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Posts: 1
Registered: ‎01-07-2019

Garmin Vivosmart 4 Exchange Complaint


I have been through the trouble of trying to exchange the Garmin Vivosmart 4 for a larger size. I ordered one online for Christmas and didn't realize that I ordered the small/medium (the website didn’t show the size). I bought it for my sister and when she tried it on it was too small. I went to exchange it in the South Portland, ME store and they told me that I would have to pay an additional $39.00 for the exchange because the one I bought online was on sale and it was no longer that price.


While in the store, I waited for about 15 minutes while a line of people grew behind me with only one person working the customer service desk. I felt awful that these people were all waiting for my exchange to be completed. There were plenty of other Best Buy workers just talking to each other in their respective areas. Yes, I understand that they are assigned to an area, but, if there is a line as long as there was behind me, they should have responded and found some way to please their aggravated customers. When a customer in the line finally asked for one of the workers to help, she had to check to make sure it was okay for her to leave her area before assisting us (which I understand but should have been done sooner). I left right after the customer service employee told me I would have to spend an additional $39.00 to have an exchange on the same product. By that time, I needed go to a party and I didn’t want to make the other customers wait any longer. 


This happened on Saturday, so I decided to wait until Monday to call customer service about this exchange. When I did so, they told me that the Garmin Vivosmart 4 is only carried in one size, s/m. I was puzzled by this as customer service in-store told me they would order the large for me online. So, I decided I would go on Garmin's website and low and behold, the Garmin Vivosmart 4 has two sizes - s/m and large. I decided to check the Best Buy website again and I found that you do carry the Garmin Vivosmart 4 in a large for the same price that I purchased the original one. 


Luckily, Garmin has graciously offered to send me a large in exchange for the s/m that I purchased from you. I'm just a little flustered from the back and forth I received from Best Buy. It was extremely frustrating and confusing. I’m not asking for retribution for anything as I already have an agreement with Garmin, I just thought this should be brought to the attention of someone because I don’t think what I had to go through for an exchange was acceptable.

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Registered: ‎11-30-2015

Re: Garmin Vivosmart 4 Exchange Complaint

Hello nkennedy165,


Welcome to the Best Buy Support Online Forum Community. Thank you for choosing Best Buy for your purchase! We’re sorry to hear that the Garmin Vivosport you had purchased on wasn’t the correct fit your sister. We’d be happy to shed some further light on to your experience for you and discuss the concerns you have in further detail.


We do have both items available on, however, they’re listed as separate items in our inventory as the model numbers are different. We’re sorry to hear that you might not have had the correct information shared with you upon calling (888) 237-8289 on Monday. Any price difference you were asked to pay would’ve been necessary as the Garmin – Vívosport in large does cost more. We’re happy to hear that Garmin was able to make an exception for you and processed an exchange on their end for the correct size. You’re welcome to review our Return & Exchange Promise here. We appreciate the feedback you shared with us. Let us know if you have any other questions or concerns regarding a future purchase. We’d be happy to see how we might be able to assist.



Mariah|Social Media Specialist | Best Buy® Corporate
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