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Posts: 1
Registered: ‎12-03-2020

Impossible exchange/return

I ordered a phone to be delivered to my father's house (who lives far away and is at high risk for COVID, so should not be going to stores in person).  That phone arrived with scratches on the screen.  I called BB support, and they processed an exchange.  5 days later (despite paying for their fastest shipping).  But this one had an IMEI that can't be activated.  BB says that this sometimes happens with their online orders, and there is nothing they can do about it.  Then they tell me they don't do exchanges (which I know is not true, since this phone was already exchanged once).  And they tell me they can't process a return, because they want my dad to sit down in a store while their people examine the phone and try to get it to work.

And this was the good part of the call, after more than 3 hours of being transferred around, disconnected, placed on hold, etc.  At least 6 times I was transferred to someone who needed the whole situation explained, only to have them tell me I was transfered to the wrong department.  Literally no one could do anything, including processing a return shipment.  


Apparently there is no high level support that can access the systems of multiple departments at once, and there is no way for departments to talk to each other?

Posts: 705
Topics: 31
Kudos: 137
Solutions: 50
Registered: ‎02-08-2019

Re: Impossible exchange/return

Hello, TheSapient,


Thanks for reaching out to us on the Forums about your return/exchange experience. This doesn't sound like the service that we aspire to, and I'm sorry to hear about any inconvenience that occurred as a result. I'd like to take a closer look into this situation and see if I can help.


Please send us a private message with your full name, email, phone number, and the order number and I can get started right away. 




Meg|Social Media Specialist | Best Buy® Corporate
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