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Posts: 3
Registered: ‎07-21-2020

Received wrong items



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.


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


Thanks in advance

Posts: 705
Topics: 31
Kudos: 137
Solutions: 50
Registered: ‎02-08-2019

Re: Received wrong items

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. 




Meg|Social Media Specialist | Best Buy® Corporate
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