We purchased $3000 worth of products from the store located in Fort Collins, Colorado while visiting family . When we arrived home we hooked up the Onkyo CD and it will not play CD’s. We followed the trouble shooting guide and let it sit, powered on for 5 hours and tried again. The device still would not play.
We do not have a local Best Buy store within 180 miles of our home to return the device to, so I contacted Best Buy customer support via chat on 1/30/2015. I was wanting to exchange this device for another. Initially she was able to send me a link for a mailing label, but it wasn’t pre-paid. I was given a case number and was told that a pre-paid UPS label would be e-mailed to me so that I could return this device. I checked my e-mail accounts, including my spam and junk folders, but did not receive the label.
On 1/31/2015 I phoned the store where I purchased the device and was told that there wasn’t anything that they could do for me, but to call 1-888-237-8289 and someone from Best Buy could help me. I called this number and spoke to a representative who apologized profusely and said that I would get the label within 24 hours. I never received a label.
On 1/2/2016 I again phoned 1-888-237-8289 and spoke to a representative who also apologized for the delay, told me that I would receive the label within 24 hours and gave me a new case number. Again I never received the label.
On 1/5/2016 I called the same number 1-888-237-8289 and spoke with a representative who said that she would look into this and placed me on hold. When she came back on the line she advised me that she was unable to generate a label because I purchased the device in store and not on-line. She then transferred me to another representative. This representative, who works in sales,said that she would not be able to help me with this return. She then placed me on hold and contacted Customer Relations for me. She then advised me that they were unable to help me and that I would have to return the item to a Best Buy store. She then connected me direct to Amanda in Corporate.
I explained to Amanda our situation with not living close to a store and that according to the receipt since we purchased this item on December 28 it has to be returned by January 15, 2016. She then told me that I would have to return the item to the store, no exceptions.
I am using the original return label, given to me by the first representative I spoke to, to return this device. I will make my next purchase elsewhere.