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Posts: 1
Registered: ‎03-31-2020

Gift exchange/return was rejected at the local store

My father sent my daughter a cable modem router in an effort to help her once her Spring semester was moved to “online only”. He purchased the Netgear Nighthawk AC1900 C7100V-100NAS for XFINITY INTERNET with cash from a Best Buy in Arizona and mailed it to my daughter in South Carolina. The problem is we have fiber optic internet and XFINITY is not even offered in our county. My daughter attempted to exchange this modem for a router that would work with our fiber optic Internet and she was told that Best Buy did not sell The Netgear Nighthawk AC1900 C7100V-100NASand that she “probably got it from Walmart.” Even after she showed the employee the Netgear Nighthawk AC1900 C7100V on the Best Buy website available for purchase and pick-up at another Best Buy over an hour away, she was still rejected and was told to contact “corporate” about this matter. I having been calling “corporate” for the past 3 days and have been unable to SPEAK with anyone. I tried to have my father send a copy of the misplaced receipt and he went to the store and was told that because he purchased it with cash the receipt could not be pulled up and reprinted. The Netgear Nighthawk was never opened and is still wrapped in the plastic. We will accept a store credit to use at a later time or an exchange for a router that will work with our fiber Internet. Please direct me on how to proceed with exchanging to returning this item.


After I sent the above message to the local store, the manager replied requesting to bring the receipt, credit card used to make the purchase along with a matching ID. The message clearly states that my father, my daughter's grandfather, bought this item in Arizona with CASH and mailed it to her. He tried to get a copy of the misplaced receipt but was told it could not be reprinted.  


I then requested a contact person from "corporate" to speak with as the Best Buy website states that STORE CREDIT would be issued for gift returns. I received no response after my request. 

Best Buy Employee
Posts: 1,922
Registered: ‎01-09-2015

Re: Gift exchange/return was rejected at the local store

Even in the cases of it being a gift, a receipt is required for all returns as noted on the website in the return/exchange promise. We provide gift receipts and/duplicate receipts when requested. Without a receipt the store you visit *MAY* grant you an exception return, but this is solely up to the store’s discretion.

The intent behind that statement about store credit is that while ordinarily funds go back to the original form of payment this causes issues when it comes to gifts. We allow the return of a gift to be placed onto a store credit in these instances. It’s to prevent people from requesting cash back on gift returns, the overarching policies around receipts being required and the return policy still apply.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
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Registered: ‎10-19-2017

Re: Gift exchange/return was rejected at the local store

Hello, @Kegra76


We wanted to take a moment to send you over a post we’ve recently made which may answer your question. 


If after reading you still need assistance, please follow the steps found in the link below. 


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