Complaint Rating:

Company information:
Best Buy
Gainesville, Florida
United States

This one takes the cake! Spent $1400 on new mac PC. Worked fine the very first day, but on day TWO, the letter "p" on my keyboard decided to retire. Fine, I take my TWO DAY OLD, $1400 mac for an exchange, with receipt in hand. Was told at the store that since the keyboard worked SOME of the time, they couldn't swap it out. Um, excuse me? I just paid $1400 for a computer that worked for just one of two days, and you're telling me too bad? At the store, Keith wouldn't exchange it, asked for his boss- Bennie then said same thing. I'm fuming at this point, demanded to speak with the entire store mgr. Then Brenda, who looked like a regular clerk, says she's the manager, and they won't exchange it. I ask who she reports to. She says nobody. I say baloney (or something like that), and deciding I'm getting nowhere at the store, leave and call corporate. The clowns at the store even had the nerve to say I should have bought the extended warranty! This is on a TWO DAY OLD computer! So anyhow, get nowhere at tier one of corporate, demand to speak to HIS boss. While on hold, i'm listening to BB pre-recorded info, saying bring back most merchandise, including computers, w/in 30 days, with receipt. I WAS TAKING BACK A TWO DAY OLD, DEFECTIVE, $1400 COMPUTER! Gets worse, they say ok but 15% restock fee. I say baloney, no way am I going to pay you more money for selling me a defective computer. After going round, and round, and round, and round, for hours, both at the store, as well as dealing with corporate, I was told that the restock fee could be negated by giving me a gift card. I said no way, I don't ever, nor will, shop here again. I said instead, you are going to give me an exchange, without any baloney fees, so I will get what I rightly paid for. I refused to budge, was adamant that I would go directly to the CEO if need be, so corporate finally said "'Ok, you can go pick up your exchange." So, got a new mac, after MUCH, MUCH, MUCH, MUCH hassle, they finally realized that I was not gonna back down, and believe me, I can be a royal pain if need be. Just tell whomever you're on the phone with at corporate that you're not in a hurry, in fact you have them on speaker while you're watching TV and drinking beer, so you have all day to resolve the problem, whatever it takes. But be very clear that you are not going to quit until the problem is solved. Don't cuss at them, otherwise they can hang up on you. But if you are as much of an butt to them as they are to you, eventually they will finally do what they should have in the first place. A company with policies like this is DOOMED.