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Posts: 1
Registered: ‎08-13-2019

Re: Returning /Exchanging

Seems like different Best Buy stores have different return/exchange policies. Or certain store Managers like Brent from Best Buy store #137 in Burbank CA, seems to have different policy enforcements than other Best Buy stores. I was told when I purchased a product at the Atwater Village Best buy store #183, that I was able to return a product as long as it was sealed (without a receipt) by the store supervisor. A week later I step into the Best Buy store #137 where the employee at the customer service area that I was able to get store credit for the unopended product (with no receipt) since my reciept was lost unfortunately. The employee then called the store manager by the name of Brent. Brent denied the return. I let him know what I was told at the other Best Buy and he told me to go back to the Best Buy where I purchased it? I dont understand I thought best buy was one company with the same policies for every store. All I wanted to do was to exchange the sealed un-opened product for a different product but I was denied that. I've been a best buy customer for over 10 years. I'm very dissapointed with the treatment and the way the store manager handles customer service at this location. I believe that Best buy staff should be retrained at this best buy location on return policies ASAP. One employee says one thing and another employee tells me another. I also asked for the return and exchange policy brochure where I did not read anywhere that I was unable to receive store credit for a product without a receipt. 

Valued Contributor
Posts: 2,118
Registered: ‎02-07-2011

Re: Returning /Exchanging

Best buy requires a receipt. That is definitely the policy, however the moderators here may be able to look it up for you so you can return the product if it is within your return period.
Posts: 5,703
Topics: 190
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Registered: ‎08-21-2017

Re: Returning /Exchanging

Welcome, Kevjones,


Thank you for taking the time to visit us here on our community forums and writing to us about your experience at our Best Buy Burbank location. I know that holding on to a receipt isn't the convenient thing to do and I would be glad to give you some more information about our Return & Exchange Promise. As Brent mentioned, we do require a receipt in order to process a return or exchange. Reimbursements on returns lacking proof of purchase may be denied or limited, and state sales tax and fees will not be reimbursed.


With that said, I would be happy to help you look for this receipt. Do you have a My Best Buy rewards account? If so, it's likely that this is located in your purchase history. I will need a bit more information so I can continue to research this. Can you please send me a private message with your:


Full name

Email address

Phone number


What product did you purchase? You can send me a private message by clicking the blue button near the bottom of my post. I'll keep my eyes peeled for this message!

AndrewB|Social Media Specialist | Best Buy® Corporate
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