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Posts: 1
Registered: ‎08-17-2020

Received wrong camera in box - return was denied

Here is a summary of my issue I have been facing for 6 months. I have removed serial numbers, order numbers, tracking numbers, and case numbers here but can provide them. I also have multiple stored transcripts backing this up.


April 28, 2020: I placed an online order for a Canon EOS R camera with expedited shipping.


April 30: Received camera and accessories. Camera was actually a Canon EOS RP (retail price $999), a cheaper model than the one I had ordered. It was in a Canon EOS R box, however, and the serial numbers were different – I expect what happened is Best Buy accepted a return but did not thoroughly check the serial numbers. The serial number on the box is: *******76. The instruction manual was for the EOS R. However, the camera, battery, and charger were the EOS RP. The serial number for the camera is *******94.


May 1: I went to a local Best Buy store to resolve the issue and receive the correct camera. They said there would need to be an investigation into it, and said they couldn’t provide me a refund then. I purchased the correct camera from the store there as I needed it that day. An employee, Eduardo, there gave me his email address to submit information for the investigation and I emailed him the details.


May 11: After not hearing any response, I contact online Best Buy support to process the refund by mail. Transcript is attached.  I am given the return label.


June 11: I have waited the 15 business days that Best Buy says is needed to process returns, but with no update. I contact customer support and am given a case number, but no further details. I am told I will be notified within 48 hours – but I am not contacted by either email or phone during that time.


June 19: I attempt to get an update by talking with a representative again, but I am told it will take more time, promised an update, but am not contacted in the two business days that they promised. They say that it has been processed and will take a statement billing period to show on my credit card.


July 26: I contact Best Buy by phone to check on status, as some agents say they are more able to help me. They tell me the refund has been processed and will take time to show on my account.


August 5: Best Buy issues me the refund, and the refund shows on my credit card account


August 13: I am charged the price of the camera again. The charge does not show on my Best Buy account. I contact Best Buy customer support and am given another case number. I am told they will be in contact with me but I receive no phone call or email.


August 17: I receive the original, returned Canon EOS RP in the mail. I contact customer support and am told that there was an order placed in the Shepherdsville, KY store. I am first told to visit them, but I live in Florida. Then as I press I am told it was charged because the serial number was not matched.


I then file a chargeback with my credit card company because I have done my best to work with Best Buy but to no avail. Best Buy denies the chargeback saying that the camera did not match and is used – the whole reason I am returning it!


Note: I am a Best Buy Elite Plus member and have been a customer for years. I believe the fact that I purchased expedited shipping and the correct camera from the store afterwards is clear evidence that I did not engage in any fraud or attempt to return the wrong camera. I used to recommend Best Buy to my friends but after dealing with this I just can't anymore. I have been beyond patient with Best Buy and I hope someone can help me with this.

Posts: 617
Topics: 40
Kudos: 85
Solutions: 25
Registered: ‎07-23-2018

Re: Received wrong camera in box - return was denied

Hello, ianp622,


Thank you for connecting with us, although I wish the reason for your correspondence had been related to a positive experience. We appreciate your loyal patronage, which is why we want to learn more about your recent order, in effort to ensure all factors have been considered.


If you had purchased a camera that was supposed to be brand-new, it would be extremely odd to find a different model inside the box. Based on your detailed recap of events, it seems you identified this, and took the recommended steps towards resolution. That said, if the camera was sent back and a new charge was ultimately applied, it stands to reason you would be seeking guidance and support. Although we cannot guarantee a different outcome would be presented, we would be happy to review any actions that may have been taken; and offer any additional support we may be able.


To begin our investigation, there are a few details we will need to first confirm with you. Please send a Private Message, so we can begin this process.



Sarah|Social Media Specialist | Best Buy® Corporate
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