This report is in response to the poor customer service ethics and unfair policies of Best Buy.in January I purchased a Samsung DVD player with cash at the Poughkeepsie, NY location.
My husband & I used it once without incident but on every subsequent attempt, the player would not function.
On March 30th, I spoke with the Poughkeepsie store manager, Josh, and explained I wanted to exchange the defective DVD player for a working one. I was quoted their 30 day return/exchange policy and was bascially told nothing would be done to help me.
It is apparent that Best Buy does not stand behind anything they sell. The DVD player is quite obviously defective, Best Buy sold a faulty product and they should replace it.
I understand that retailers must have policies, but my situation was unique and required individual consideration and professional discretion.
Unsatisfied with the store's effort, or lack of effort, I called the National Customer Service line. I went up the ranks and spoke with 3 people, all gave me the same response. There was nothing they could do.
I was told the only people who could change a policy were the president, Brad Anderson and the CEO Richard Schultz. Neither of them take calls nor answer mail. I am stuck with a product that basically never worked, in essence Best Buy stole the money I paid for this DVD player.
Best Buy has a complete and utter lack of compassion and disregard the entire concept of true customer service. It is obvious they have no concern for individual customers. They do not empower any of their associates to "just say yes".
I feel completely cheated. All I want is a DVD player that works.
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