Epson/ink Cartridge / Customer Service
I ordered an ink cartridge for my printer in mid-December. I was being proactive and I knew I would need it soon. I ordered the ink cartridge from Bestbuy.com with a gift card. I received the cartridge by normal ground delivery and set it aside for later use.
I needed the ink cartridge in mid-February (2 months later). I attempted to install the cartridge, but quickly determined the cartridge was the wrong one. I checked my receipt and BestBuy.com made a mistake. The part numbers didn’t match up from the receipt to the received product. I called customer service to get an exchange. I was transferred around a couple of times and then the call got dropped. Before I was dropped I was told the ink cartridge can’t be returned since I’ve had the product longer than 14 days. I called back and was transferred around a few more times. I finally talked to someone that understands that BestBuy.com made a mistake and set up the return. The understanding came after some serious discussion. A return had to be made since BestBuy no longer carries the ink cartridge for my printer. The customer service representative set up the refund to be put back on a gift card...The exact gift card that I purchased the ink cartridge on. The gift card was depleted and BestBuy had it after my last purchase in the store (keep that in mind). The customer service representative said the returns department would do the refund on a new gift card.
The next day I got an email from BestBuy saying that my return would not be accepted, because it was past the 14 day return grace period. I called customer service again that day. I was transferred around a few times and then the call was dropped. I called back again and the representative told me to return the product to the store. I should have known better at this point, but BestBuy made a mistake and they needed to live up to it.
I went to my nearest BestBuy store in Cranberry TWP, PA. I talked to the returns person and got no where. I asked to speak to the manager. The manager immediately got defensive and argumentative. I have never been so insulted or spoken to so rudely in my life by a store that SHOULD want MY business. This woman was treating me like I was a criminal. First the story was that nothing could be done since it was past the 14 day return policy – BestBuy made the mistake! Next I was told there was nothing she could do since I didn’t have the original gift card – what a bunch of crap! Then I was told you can’t return items to a BestBuy store that was bought on BestBuy.com – what a bunch of crap! This manager obviously knew nothing about customer satisfaction! Finally I was tired and didn’t want to lose my cool so I left.
I went home and called BestBuy customer service again. I was transferred many times. The last customer service representative got argumentative with me. I asked to speak to her manager. I was put on hold for over ten minutes and I finally gave up.
I realize this whole problem was over an ink cartridge for a printer, but BestBuy was at fault for the original mistake. After getting disrespected by BestBuy time and time again it became personal. I had a small problem that should have been absorbed by BestBuy for their mistake even though it was past their return policy. BestBuy will try and wear you down until you give up and don’t have the energy to make the return. I’ve read many interesting stories on the web and I’m not alone. Now I feel fortunate for the situation considering my problem was only a $32 ink cartridge. Why do I feel fortunate that BestBuy didn’t take the ink cartridge back? Now I won’t make the mistake of ever making a major purchase at BestBuy. In fact…I won’t make the mistake of ever buying anything from BestBuy again!
I MEAN NEVER!!!
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