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Posts: 1
Registered: ‎11-13-2020

Defective FitBit exchange

Hi, I shopped for a FitBit Versa 3 with a pink band at the Grand Island, Nebraska Best Buy on September 22, 2020.  They did not have a Versa 3 in stock but the sales person said that he could order one and have it shipped directly to our home. 

A package arrived on September 30, 2020.  It contained a FitBit Sense with a white band..  This was not what I ordered, but I was under the impression that the Versa 3 was being phased out and the Sense was taking it's place.  The color of the band was wrong, but I could live with that.  There was never any communication from Best Buy regarding the wrong FitBit being shipped so I thought everything was OK.  If I had ordered a FitBit and received an 86 inch LG television I would know that something definitely wrong. 

Today I noticed that my FitBit froze up - it did not have the correct time, I couldn't turn it off, and it wouldn't turn black as it is supposed to do.  I returned the FitBit to the Grand Island store for a replacement.  The lady at Customer Service called the manager and I requested an exchange for another Sense.  I explained everything regarding the saga of the FitBit that I had ordered but but did not receive due to a mistake of Best Buy.  He stated that I could exchange the Sense for another one but I would have to pay the price difference between the Versa 3 and the Sense, $112.10. 

I went ahead and paid the difference but I am wondering if this is Best Buy's policy regarding this type of situation?

Thank you, Cindy

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Registered: ‎11-10-2008

Re: Defective FitBit exchange

At Best Buy, you are never responsible for wrong items. If your receipt specifically says that you were supposed to receive a Versa 3 and you received something else, this would be an incorrect item and Best Buy should be able to give you the item you paid for in store. There should be no charge for this as long as the receipt clearly says Versa 3




From the BBY Site


Special considerations

Damaged, defective or incorrect items

If you receive a product that is damaged in shipping, defective or that is not the product you ordered, please return it during your return and exchange time period to Best Buy and we'll arrange for a replacement. If you would rather return the item by mail during your return and exchange time period, please call us for special instructions at 1-888-BEST BUY (1-888-237-8289).



Former Best Buy Super User Community Veteran since 2008. Please note due to the forum closings, I will no longer be answering posts on these forums. Please visit for support or dial 1-888-BEST-BUY for further assistance.
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Registered: ‎11-29-2016

Re: Defective FitBit exchange

Good evening, CBredthauer,


Welcome to our forums!  I’ve had a few different FitBits over the past few years, and have found them incredibly useful for keeping track of my health!  Obviously with each model offering different features, I can certainly understand wanting to make sure you’ve received the one you intended to purchase in the first place, so I’m sorry to hear there may have been a mix-up with the order you received.


As hockeycanuckjc has mentioned, our Return & Exchange Promise does offer our customers the ability to return or exchange their orders with us, in the event they receive the wrong item.  If you have any other questions regarding our Return & Exchange Promise, you’ll find the full terms here.


I’d like to take a closer look into your order, and the exchange you mention taking place at your local Best Buy store, to make sure we’re exploring all options available to you.  For me to review these purchases, I’ll ask that you send me a private message with the following information:


  • Your first and last name
  • Your phone number
  • Your email address
  • The “Customer Service PIN” from the bottom of your receipt (if available)


To send me this information privately, be sure to use the blue “Private Message” button in my signature, and if you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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