Maureen sent a message to Hubert Joly President and CEO, Best Buy that said:
Mr. Joly,
I am writing regarding an in-store cell phone purchase that has made me re-think my relationship with your store. See, I was never a Circuit City or Wal-Mart kind of girl. For me it was always the big blue store that promised to find just the thing I needed, and to make it right if anything bad happened. I remember the Geek Squad restoring my first laptop with an important paper during finals week, and the nice people who helped me pick out a new one four years later when the time came to replace it. I remember the guys being able to fix my digital camera right before prom, and then being there to help me pick out my first smartphone. Sure, things were a little more expensive in your stores, but your knowledgeable employees and customer service experience were well worth it. I would never have dreamed of purchasing electronics anywhere else.
A little over a week ago I went to your store to purchase an iPhone. Now, you were running two great promotions, one that was starting that Saturday ($200 for a 128gb iPhone 6s) and one that store staff said would probably end that Saturday ($200 trade-in for an iPhone 5 or newer). That meant that I had to buy the phone that day if I wanted to take advantage of both deals. I understood that stock is on a first-come, first-serve basis so when I saw that the closest store was going to be a three hour drive, out of my sales-tax free state and into a sales-tax one, I figured it was worth it given the deals available and my previous experience. Now, the staff had a lot of customers to deal with that day as it was the day after Christmas, and there were some technical issues with their system that they had to overcome, but the only things I was insistent on were that the other line on my plan not be changed in any way, and that I was going to make the purchase using a mix of gift cards and a credit card. This was important because my purchase would be protected from damage or theft for 120 days, and it would add an extra year on my warranty with my credit card. Somehow in the two hours of technical issues, other customers needing assistance, being handed off to other employees, and a manager being consulted, the phone had to be returned and then re-sold to me. Though my credit card, ID, and gift cards were on the table and I had told the employee helping me, the credit card was not used. I did not realize this until I got home. I called a store near me last night, and was assured that I could bring the phone in to any Best Buy, go straight to mobile support, and they could help me. I drove right to the Newington, NH location and was told that nothing could be done because I had purchased the phone in Massachusetts and the system would flag it for tax evasion. This was disappointing because I had no problem paying the tax, and I would have appreciated being told I would not be able to fix the transaction when I called. I then called customer support, who told me they needed to speak with the store I had purchased it in, and to call back the next day. I called this morning and was told that there was nothing mobile support could do, but send me to the "back office". I was transferred to the back office, but then transferred again to the "mobile back office" where I was told that there was nothing they could do. I asked them to call a convenient store location for me to confirm the sales tax issue. They called the Manchester, NH store who told them that because I had traded in my phone I could not return it and purchase it again. This made no sense. I was told repeatedly that there was nothing they could do to help me. Since the trade-in explanation seemed to imply that I made the purchase with the gift cards I received from my trade in, which was not the case, I then tried to call the Manchester, NH store to clarify; however I was put on hold repeatedly and then hung up on. I am still unclear as to why my problem can't be solved.
I understand that people make mistakes and sometimes don't have the right information; however it shouldn't take multiple car trips, phone calls, and waits in line to be helped. If there is a reason why I can't return and then re-buy an item it should be the same one no matter what store or hotline I call, and if you can't fix something or offer my any compensation you should at least be up front about it instead of telling me to call back or come to a store. I have now wasted a lot of time, energy, and resources trying to fix a mistake that I didn't make, and that is making me re-think ever making a purchase again at one of your stores.
Sincerely,
Maureen
