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Posts: 1
Registered: ‎05-23-2021

Online order unable to return

I purchased some security cameras for my residence and had to drive 1 hour and 30 mins to pick it up because I work every single day until 9:30pm and have very few days off to run errands. The cameras were defective and tried to go back to the stores multiple times but the COVID 19 hours did not work with my schedule. The cameras did not turn on and were never used. I called customer support to either return or exchange the item and the rep simply said I can’t do anything to help you. I work 2 jobs and also currently carrying a baby, where I am unable to meet the stores hour expectations. Thus if Best Buy can’t meet the expectations of being an elite client, then why even be part of it? All I was looking for was for consideration. The rep did not listen to me, when I was explaining myself, he simply stayed quiet and hung up the call. Terrible customer service and terrible sense on empathy to the customers who have been terribly affected by the COVID 19 hours and the pandemic in general. Now I’m seating with $300 security cameras which do not work at all and with terrible memories of an awful customer service. When the customer requests to speak with someone else for a possible resolution, you kindly let them speak with someone else and let them handle it from there, you don’t act like the rep, saying, my supervisor is going to tell you the same thing... well then why are there even customer support if you can’t support your clients during a very hard time? All I simply wanted was to either return or exchange an item that was defective.
Trusted Contributor
Posts: 2,742
Registered: ‎02-07-2011

Re: Online order unable to return

How far past the return period are you? Have you tried contacting the manufacturer?
Posts: 6,667
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Registered: ‎08-21-2017

Re: Online order unable to return

Welcome, Keren27escolar,


Thank you for taking the time to reach out to us here on our community forums. I appreciate you taking the time to let us know about your experience with this purchase and our Return & Exchange Promise. I know it isn't always easy to set time aside to stop by your local Best Buy and can understand your frustration to learn that you could no longer return these cameras. I would be glad to provide some additional details as well as help you explore what options may be available to assist you moving forward.


We offer a 15-day return or exchange period for most of the products we sell. This can be extended for My Best Buy Elite and Elite Plus members for many product categories. How long ago did you purchase these cameras? What sort of problems are these cameras having?


While you can process a return or exchange at your local store, we also offer the ability to process a return using a pre-paid shipping label if you can't visit a local store. Did you contact us to request a shipping label or generate one on your own?


I look forward to hearing back from you so I can continue to review this for you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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