So you’ve found a great deal on their website. They have it in stock, and it’s free shipping. So why, do you ask, not buy from them?
The reason is simple. Even if they have it in stock at a store near you, you won’t get it from that store. In fact, that store could care less about you. They don’t know you, and they can’t be bothered with you. Even if you spent a few thousands of dollars, they won’t help you. At all. They’ll even most likely give you wrong information.
So I buy a TV online; 300$ rebate seemed like a good deal. TV is delivered with a broken glass, and the delivery guy makes sure to hide the damaged box as best as he could. When we open up the box, we notice the damage, take pictures, and don’t even finish unwrapping the device, put it back in its box and begin the long and terrible process of replacing damaged items with Best Buy.
First, try to call their 800 number. Impossible to talk to a human except for Geek Squad and Sales. After about 30 minutes of navigating through options, I decide to talk to a sales person. I explain the situation, they tell me to bring it in store and I’ll get a replacement.
So I do, and since I don’t have a car I pay taxi fare to get there. When I get there, the unhelpful, barely working staff take about 20 minutes to tell me they can’t help me, I have to use the online service. Really? You told me a couple of hours before that I could bring it in store! So, badly trained employees giving wrong information. Pay for another fare back home with my still broken device.
Try to fill a replacement request on their website. Impossible. It’s an endless “pick your invoice” loop. So they’re now making it hard on purpose to contact them. Phone number is misleading and website is broken. Try to tell them their website is broken through their “our website is broken” link…. IT’S BROKEN. Holy shit.
Continue to look for a way to reach these people and eventually I find a delivery email. I click on a link, and after explaining I want a replacement product, they tell me that they cannot replace the product. You heard that right. Best Buy will not replace a defective product. Why? Because I paid using PayPal. How this matters is beyond anyone. No one could explain that to me. They have my money, and they refuse to honor a legal warranty. This goes against Canadian laws. See below for the full email reply from them.
Explain that to them, and then radio silence. Not a word. So now I’m doing a dispute via PayPal in the hopes of getting my money back before Christmas so I can go to a real store and buy my TV there.
Here’s the email:
Thank you for your recent purchase with Best Buy.
We are sorry to hear that you are not completely satisfied with your purchase.
At this time, we are unable to process a direct exchange due to the method of payment being PayPal.
A new order will need to placed to have a new unit delivered to your home.
We have sent your request off to the proper department to have your return processed and scheduled to be picked up from your home.
Please allow approximately 3-5 business days for the transaction to be processed.
We can arrange for the pickup of your returned item and process a refund within 3-5 business days after the pickup.
If you prefer to have both, the delivery and return, completed on the same day, please contact us back with your new order number and we will ensure they are completed together.
If you have any question please contact us at 1-800585-4494.
We apologize for any inconvenience this may have caused.
So basically: if you want a new TV, buy a second one, then hope we refund you without creating more issues than we already have. You know, trust us to treat you right after we just proved we’re a terrible store that doesn’t give a rat’s ass about you; we just want your money.
Best Buy? More like Worst Buy.