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Posts: 1
Registered: ‎01-16-2021

Please Help: Trying to Return uncancellable cell phone order

I’m hoping someone in Cust Support sees this and can give me assurance that this will be resolved.


  1. I had ordered a Note 20 Ultra right before Christmas as a gift. This was available in my local store, but since it was a price match with Amazon, I called and the lady on the phone took the order. There was a free MOGA controller promotion along with the phone, which is why I decided to buy from BB to begin with.
  2. I requested same day delivery instead of curbside pickup since it showed in stock, and she put the order in. I did not want to go to the store during COVID, so picked the same day option.
  3. I did not know that the sales rep had put the order in a store that was across the country – in the North East. Why would she put in an order across the country when the store 5 miles from my house had the phone? The store she put in did not have the phone in stock and later that night they postponed the order.
  4. I called multiple times over the next few days to either cancel the order or change pickup to my local store. They would not help me claiming the system does not allow changes. However, they successfully cancelled my Free item ( The MOGA controller) but did not cancel the phone!
  5. I was told that I could return the item once I received it. I received the item last Saturday. I went to the store today (Friday) to return the phone (within the 2 weeks return window after receipt), and they refused to take it since they claim it’s outside the 14 day return window. They are treating this as an in-store order from the original order date. So, they don’t care that the shipping took 2 extra weeks and refuse to process the return in store.
  6. So that this point, I have:
    1. Lost the free controller which was cancelled
    2. Was shipped an item I did not want and could not be cancelled
    3. Am not being allowed to return said item as your system is handling this as an in-store order.
  7. Please help me return this item successfully. I do not want to be out of the 2 week window after I received the item. Thanks!
Posts: 1,308
Topics: 61
Kudos: 238
Solutions: 52
Registered: ‎11-23-2018

Re: Please Help: Trying to Return uncancellable cell phone order

Hi, chanukyarp, and welcome to our online community!

Thank you for posting on our forum for support with your recent order. I'm sure you were thrilled to be told you'd receive your phone and free controller the next day after making this purchase over the phone. I hate to hear about the events that unfolded after discovering the order delay, especially now that you've received your phone and the return was denied. I'd like the chance to do what I can to help.

To start, please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name below.


Allison|Social Media Specialist | Best Buy® Corporate
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