Add Product

Search Results:

New Member
Posts: 1
Registered: ‎11-01-2019

Received wrong item, but store won't accept return

I ordered a pair of earbuds from, and when I received my package the wrong item was inside. So, I logged into my account and went to the customer service section and I saw that I could return the wrong item to any Best Buy store and receive a replacement. I then drove 25 minutes and waited at the store 15 minutes just to be told there is nothing they can do, and that I had to contact the customer service number for


I asked why won't they take the item back when the website mentions that I can return the item to any store, and they just said they can't take it back since it would mess with their inventory. I then had to waste another 25 minutes driving home, just to call the phone number and have to wait another 4 days to get the item I ordered. On top of that, I have to waste my time shipping the wrong item back to the store. This was the worst customer experience I have ever received at one of the Best Buy stores, and I am completely floored that they did not honor what was mentioned on the website.


Is the store supposed to take these items back? If not, can the website be updated to reflect this? As a consumer, my time should be valued, however, I feel that it has not been and I am very disappointed in this whole mess.

Posts: 709
Topics: 40
Kudos: 69
Solutions: 28
Registered: ‎07-23-2018

Re: Received wrong item, but store won't accept return

Hello, swestover,


Thank you for sharing your experience with us, although I wish we were meeting under a better circumstance. Receiving the wrong item is never ideal, and I am sorry that was the result with your recent order. In most cases, returns can easily be made inside our retail stores. There may be select instances when the stores may not be able to accept a return, and we’d be curious to learn more about your specific situation. We certainly want to provide as many options as possible when our customers require post-purchase support, so I am glad you’ve reached out about this.


When you have the time, please send a private message, so we can collect the information needed to access your order. Your full name, email address, phone, and order numbers, would be necessary. To get started, just select the darker blue box next to my name below.




Sarah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!