For my birthday, my spouse purchased what he though was the latest Apple watch on 9-14. I opened it on 9-16 and tried to charge it. When the watch would not stick to the charger base my family previously owned, we headed to Best Buy to check to see what was causing it not to stick to the base. In attempt to resolve, we discussed it with the store associate that then called the manager over. The manager then told us the watch was fake and that some other things were missing out of the box and they will have to conduct a 48-hour investigation. With our mouth opened in disbelief we asked her what do we do and how can it be resolve because we know we did not do anything but take it out of the box. The manager then told us that the company we trusted all these years that my husband should have opened it and check it before he left the store. Again, with our mouths opened, my husband asks her should he have to open a gift to double check from a trusted store. And then she told us we should wait the 48hrs, I asked her then what, she said to call and dispute the credit card company and if they do not do anything then go file a police report however the 48-hr report was not in our favor. My husband called back in to speak with the manager in disbelief and asked her who does something like this and her response was why do people do what they do. Just so unprofessional as a manager when you know your customer is in destress. We called in and disputed the chargers with the credit card company and they could not believe the best buy did not resolve the issues. As we were waiting for the credit card company, we called apple to check to see if the serial number were connected to someone else account, they say they will need an apple id of someone actual account to check but they know it was not attached to mine and they made a case so I could take it back to Best Buy as I was instructed by Best Buy corporate customer service. I took the case number to the store and ask for a manager. The manager Kesia had a very bad attitude and told me there is nothing she could do that I had to call their resolution department because her GM Jennifer had already put the case in, and she was on the phone with her. So, I went out in the parking lot and called because I knew they would send me back into the store. As they did! I kept the agent on the phone went back in and she said like I told you and whoever on the phone, they are the ones that has to take the apple case and the agent on the phone said no the store because it we purchase in the store. With no compassion for the customer from something that either happen in their store or at the manufacturer. I am so glad I had the agent on the line because she could her the manager, so she took notes and said don't worry the call was recorded. I told the manager she should be ashamed of herself because they hire her to have the upmost customer service regardless of the situation. All we wanted was the real watch. I was told by Kesia to come back and talk to Jennifer their GM the next day and again Jennifer told me to try apple to see if I could get my money back from them because her hands were tied and there was nothing she could do, and Best Buy corporate told her no. I am so mad at the way we are being treated. At this point I just want a refund.
**Update**
Jennifer called me back that next morning and told me that she would just handle it and give us the real watch but since they were out of stock that she would send me a receipt to do a pickup at the Peachtree City store. After 2 weeks of back and forth and 5 different case numbers, I'm just glad it finally got resolved but wanted to still put the review out to bring awareness to this situation. I google it to see if this has happened before and it has more than you know. So please if it's not a gift, check your purchase before you leave the store. read more
