Add Product

Search Results:

New Member
Posts: 1
Registered: ‎01-04-2019

Employees reasoning not consistent, didn't accept return on item

I bought a Nintendo switch (Mario Kart 8 bundle) and a video game with it a couple of weeks ago (mid-December). During my purchase an employee had told me that I can open any of the items that I had purchased and can get a full refund if I am not pleased with the items. I decided that I wanted to return all the items that I had purchased, however when I went to return it, I was told that I cannot return the video games as they had been opened. I explained to the employee that I was told that I can open any item and that it would be no problem if I wanted to open it. 


The problem is that after they told me that can not accept returns on any games that are opened, they ended up accepting the return for the Nintendo Switch bundle and not the game. If they can't accept ANY game that had been opened, why did they accept one of them? They were not very consistent with their reasoning either. Had the employee told me correctly when I picked up/bought the items in the beginning, I would not have opened up the game.

Posts: 4,617
Topics: 29
Kudos: 438
Solutions: 252
Registered: ‎12-23-2016

Re: Employees reasoning not consistent, didn't accept return on item

Hello scootershotslee,


Welcome to the Best Buy Community forums. Thanks very much for getting in touch with us about this.


Under our Return & Exchange Promise, we are not able to accept returns on open video game software. We can accept exchanges for the same item, but not an outright return. I apologize if the person you were working with at the time of your purchase didn’t give you correct information about this.


When a console comes bundled with a game, the game itself would not be returnable if opened, and the value of that game may be deducted from the refund. It sounds like the store decided to waive this and allow you to return that open game along with the console as an exception.


While we cannot accept that return, we should be able to take the game back as a trade-in. You wouldn’t receive the full value you paid for the game, but it would be something at least.


If you have any questions, please let me know.



Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!