Alexis Higginbotham sent a message to Hubert Joly that said:
Dear Mr. Joly,
I find the 12/21/2018 article in CNN about Best (Worst) Buy to be highly amusing and completely inaccurate, most specifically in regards to your customer service.
https://www.cnn.com/2018/12/21/business/best-buy-ceo-hubert-joly/index.html
Your Return/Exchange policies are antiquated and only serve you; they certainly do not serve the customer.
Let me share with you two experiences. I should have learned my lesson from the first experience, but foolishly, I gave your store another try. God knows why. I guess I needed to go through the stress and hassle of the second one before I finally realized my relationship with Best Buy was finished.
As I am sure you do, I buy spare ink cartridges so I donât run out of ink in the middle of a printing job. Last year I bought a printing cartridge from Best Buy. I tried to use it a month after I bought it and found that it was dry. Your Return/Exchange policy of course forced me to eat the cost of an overpriced HP color ink cartridge because you only accept returns or exchanges up to 14 days.
Next, I bought a refrigerator in Sept 2018. Within two months the freezer stopped working. When I called your store to exchange it, I was told the window for returns and exchanges is still only 15 days. Even if the product is defective â only 15 days. 15 DAYS. I was told I should have paid an additional $60 for the warranty. Really?
I shop a great deal on Amazon and Jerryâs Artarama, but I could list a wide variety of other stores and companies whose return policies also do not force the customer to eat a loss, particularly on defective merchandise. Itâs not as if Worst Buy loses any money on defective products. I know you return them to the manufacturer, as I had to do with this refrigerator. I had to do all the hassling and deal with the inconvenience of contacting the manufacturer, setting up an appt. to return the piece of crap, etc. Best Buy. Did. Nothing.
You wonât get another dime from me. And I will make sure everyone I know is aware of the incredibly lousy customer service you offer. There are plenty of other merchants who carry the same merchandise as you, who take better care of their customers so they want to come back again. Best Buy definitely isnât one of them.
Merry Christmas, Mr. Joly.
Sincerely,
Alexis Higginbotham
Santa Fe, NM
