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Posts: 1
Registered: ‎12-21-2017

The WORST Customer Care EVER

I’m currently out of the country and I decided to buy a gift for my boyfriend through your online page. It is a Nintendo Switch and one game. BEFORE I purchased, I talked to Edward trough the online chat and asked him how to proceed if I wanted the two items to be put on the same gift packaging, he told me this was possible and how to proceed. So I placed the order.
I wanted to confirm this was gonna be done so I chatted with another person who told me Edward was wrong and the wrapping would come apart from the gift (which is NOT said anywhere and it’s ridiculous to send a gift to someone with the wrapping on the side). So he told me my option was to keep it that way or cancel the order and place it again with no gift package. I chose to cancel and he asked for a few minutes to do so. Meanwhile I reorderer correctly. He comes back saying it’s NOT POSSIBLE to cancel the order after he said this would be done. So here I am, with my boyfriend’s surprise TOTALLY ruined. He will be receiving TWO orders which are not event being sent together (nintendo+game). First and last Best Buy experience.
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Registered: ‎12-23-2016

Re: The WORST Customer Care EVER

Hello Abrilp,


Thanks for joining us at the Best Buy Community forums. I’m sorry it has taken so long to get back to you on this.  With the busy holiday season we’re a bit behind ant it is taking longer to reply to everyone than I’d like.


I understand how important it is for a gift to be a surprise, and I apologize that the way gift wrapping works wasn’t properly explained to you by Edward. Products are often sourced from different locations, and there is no way to consolidate them into a single package.


Due to regulations about shipping products with lithium ion batteries, they will sometimes have to be shipped with the notifications about the batteries visible. Because of this certain products will need to be shipped without any additional packaging and wrapping.


I hope that you were able to get that second order you placed canceled. If not you would be able to return the extra items via mail or in one of our stores under our Return & Exchange Promise.


I love my Switch and I’m sure your boyfriend will as well, even if it wasn’t as much of a surprise as you had hoped. If you have any additional questions or if there’s anything else I can help you out with please let me know.




Kyle R|Social Media Specialist | Best Buy® Corporate
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