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Posts: 1
Registered: ‎04-23-2019

wrong item, no help from best buy

I ordered an Asus 2-in-1 laptop with 1 year geeksquad protection from the best buy website on January 31st. This cost $1,063. I put this on a best buy credit card. On February 4th, I received a package with a nintendo switch controller (worth about $60 according to best buy website). I called best buy immediately, who had no idea what happened to the computer or why I received the incorrect package. The item i actually ordered was no longer available on the best buy website. On that date, i was sent a return label. I immediately cancelled the best buy credit card and they assured me that the money would be placed back on it. However, I was unaware that the item i got would first need to be returned and that there was a date which the wrong item had to be returned by. I am a college student and therefore very busy. Going out my way to return this item would take a lot longer time than i had. Fast forward to today, the credit card company is looking for their $1000 for an item that i never even received. I still have the nintendo switch controller, unopened because i don't even have a nintendo switch to play. I have offered to return the controller, but best buy will not accept it as it is outside their return and exchange window. Now, i am stuck with a $1000 bill and a nintendo switch controller. This was originally an issue with best buy. They made no effort to send me the correct laptop or find out what happened to my original order. And they are now making no effort to rectify a terrible terrible situation. There has got to be something that someone can do to help me. 

Posts: 696
Topics: 58
Kudos: 153
Solutions: 31
Registered: ‎10-19-2017

Re: wrong item, no help from best buy

Hi there, mayarw94,


Welcome to our Best Buy Forum community! 


Although I wish you had discovered us under different circumstances, I’m glad you took the time to share this experience with us so we can explore our options. Purchasing a new laptop should be an exciting time, so I can imagine the disappointment and confusion you felt when a Nintendo Switch was sent to you instead.


When you were sent a return shipping label, one of our employees should have explained the terms or our Return & Exchange Promise, so it’s discouraging to hear you were unaware of the 15-day return period. Since it’s so far outside of that time-frame, I’m unable to make any promises as to what we can do for this situation. That said, I’d love the chance to look you’re your order to access what happened so we can move forward. Using the blue “Private Message” option in my signature, please send over your full name, phone number, email address, and order number.


I look forward to hearing from you with that info.



Elle|Social Media Specialist | Best Buy® Corporate
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