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Posts: 2
Registered: ‎03-24-2019
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Replacing phone ordered online

Hello, I ordered a phone online on March 22 received it the next day. When I turned on the phone it was defective. I tried to get an replacement at my local Best Buy but they didn't have the item in stock so they told me to mail it in for an exchange. When I called the 1888 Best buy number they told me the only way to get a replacement is through my local Best buy. So is the only way to get a replacement is to check every best buy near me that has the phone in stock?
Posts: 2,152
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Registered: ‎08-08-2017

Re: Replacing phone ordered online

Hello Knarf1701,

 

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.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎03-24-2019

Re: Replacing phone ordered online

Thanks for the reply. The Best Buy I went said they didn't have it in stock, is there a way to find out which store has the item in stock?

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Posts: 2,152
Topics: 41
Kudos: 367
Blog Posts: 16
Solutions: 131
Registered: ‎08-08-2017

Re: Replacing phone ordered online

Hi Knarf1701,

 

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.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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