01-18-2021 12:46 PM
I purchased a printer and ink cartridges on BestBuy.com and had them delivered to my daughter. After the order was placed we decided to purchase a different printer in store. When the printer was delivered she took it to the store to return. The clerk told her they had to give her a store credit and couldn't explain why. This was a nearly $500 order, and I would like it back to my card. It was within the return window, unopened, and she had a receipt. There is no reason I can fathom that it would need to be a store credit. When I call the 800# they tell me I have to go to the store, which is over 3 hours from me. I have tried calling the store more than 10 times and just get music for 15+ minutes until I hang up. There must be some way to resolve this without me having to drive 3 hours each way. I am just looking for the right contact person to figure it out.
01-23-2021 05:59 PM
Hi there, lsalamun,
Welcome to our Best Buy forum community! While I wish your reason for contacting us was a happier one, I appreciate you creating an account to share this with us.
Getting a new printer is a big deal, so we appreciate that you decided to make that purchase with us. Our goal is to make shopping with us to be as easy as possible, which we know includes having returns be stress-free. That said, I can understand how the return being for store credit rather than going back on to the original payment method could be less than ideal. I'm glad you said something so that we can check this out!
You mentioned earlier that you purchased the printer as a gift for your daughter. If you check out our Return & Exchange Promise, you'll see that under returning gifts it mentions we will provide store credit for the purchase price of a gift when returned in store. When your daughter went into the store, did she have the card that was used at the time of purchase?
I'm happy to take a deeper look into this situation, as well as work with the store on your behalf so you don't have to drive three hours to explain the situation. For me to review this further, can you use the "Private Message" option my signature below to send over your full name, phone number, email address, the Customer Service PIN located near the bottom of the receipt for the original purchase, as well as the name of the store location your daughter visited when she received store credit for the return?