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Posts: 2
Registered: ‎11-19-2020
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The most bizarre customer service experience of my life

I'm a whisker short of 67 years old and have been a loyal customer of Best Buy's for decades -- including electronics, major appliances and various doodads -- and this is the first time I've ever had such a bizarre and disappointing customer service interaction with the company.


9/3/20: I purchase two video games on the website, as birthday gifts, and subsequently pick them up at curbside when they're shipped to the store, around 9/17.


9/24/20: My bad! I was unaware the birthday girl already owned the games. I never gave them to her. Best Buy emails return request confirmations for both games, and I drop them off at UPS.


9/30/20: The UPS tracking number confirms the games have been delivered to Best Buy. The Best Buy website likewise confirms both have been delivered and signed for at the loading dock in Chino. Oddly, though, Best Buy sends an email confirmation of its receipt of just one game, not two.


10/13/20: Best Buy refunds the purchase price of one of the games to my credit card. It's the game for which I received email confirmation.


10/21/20: I have an online chat, and the customer service rep creates a case number and tells me I'll be phoned about the refund for the other game within a couple of days.


11/19/20: Having never been phoned, I call Best Buy. First I'm told only one game was received. Then, remembering I have a case number and after giving it to the customer service rep, I'm told both games were received, but the one for which I did not get a refund was in an opened and used condition. I'm told it has been shipped back to me and will arrive next week.


I tell the customer service rep that I did not open the game, which in fact I did not. He says I can wait until it arrives back to me, and then go to the local Best Buy store to see if there's anything they can do.


Again, I have long been a big fan of Best Buy. Apart from the video games, I've spent around $400 there (curbside pickups) in just the last month or so (a router and a streaming device), and figured I'd be spending more, as I do every year, for gifts in the coming holiday season. I'm in a high risk demographic for Covid. I'm not taking the video game, if it ever gets to me, to the store, and I'm not spending another dime at Best Buy, ever. That's an extreme response over an item that isn't worth so many dollars, but I guess I've never before had the opportunity to experience just how unresponsive Best Buy's customer service can be. Also, in this case, not just unresponsive but also plain wrong: I returned the game unopened!


Posts: 5,919
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Registered: ‎08-21-2017

Re: The most bizarre customer service experience of my life

Good evening, fxvonthron,


Welcome to our community forums. I appreciate you letting us know about your experience with this purchase and return. We strive to make the return process as simple as possible and I would be glad to see what options we may have to assist you.


As previous agents have mentioned, we are unable to process a return for open software like video games. With that said, I would like to follow up with our return center to get some more information on the status of this game when it arrived. I will need some more information in order to begin reviewing this.

Can you please send me a private message that includes your:


Full name

Email address

Phone number

Order number


You can send me a private message by clicking the blue button at the bottom of this post. I'll keep an eye out for your message. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎11-19-2020

Re: The most bizarre customer service experience of my life

I'm new to the forum, and see no way to delete or amend my original post. In lieu of that, I'd just like to thank Andrew and Allison for their attention to this matter. It really was a bizarre experience, as I wrote, but all's well as ends well, as the expression goes. Many thanks to you both!