Best Buy Store Purchase

[mpadilla1031]

I received an Echo Show 5 2nd Generation (Charcoal) as a gift for my birthday. I was told that it was bought at Best Buy. I wanted a white one instead, so I went to the store to exchange it.

I was told they didn’t have any in stock but that they could order one for me. I asked if I could just get store credit so I could order it online and save a second trip to the store and they said most definitely!

The return was made and I was issued a gift card for $27.05. I informed them that they were $84.99 online so they looked it up and the information was correct.

They told me the one I brought in was probably on sale or something when it was bought so all they could give me credit for was for $27.05. I told them that wouldn’t work and that I would just keep my original Echo 5.

I was then told that I could BUY IT BACK FOR $84.99. I was in disbelief and told them I had just brought it in 5 minutes prior and that it was not right or fair to make me pay $84.99 for it just to get it back.

The guy originally checking me out was training so he called another guy over. This guy was very rude and not helpful at all. He just chuckled saying there was nothing he could do and if I wanted it back I had to pay $84.99.

It doesn’t take a genius to see the wrong here. It wasn’t funny to me at all but apparently it was to the employee who took joy in telling me I would have to pay $84.99 to get my BIRTHDAY GIFT BACK!! I hope someone sees the injustice in this and makes it right.

The store was the Best Buy located in New Braunfels. I left empty handed and in tears.

Please help me.

[hockeycanuckjc Community Veteran]

There are several factors that can affect your return. First of all I don't see anything mentioned in your post about having a receipt. This is key for a proper return. 

Second, some of these devices come with promotional offers. Digital freebies. They are considered a consumable item and the value of the freebie may affect the total return price. Best Buy has no way of telling if certain promos were redeemed or not and they are explained under the non returnable items section of the return policy on the Best Buy website. 

So that could be a possibility of what happened. 

The person who bought the gift for you may have also used rewards certificates to offset the cost of the gift, if that is the point and you want store credit, it could be that the original gift giver got the amount of their certs back and you got the difference. I don't work for Best Buy but maybe a moderator can help. These are only some potential theories that could happen. 

[mpadilla1031]

It was a gift, therefore I did not have a receipt. I thought it rude to ask for one.

I understand it could have been a promotion but I shouldn’t have been told I could just order it online & exchange it if that wasn’t the case.

At the least, I should have been told that I would only get $27 for it and would have to purchase it for $84.99 or even just given the opportunity to keep my original gift.

This was in no way to be treated as a customer and is just morally wrong.

[hockeycanuckjc Community Veteran]

Ok, so Best Buy made an exception to the rule then without a receipt.

However the gift giver has an option per here: https://www.bestbuy.com/site/help-topics/giving-a-gift/pcmcat204400050020.c?id=pcmcat204400050020

To give you a gift receipt for a proper return. I highly suggest that anyone giving a gift includes this. There is no embarassment to ask for one from the gift giver. it happens all the time.

Best Buy is not obligated to accept returns without a receipt as they may think you got it from another store. 

[mpadilla1031]

I posted this for a moderator who could actually help the situation, not for some bored person’s opinions. Thank you though.

[Trey-BBY Social Media Specialist · Accepted solution]

Good Evening, mpadilla1031.

Welcome to the Best Buy Forums!

Thanks for reaching out. Thank your for your input hockeycanuckjc, as it is always appreciated! I'm sorry to hear that you've had issues with returning your gift. I'd love to look deeper into this and find a resolution. I'm currently heading out of the office, but shall return tomorrow morning to look into the matter.  Please send me a private message with your full name, phone number, and email, so that I can better assist you. You can send me a private message by selecting the blue "Private Message" button to the right of my signature. Looking forward to speaking with you.

Kind regards,