Best Buy — defective product/lack of customer service
On Thursday, March 22, 2018, I attempted to return an LG sound bar I purchased from Best Buy on January 5, 2018. I had all receipts and peripheral items with me. The issue was an easy one. The item performed at first but then simply quit working. More specifically, it began to work intermittently and then quit altogether. I took the item back to the store I originally purchased it from, store # 254, 6315 E. Southern Avenue, Mesa, AZ 85206. I asked for a refund as the item failed to perform. I was told that was not possible as Best Buy's agreement with the manufacturer was such that the item needed to be sent back for repair. I immediately informed them that I did not want a repaired item back, but wanted a refund instead so I could pursue other avenues for my needs. I asked to see the manager and again explained what I wanted. He flatly refused and had a "take it or leave it" attitude. I really had no choice and the manager told me so. I could simply abandon the item there and take a loss, or get back a repaired item. Moreover, I would have to come back to the store to pick it up once repaired. Not even a courtesy of sending the repaired item to my home. Customer Service? Yes, when the customer does all the work I suppose. I then asked for the name and address of the Area Manager. I was told there was no address. Baloney. Just trying to put off a customer. I did get a name and number but, after several attempts to contact the alleged Area Manager, all I get is that the "Verizon customer is not available to take calls" recording. And, no opportunity to leave a message. Again baloney. This is customer service? This is nothing but a sham and Best Buy hiding behind a shaky policy that leaves the paying customer lost in the weeds. An Area Manager that has no business address and provides no way to leave a message? I'm not at all surprised that Amazon is outperforming and out selling Best Buy by a lager margin. I know these things rarely, if ever, get resolved, but felt compelled to document it. Customers will vote with their pocketbooks and feet. Shame on Best Buy.
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