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New Member
Posts: 3
Registered: ‎09-01-2019

Received wrong item, but store won't accept return

The website says wrong item shipment can be returned to the store, but that is incorrect.  I recently bought a Microsoft Surface Book 2 and was sent 4 used textbooks instead.  I called customer service, which e-mailed me a return label.  I called back after finding out my wife did not have a printer available and they said she could return it to the store.  They refused to accept the return there, but spoke with customer service on the phone and said the refund would process.  

 

Several days later, I checked my account and nothing had been credited back.  I called customer service again and was told I still need to mail the books back.  I explained what happened, so they mailed me another return label.  I can't afford to make the new purchase until I have that money credited back and that won't be for several days after I get the package in the mail.  It is not cool to put customers through this level of stress because Best Buy doesn't know how to handle their own shipping chain.

 

Has anyone else dealt with a similar issue?

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Posts: 278
Topics: 12
Kudos: 49
Solutions: 18
Registered: ‎02-08-2019

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

Hi there, icewolf04,

 

Thanks for joining us the forums, and for taking the time to let us know about this issue you're having with a refund/wrong item being shipped. Typically, refunds can take up to one billing cycle to post back to your financial institution, but most customers see those funds return within 7-10 business days. 

 

If you'd like to send me a private message, I'd be happy to take a look into your order and make sure that refund is processing and ready to go. I'd just need you to verify your full name, email, phone number, and order number. You can send us a private message by clicking the blue button in my signature below.

 

Looking forward to hearing from you,

 

Meg|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎09-01-2019

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

After more conversations, I get a replacement sent to me that is recalled to sender halfway through transit.  The only information I have been given is that the shipment is under investigation and to wait about 10 days.  That is almost a full month after my initial order.  I have tried getting a refund, I tried getting a replacement, and each of those have failed.  I have nothing to do with UPS or Best Buy messing up the shipment; what kind of customer service ships a replacement and recalls it without notice?

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Posts: 7,180
Topics: 115
Kudos: 451
Solutions: 395
Registered: ‎12-23-2016

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

Hi again, iceworlf04,

 

As I mentioned in our private messages, please give us a call at (888) BESTBUY or (888) 237-8289 to discuss this further or to get updates on it.

Sincerely, 

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎09-01-2019

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

They wouldn't even accept the wrong item I received and won't deal with UPS, even though they said UPS is at fault and won't deal with anyone but the sender.