BestBuy.com

[Gonz01]

On November 17, 2021 I purchased a ASUS ROG gaming laptop (Zephyrus G14) through BestBuy.com. At first it was going to be delivered but it was taking longer than expected so I changed it to In store pickup. I picked up the package took it home and once I unboxed it I noticed that the wrong laptop was inside. Instead of the Asus laptop it was a Lenovo. I've tried taking it to the store for exchange or return and the store managers said that it was the manufacturers who had to fix it. I called the Best Buy corporation number many times and they said to talk to the store because I picked it up from them. The store keeps telling me that thay can't do anything for the wrong item because it was bought online through Best Buy! I am tired of trying to get this fixed and they just keep giving me no help. I spent $1500 for this laptop and can't get the right help from customer service. Really considering never buying from Best Buy again.

[hockeycanuckjc Community Veteran]

Did the box description say Lenovo? Was there any obvious sign of tampering with the box prior to taking it home? More details would be appreciated

[Gonz01]

The box was from Asus and it was the right box. Can't tell if it was tampered or not. It did come with the Asus seal. This is why it doesn't make sense why a Lenovo laptop was inside. The laptop inside is also broken.

[Kayla-BBY Social Media Specialist]

Hello, Gonz01,

Welcome to the Best Buy Forum Community and thank you for sharing your experience. What you describe with the box being fully sealed but containing the wrong product is quite strange. Generally speaking, if picking up an item from a Best Buy store, returning to the same store is the best way to receive assistance if something is wrong with the product. With that said, I understand that they have directed you to call support teams instead. I'd like to investigate this further. 

To get started, can you please send me a private message with some additional information? I'll need your full name, phone number, email address, and order number. Please also include the model and serial number for the laptop that was in the box. If the box has a serial number listed for the product that should have been inside, please also include it. Beyond all those details, if you happen to remember the name of any managers that you worked with at your local store, that could also be helpful. Get to my "About" page by clicking on my username (Kayla-BBY) to the left of this post. Then, under the "Contact Me" section, you'll see the option to send me a private message. I look forward to hearing from you!

Thanks,