03-14-2020 11:41 PM
I purchased a $150 gaming online and picked up in-store. During my purchase date I am a Best Buy Eite Member with a 30 day return period benefit. On the 16th day from the date of purchase, I decided to return the mouse because it had some issues. When I checked on the Best Buy App the item is not returnable because its past 15 days and I don't have and elite member status. In my understanding when you purchase an item with an elite membership active it should still be 30 days return. Contacted Best Buy support but no help at all, no solution was offered. This is the last time I'll be using best buy when buying electronics. Really bad business practice.
03-15-2020 02:35 PM
Good afternoon, goldapm,
Welcome to the forum, and thank you for choosing to shop with us for a new gaming item! We always hope for purchases to work out for our customers, but ultimately, that's not always the case. In such scenarios, our Return & Exchange Promise is there to help our customers out.
Our Return & Exchange Promise typically allows customers 15 days to return or exchange most items. For My Best Buy Elite and Elite Plus customers, some items have extended return periods, up to 30 and 45 days, respectively. This time of year throws in some curve balls though, as My Best Buy tier statuses expire at the end of February if spending requirements to maintain the tiers haven't been met. As returns, exchanges, and price matches are based on your tier status at the time of the request, should your tier status have changed during this transitional period, you may find yourself with a shorter return and exchange period than you anticipated. I suspect this may have been the case for you, and would encourage you to review the article below for more details on our tier expiration.
My Best Buy™ Tier Expiration FAQ
I would be happy to review your account though to see exactly what occurred, so please see that I am sending you a private message. You may check your inbox by signing into the forum then clicking the envelope icon in the top right corner of the page.