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Posts: 1
Registered: ‎10-15-2019


Last Thursday, Oct 3rd I went into my local Best Buy to place a ship to home order for a Sony A7R IV camera, i unfortunatly had to pay wish cash as my credit card was stolen a few days before. Everything seemed fine with the order until I actually recieved the package. Inside was a Sony A7 II, a camera far less expensive and definatly not what I had ordered. I proceeded to contact BestBuy's toll-free number and was given the run around many times. They even went as far as saying the package had not been delivered even tho I was holding the item in my hard. 


It is now WELL over 10 days later and I still have no recourse, I cannot exchange the item in store as it is not in stock and I am stuck with a wrong camera. I have been told I would have a call within 24-72 hours on more than 10 different calls but NOTHING as of yet. 



Posts: 2,074
Topics: 77
Kudos: 220
Solutions: 99
Registered: ‎10-19-2017


Hello, GregoryPhelps,


Thank you for taking the time to reach out to us on the Best Buy forum though I wish we didn’t have to meet under circumstances which aren’t ideal. Receiving a wrong item is certainly unexpected and isn’t the experience we want for any of our customers.


Typically, the fastest option for a customer who may have received a wrong item would be to head into their local store to speak about the possibility of an exchange. From your message, it sounds like they haven’t been able to set that up for you due to lack of inventory and you have been trying to work with our team over the phone regarding alternatives instead. It is my understanding that it may be necessary to further research before solid answers can be provided in a situation like this. It is strange to hear that you haven’t heard back if it has been over 72 hours, though, so I’d love to look into that for you.


To get started, can you please send me a private message with your full name, phone number, email address, and order number? To keep your information secure, please use the blue “private message” button below this post after you are logged into the forum.   


Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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