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Posts: 1
Registered: ‎10-28-2021

Help! got sent a pixel 6 instead of a pixel 6 pro


I ordered a pixel 6 pro 256gb model on October 19 launch day for the preorders, I would be working that day so I decided to get it shipped to my house.  Anyway fast forward to today October 28 I receved the package and it turns out it is the normal pixel 6 128gb. Oh no I'm up the creek and don't have a paddle after 5 count them 5 costumer service calls three that hung up on me. The answer was return for a refund because they can't get me the item I orginally ordered. This is totally unfair why do I have to pay for there mistake. Now I can't just return the item. I was told it has been sent to the higher ups plate and to wait for a email in 48 hours, every single rep would get upset when I wanted to know will I actually get the money I paid for the phone ordered or will there be another issue because I'm returning an item that is 400 dollar less. Honestly, is this how you treat a customer that was sent the wrong item. I feel like they just told me yeah you're screwed but not only that lets also have you do extra. So send the item back but don't sent it back yet wait 48 hours for us to contact you. Did anyone experienced this? How did you deal with the problem. Honestly, all I want is the orginal item I ordered. Any help is greatly appreciated. 

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Registered: ‎08-21-2017

Re: Help! got sent a pixel 6 instead of a pixel 6 pro

Welcome, Kpitamber,


Thank you for taking the time to stop by our community forums and writing to us about your order. I know that I use my cell phones for quite a while and I would absolutely want to make sure I received exactly what I ordered in the mail. I would be happy to provide some more details about our Return & Exchange Promise as well as what options we have available to help moving forward.


If you receive a product that is damaged in shipping, defective, or that is not the product you ordered, please return it during your return and exchange time period to Best Buy and we'll work to arrange for a replacement. While do our best to locate a replacement, some items may not be available due to limited inventory.


I'd be glad to review your order to see how I may be able to help. I will need a bit more information so I can take a look at this. Can you please confirm your:


Full name

Email address

Phone number

Order number


You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your message. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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