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Posts: 1
Registered: ‎05-23-2019
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Return Policy



I was recently gifted a Nintendo 3DS along with a store gift card from a friend after some medical procedures. The 3DS didn't appear to have a charger with it, my friend commented that they got it as an open box product and it must be a mistake, no big deal. I went to the store to use the gift card for a charger and a game, but the gift card didn't appear to swipe correctly. The cashier called over the manager who was unable to get the gift card to work, commented that they have a new system so he was unable to type it in, and after waiting nearly 30 minutes he was unable to pull up anything that would allow me to use the card. I left the store and I used to the gift card to buy a charger and a game for the system online for store pick-up with no trouble.


I picked up the items the next day, got home to plug in the 3DS, and it has no sign of working. A blue light flashes at the bottom, the system makes a noise, and the screen is unresponsive. The next day, I decide I just wanted to exchange the gift card items for a PS4 game. I get to the store hoping that there won't be any trouble with an exchange after the hassle of the gift card. The cashier asks me if the items have been opened. She responds to my confirmation by stating that it may not let her return the Nintendo DS game. She said, "sometimes it lets me and sometimes it doesn't". It didn't. I respectfully took the items and left the store; but I must say that I am absolutely livid. At this point in time I have no plan to ever go back to Best Buy.


My question is, is this the actual return policy? Why would a piece of plastic wrap around a game that hasn't been used disqualify the item from being exchanged for another game? Why does it sometimes work? Why does it not matter for the charger? In the age of amazon and monster online businesses, why would a store seemingly turn down a good customer service policy? I remember enjoying Best Buy as a child, but every step of this experience left me severely disappointed.

Emerging Expert
Posts: 6,275
Registered: ‎02-25-2013

Re: Return Policy

Games cannot be returned if they are opened and that is pretty much a policy at almost every store that carries video games.


The reasonsing is there really are a lot of games out there that are not very good.  And in the days when you could return games many people would try out a game, decide they did not like it and return it for a different game.  


It really turned into a rental program and the end result was retailers with lots of used games that they had nothing they could do with them.  Hence, the birth of Game Stop and stores with racks and racks of used games that not a lot of people wanted. 

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Registered: ‎09-29-2008

Re: Return Policy



Welcome to our community. As an occasional giver and receiver of gifts, I know how discouraging it can be from both sides when the gift doesn't work out as expected for one reason or another. While I'm at a loss to explain how the gift card would not work in-store, I was happy to hear that you were able to use it online to make your purchase, but not exactly delighted to read that you encountered complications in making your return. I apologize for our having disappointed you.


As I'm sure you know, Best Buy's Return & Exchange Promise allows for the return or exchange of most products within 15 days of purchase (30 days for My Best Buy Elite members and 45 days for Elite Plus members). As regards the return of games, it is stated:


Opened computer software, movies, music or video games can only be exchanged for an identical item.


I understand how this may influence your choice of Best Buy as a future shopping destination, but it is my hope you will give us a new opportunity one day soon to renew your faith in us.


Thank you for writing to us with your concerns.

John|Social Media Specialist | Best Buy® Corporate
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