Complaint Review:
Best Buy
Best Buy RUDE Store Manager refused to allow return, claiming it is a consumable item La Mesa, California
On June 4, 2010, I purchased an "Invisible Shield by Zagg" (UPC: 843404055791) Best Buy SKU: 9952932) (cost $29.99 plus tax) for my new HTC Evo from Best Buy. I was told that if I didn't like it that I could return it. Well I got it home and put it on my phone. All seemed well. A few hours later, the corners started peeling off, and would not stick to the surface of the phone. I peeled it off, and put it back in the box to return. While in La Mesa on June 6, I attempted to return this item to the local Best Buy. The customer service rep didn't know if she was allowed to return it or not, so I was told to wait while she spoke with the store manager. She comes back 25 minutes later, and tells me that it is a consumable item, and therefore not returnable. I informed her I bought it merely 2 days earlier, and that it is defective, and asked to speak to the store manager. The store manager, Tim, took his sweet time to come talk to me. He advised me that he would not allow me to return the item, since I did not pay Best Buy to install it for me, and instead installed it myself. I then asked to exchange it, since it is defective. I emphasized the fact that I was NEVER told this was a consumable item, nor that I would not be allowed to return it. He again denied my request, saying I don't care, I am not going to allow you to return it, and told me to call 1-888-BESTBUY. I called, and they were closed. Normally, I would not take the time to make this complaint, but he had the worst attitude of ANYONE in customer service that I have ever encountered. I am extremely UPSET about this matter, and will tomorrow call my credit card to dispute the charge. I will NEVER do business with this Best Buy again! If an item is unreturnable, it should be marked as such on my receipt!
1 Updates & Rebuttals
ScottWorley79
United States of AmericaI'm very sorry for your inconvenience.
#2UPDATE Employee
Mon, June 07, 2010
The Zagg InvisibleShilds are guaranteed by Zagg themselves. If you would like a replacement, you would then have to go through them(Zagg.com). I don't know if you read the directions but you should allow 24 to 72 hours for the shield to cure. Best Buy does not return the InvisibleShield because yes, they are consumable. You CAN go in and let a Best Buy Mobile Wireless Consultant do the install for you and after that, if you are not satisfied with the Shield, Best Buy will fix the imperfections of the install but Best Buy cannot return it. I am truly sorry for the inconvenience.