03-24-2019 06:01 PM
Solved! Go to Solution.
03-25-2019 10:27 AM
Welcome to our community. Upgrading your phone should be a fun and easy experience, so I can imagine your disappointment having discovered the device you received was defective. It sounds like we may have provided you with some conflicting information, for which I apologize, but I'd be happy to help clarify your next steps.
Our Return & Exchange Promise states that if you receive an incorrect, defective, or damaged item in shipping, we should be able to arrange for a replacement item at your local Best Buy store. If it's easier, you can generally return the item to us by mail using a prepaid return label, but our Online Returns Center can only process refunds; an exchange is only possible in-store. Depending on the device, your local Best Buy may be able to help create an exchange order, or they may need to issue a refund and help you create a new order. I'd recommend stopping by to discuss possible options with a Blue Shirt at your earliest convenience.
I hope this helps. Thank you for writing to us.
03-25-2019 02:49 PM
If your local Best Buy store doesn't have a particular product in-stock, they can usually still help you create an exchange order. If that isn't possible, or if you just want to check availability in your local area, you can do so by searching the product on BestBuy.com and entering ZIP Code at the top of the page. That should populate in-store availability dates underneath each product title on the search page.
Let me know if you have any other questions, anytime.