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New Member
Posts: 2
Registered: ‎11-18-2018

Exchange Policy

This afternoon I went to local Beat Buy to exchange an item for a different color. Upon arrival I was greeted by a sales person and I explained that I was looking for the same item Beats wireless headphones to make an exchange. She immediately grabbed the same ones in the color we were looking for and she pointed myself to customer service. Upon arrival I handed the guy my purchased beats and the beats from shelf. Both items unopened. When the guy processed everything he explained I owed money. I looked at him with question face and replied why I owed him when I was making an exchange. He explained to me that the color makes a difference. I continued to ask for an explanation because on the shelf the prices were the same for different color beats (as long as they were the same model of course). After many different people coming to explain that the item was sold to us during a promotion and because the promotion was over I would have to pay the difference in order to exchange the item. After reviewing my receipt and online...I still don't understand why we Could not exchange the same item but for a different color. It was a gift for someone and now we have nothing for them because we couldn't exchange. Even after viewing online the color didn't change the price. So why doesn't the 15 day return or exchange policy apply in this scenario? If the promotion makes a difference why doesn't the receipt say final sale or imply we cannot exchange the item?
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Trusted Member
Posts: 80
Registered: ‎09-03-2018

Re: Exchange Policy

The skus are different for each of the different colors. Best Buy is unable to swap the skus when the sale is no longer active.

New Member
Posts: 2
Registered: ‎11-18-2018

Re: Exchange Policy

So again, the 15 day return/exchange policy does not apply nor do they back the policy? So what's the point in the policy if they cannot or will not honor it? Plus the promotion was for all types of beats wireless products not just specific colors? So if I came during the 15 days policy and promotion was still valid they could make the exchange. But because the promotion is not active they are not able to override and exchange the same item because it's a different color therefor deactivating the 15 day policy? And I asked if I got the same color could I exchange and they said no I would still pay difference because of the promotion offer ending.
Trusted Member
Posts: 80
Registered: ‎09-03-2018

Re: Exchange Policy

They back the 15 day window for returns and exchanges, however a different color is a different sku as I already stated.

If you did it during the promotion, it would have bundled down to a $0 difference. They would be able to exchange the same sku for no cost difference.

It didn’t deactivate anything. It’s a different sku.
Best Buy Employee
Posts: 577
Registered: ‎01-09-2015

Re: Exchange Policy

As SPOPATT mentioned, each color is a different product. Anytime you perform a return/exchange after a sale or promotion has ended, an exchange for the same identical item will qualify for an even swap. In the event you choose to exchange the item for a different product, even one that would have qualified for the promotion, it would be exchanged at the current price for the new item.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 4,413
Topics: 26
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Solutions: 239
Registered: ‎12-23-2016

Re: Exchange Policy

Hello Ntaylor2921,

 

As explained above, an same-for-same exchange can only be processed for the exact same item under our Return & Exchange Promise. That means that everything, right down to the color, must be the same in order for an even exchange to occur.

 

What’s happening when you return one color and get another is that you are, in effect, being refunded for the original purchase and making a new purchase for the other color item.

 

The store was incorrect when they told you that the same color couldn’t be exchanged with no additional charge, and I apologize for that.

 

I hope that clears everything up. If you have any questions, please let me know.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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