kelly back over and asks what to do, she tells her to return it to a gift card and then cash out the gift card. Kelly leaves to go get cash to give me. Mean while Mary is setting up the gift card, she ends up putting it on two separate cards because the first time the computer told her it was too high of an amount. Then Kelly comes back and gives her $380 for me to have when the return is finished and leaves. Mary tries to override with her code to cash out the gift cards, it would not work. She calls Kelly back to enter her code, it again did not work, then they call over a different supervisor Steve, he enters his code and it again did not work. He asks what is going on a Mary tells him. He then says well he should have to deal with his bank to get the money back, I then tell him I have already spoken to the bank and they will REJECT any refunds and send them back to whoever sent them. He then calls Tom, the manager I spoke with before, Tom tells him to process it as an ? OVT ? return, which I think they said is a return without a receipt. Mary and Kelly both tell Steve it would go to store credit and they don't even try to do it. At this point I have been in the store for 1.5 hours.

This is when it gets good:

They now need to Post forward the gift card transactions and try to get the refund onto a different card of mine, which is fine I have been friendly and patient the whole time I have been there. So I leave to go to the rest room and then outside to smoke a cigarette. When I come back Steve tells me they can't do anything with the return. I ask him why and he says because the computer wont let us do anything. I then tell him that Tom went through the process with me on the phone the day before and he said it would work. He said sorry it won't work and now they need to send my information to Sales Audit and have them force the return and they will send me a check. I say okay, Kelly and Steve walk away and I give my address information to Mary and i ask her if I can have something in writing saying they are sending my info to Sales Audit and that I should be getting a check from them. She goes and gets Kelly who comes back and says to me, I am not writing anything for you, you can just take your iPad home and bring it back when the sales audit is done. I say what do you mean I thought the sales audit was the return, she again repeats herself that I can take the iPad and bring it back when the sales audit is done.

Before I can say anything Steve comes back over and I ask him why I would take my iPad home if the sales audit IS THE return? He says let me ask you a question "why do you return almost everything you buy?" I said that's not true I have only returned one other thing and that is because I found it cheaper online. He said you returned a PS3 LAST YEAR, I say I don't think I did, but it's really none of his business if I return something WITH a receipt. He then gets very angry and says TAKE YOUR ITEM AND LEAVE, he repeats himself several times, and I start saying all I want is something in writing saying I will be getting a check, why would I leave a $426 item with them and just trust their word? He finally says he will write the not because Kelly will not. When he gives me the note all it says is that I am leaving an iPad with them and that the return "will be processed through sales audit?" I ask him why there is a question mark, does that mean there will a possible problem with the return? He says no it will go through and changes it to an explanation point. I am upset about being mistreated and I say your making me feel like you think I am stealing or something, especially with your previous comment about my return history. He FLIPS out saying he didn't say that and that I must be crazy to think that, and that is he did think I was stealing that he would have the police there. Then he turns to Mary and asks did I say that? She blushs and does not reply, she knew he was being VERY RUDE and did not want any part of it, he then turns to Kelly and asks the same thing, she says HE ABSOLUTELY DID NOT SAY ANYTHING LIKE THAT. I reply with, why are you being so rude to me, I felt that way and I never said he said those words, and it is very rude of your to say that. She rolls her eyes and mumbles something. I then ask Steve if he could please add to the note that I will be getting a check, Kelly says out loud are you kidding me? and rolls her eyes again. Then after he hands me the note and I go to leave, Steve turns to Kelly and says "can you FU**ing believe that guy?"

Why do they feel the need to be completely rude when I was being kind. I never asked them for cash, just to refund it to a different debit card. Steve and Kelly should be ashamed of themselves and should be fired for there rude behavior and treating me like a criminal. I was there for 2 hours and now need to wait for a check?? I have filed a complaint with the BBB and their corporate office. I hope they get fired, they need to know that they can not treat customers like total losers who aren't as good as they are, I mean seriously they work at best buy and they are going to talk down to me???