BestBuy.com

[qumingcheng]

Hi,

I recently ordered two video games online. When I received the package, I found those two video games I received are different from the games I ordered.

Last Saturday I went to the Best Buy store near Columbus Circle, NYC, hoping to get an exchange of items. But the person working at customer service said I cannot return it to the store, and I have to return it online.

I think what he told me is different from the FAQ here.

https://www.bestbuy.com/site/help-topics/problems-with-an-order/pcmcat204400050015.c?id=pcmcat204400...

Could you please tell me how I can move forward to get an exchange, or return?

Thanks in advance

[Meg-BBY Social Media Specialist]

Hey, qumingcheng,

Thanks for reaching out to us on the Forums! I am sorry to hear that you received the wrong games in your order, I can certainly understand how disappointing that can be! We do offer returns/exchanges either in store or by shipping it back to us, as outlined in our Return & Exchange Promise. Without speculating, I wouldn't be able to say why this was not accepted in store, but I apologize for any inconvenience as a result! I'd be happy to gather your information, take a closer look into this, and see what I can do to help. Please send us a private message with your full name, email, order number, and phone number and I can get started. 

Best,