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Posts: 1
Registered: ‎02-26-2019

Return denied

I purchased an irobot floor cleaning device for my wife for Christmas. I also purchased the extended warranty.

I was told that I had until the end of January to return the device should I need to. As it turns out the receipt actually says January 12. Nonetheless the box was never opened and the product is still in its original packaging that is sealed.

I attempted to return or exchange the product today, which is past the date of the return policy. I knew I was late returning it but I had extremely extenuating circumstances, with my wife and newborn baby in the ICU.

I was willing to accept a store credit. My wife just did not like the gift, but she was also nine months pregnant and had her baby just before the window closed for me to return it and spent time in the hospital with the baby in the ICU. I was unable to make it to the store to return the product in time.

With the device in perfect condition, and still on store shelves, I am unable to understand why Best Buy is unwilling to accept a return or provide store credit for the product that I bought from them.

I would like one or the other...and without some understanding and customer service from Best Buy or my circumstances, it will be the last time I purchase anything from them. There are too many other retailers willing to provide flexible customer service.

Any advice or help is appreciated.

Posts: 7,189
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Registered: ‎12-23-2016

Re: Return denied

Hello, Unhappy_Camper2,


Thanks for joining us at the Best Buy Community forums. I hope that your wife and child are doing better now.


Under our Return & Exchange Promise, it sounds like that vacuum robot would be well outside of the return period, and thus not returnable. That said, I’d be happy to review this for you and to see if we have any options here. I can’t promise any specific result, but I’d like to check.


Please send me a private message, through the link in my signature, with your name, email address, phone number, and the customer service PIN from the bottom of your receipt.



Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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