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New Member
Posts: 5
Registered: ‎10-09-2018

In-store purchase, out-of-store return

I'm trying to return an ipad case that I bought in person and in store less than 2 weeks ago. Immediately after I bought the case, I flew across the country to an isolated island town hundreds of miles from the nearest Best Buy store, which makes an in-person return within the 15-day return period all but impossible. After repeated calls to the store I bought from and to customer service, I've gotten 3 separate answers on what I should do: Mail the case to the main Best Buy return center (which was refuted by the other reps I talked to since the center's apparently for online purchases only), mail it to a specific store which allegedly could handle mail-in returns (I called that store, they said they couldn't do it), or hang onto the case and try to return it in person the next time I pass a Best Buy store (which won't happen for another month at least, and it won't be the store I bought the case from). 

 

I finally got a case reference number from my most recent call, the one advising I return my purchase in person in a month or two. That option sounds more promising than mailing the ipad case off into the void, but after getting so many different answers I'd like to verify that it's the best course of action and also make sure that I get something in writing from Best Buy about how I should proceed (since I don't see any place to check up on my reference number). I know that a refund can't be guaranteed until an employee can make sure that the item is in good condition, but can I get some assurance that, given my circumstances, I can return the ipad case later than typically allowed without the timing disqualifying me from a refund (particularly since I'm trying to return within 15 days)? And if a delayed return is also a wrong move, then what's the right course of action?

 

Thanks.

New Member
Posts: 5
Registered: ‎10-09-2018

Re: In-store purchase, out-of-store return

Can anyone help with this?

Posts: 1,160
Topics: 17
Kudos: 133
Solutions: 49
Registered: ‎10-19-2017

Re: In-store purchase, out-of-store return

Hello dlamp,

 

Thank you for reaching out to us on the Best Buy forum! I’m disheartened to hear that you may have been told a variety of different answers when calling into our support phone number to ask questions, as it is our intention to provide accurate information in all of our lines of business. I’ll gladly step in here to get you a final word on processes for returning your iPad case.

 

As you already know, Best Buy has a 15-day return and exchange period for most of our customers and products. You can see more about the Return and Exchange Promise here. As you’re saying that you purchased the product in store, your best option would have been to return the product to a store within the return window. As you’ve already found, the option to mail in returns is only open to purchases that were initially mailed to the customer such as online orders that are shipped to a customer’s home. In terms of mailing to another location besides our normal shipped return center, that would not be advised as our stores are not equipped to handle mailed returns.

 

Working with managers at the store you would like to return the product may be the best option available if you’re looking for an exception to the normal return window. That being said, as you’re going to be well outside of the return and exchange period when you are back in an area with Best Buy stores, we cannot guarantee that a store could process a return outside of policy.

 

With that in mind, may I ask why you would like to return the iPad case you purchased? If it’s defective, you may be able to contact the manufacturer to see if they have any other options for you. Depending on the case, some manufacturers offer a limited manufacturer warranty. Please let me know! I look forward to hearing back so I can further discuss this with you.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎10-09-2018

Re: In-store purchase, out-of-store return

Hi Kayla,

 

Thanks for the response! Does that mean that a store manager could make an exemption to the policy at their own discretion, or is there something coded into the system that might prevent an exemption even if the manager was willing to make one? Either way, it sounds like going to a store is the only real chance I have, so I'll try to argue my case at the next Best Buy I come across and see where that gets me. 

 

There aren't any defects I can see with the iPad case in question, so I haven't bothered to contact the manufacturer. The issue is that the case seems to have been designed with older and slightly bulkier iPad models in mind, so it takes very little effort for my newer iPad to pop out at the edges.

 

Thanks.

Posts: 1,160
Topics: 17
Kudos: 133
Solutions: 49
Registered: ‎10-19-2017

Re: In-store purchase, out-of-store return

Hello dlamp,

 

Thanks for your reply. I’ll be sending you a private message shortly to ask for some additional information so I can speak to you in a little more detail. You should be able to view your private messages by logging into the forum and selecting the envelope icon in the upper right-hand corner of the screen.

 

Regards,

Kayla|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!