I purchased an MSI GS63 Stealth laptop from your store in West Hartford, CT. Ryan was my salesperson and he was very helpful. I wasn't completely sold on the laptop (I like Lenovo), and one of the things that closed the deal was his statement that the 15 day return window could be thought of more as a trial period. Great -- I used the laptop for a few days and dedicided it wasn't for me. Not a big deal, I'll take it back.

I took the laptop and receipt, in perfect condition, to the West Simsbury, CT Best Buy, having checked that I could return my purchase to any Best Buy store in the US -- this store is much closer to my house than the one I purchased the device at.

When I got there, I was directed to customer service. Tracy, a woman with (maybe shoulder length?) black hair, took my laptop and receipt. She had one of the techs open the laptop up and go through it, while she looked at my receipt, face scrunched up as if she was smelling something terrible the whole time... she looked it up in the computer and told me that since they didn't sell MSI, she couldn't take this return.

I pointed out the return policy, printed on the counter in front of us, stated that returns were accepted at any Best Buy store in the US. She said, "there are exceptions to that and this is one of them", and looked away from me. No sorry, nothing. I told her I wouldn't have wasted my time coming there if I had any indication of that. No response. I left the store.

So, I drove another 20 minutes to the Best Buy in West Hartford. The customer service person there accepted my return with no problems, and a sales person from computers talked over what I didn't like about the MSI, and suggested a Lenovo I might be interested in. Very helpful really. Kudos to them for taking the time to turn the return into an opportunity, without being too pushy.

He left... as we finalized the return, I mentioned my experience in Simsbury, and the lady at this store told me that what I was told in Simsbury was absolutely untrue, that the other store didn't want to take the return because it would cause them to "take a loss". I was dumbfounded... So Tracy in Simsbury lies to a customer, and wastes their time, to hit some number that doesn't have anything to do with them. I had to drive an extra 40 minutes, and look at Tracy's scowl while she lied to me, for really no reason.

I told the lady at the West Hartford store that I appreciated her candor, and unfortunately I wouldn't be buying another laptop from Best Buy. Frankly the money I spent on that laptop was the first of any signifigance I'd spent at Bestbuy in a long time. I do a lot of my shopping online now, and this is part of the reason why.

Had I bought this laptop at Amazon, my return would've been a few clicks, a minute with some tape, and dropping the box off at the mailroom at work. I've since ordered a (more expensive) laptop direct from Lenovo.

Compare that to Best Buy, where I have to drive to one store, navigate the lying, unscrupulous customer service representative (Tracy in West Simsbury) and then drive to another to complete the return.

I'll note that several other employees were within earshot while this happened, and no one spoke up. It's clear this store has a culture of abusing customers to meet their numbers. I won't be surprised ot find out Tracy is a manager.

I'll be hard pressed to find a reason to go to Best Buy again after being treated like garbage.

Happy to share my receipt number or whatever if that will help corroborate my story.

Regards,

BLF