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Posts: 1
Registered: ‎12-19-2018

Endless iPad Return Problems (I need this resolved)

I'm currently having a terrible experience attempting to get my refund from Best Buy.  This has been an ongoing issue, so here is a summarized timeline. Apologies in advance for the length.  I am desperate to get this resolved.



October 30, 2018 - Ordered iPad Pro from, along with a Smart Keyboard Case


November 7, 2018 - Received item.


Having decided that I would prefer a different model, I attempted to begin the return/exchange process online.  Unfortunately 'Return Options' were grayed out.  After calling Best Buy, I was advised to make this exchange in store.

My closest store is two hours away.


November 16, 2018 - Drove all the way to the nearest store (AZ, Tucson East) to make the exchange.  I presented the items and proceeded to grab the other model to swap out.  Upon returning to the Customer Service desk, the representative informed me that they had refunded me for the Smart Keyboard Case, but they could not accept the iPad Pro as it was "not in their system as shipped".  I was then told to call 1-800-BESTBUY and ask them to fix the issue so as to complete the return.


Phone support indicated the item is clearly listed as shipped, and that it should be obvious to the store since I have the item with me.  I am instructed to request a manager in-store to get it sorted out.  


Back at CS, I relayed the information I got on the phone.  I'm assuming they didn't believe me, as the in-store rep proceeded to call support himself.  After he insisted over the phone that he was unable to do anything at all, I asked to speak with a manager.  The manager came up, and after a short explanation he quickly shrugged his shoulders and said there's absolutely nothing he could do.  It had now been over an hour.  I left the store.


After stepping outside, I called phone support once again, expressing my frustration.  Their response was to say they had no idea why the store wouldn't take the return, and that they would happily provide a Return Label to ship it back instead.  That was my only choice, apparently.


November 26, 2018 - Return package is dropped off.


November 30, 2018 - Tracking information indicated package has been received at Best Buy Distribution Center, Shepherdsville, KY.


I have not received any emailed return confirmation or refund information since then.  I have made a few phone calls to Best Buy Support in the meantime with no avail.


December 5, 2018 - Called to check status.   Support: "It takes a few days for it to show up on your credit card statement."


December 10, 2018 - Called to check status. Support: "They should send you a confirmation, but it takes 10-12 business days."


December 17, 2018 - Called to check status. Support: "Let's get this sorted out for you *accidentaly hangs up on me*

December 17, 2018 - Called (again) to check status. Support: "Ok we will get this refund for you.  You will get an email confirmation soon after we get off the phone."


Here I am on December 19th without any sign that I'll get my $1200 back.  No email confirmations, no changes to my online purchase history, no activity on my bank statement.


Please help.

Posts: 3,012
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Registered: ‎04-18-2017

Re: Endless iPad Return Problems (I need this resolved)

Good afternoon hxchaz-


I could certainly understand why you’re looking to get this resolved after receiving so many different responses.  I appreciate the chance to take a closer look into this for you, here on the Best Buy forums!


That said, I did have the opportunity to view a few cases that are pertaining to this order, and I’m hoping to gather some additional information to get this squared away.  Click the private message button below to send me your full name, phone number, email address, and the return tracking number.


Looking forward to working with you soon!



JJ|Social Media Specialist | Best Buy® Corporate
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