Other Customer Service Support

[bertrandcolin]

I bought a PS5 game on Jan 24 through the website. Then few days Iater I returned this game via UPS after filling out all the details and information online. So I got the label and everything else through the bestbuy website.

The game has been received on Feb 9 by BestBuy and I received an email saying that my refund was on the way.

Then Today I decided to talk to a rep because I still haven't received my refund and the guy told me that this game was non-refundable and that they already sent it back to my address without letting me know anything...

The thing is that I moved from CA to TX so there is no way I can receive this game...

What can I do? This is by far the worst customer service I have ever experienced.

If this was non-refundable, then why did the system let me return the game in the first place? Now I have no refund and no game! Thank you Best Buy?

[Jimmy-BBY]

Hello, Bertrandcolin,

Thank you for reaching out to us here on the forums.

Due to the nature of physical media, it can only be returned if it's unopened and all remain unbroken. As soon as they are opened they can no longer be returned. I link our return policy below if you're interested.

https://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat260800050014.c?id=pcmcat260800...

When it comes to the game being shipped to the wrong address, I would be happy to look into this with you and see what's possible. Send us a Private Message with your full name, phone number, and email for verification to start.

Jimmy