Other Customer Service Support

[Svarnad0]

Hi, My fwife purchased a Schwinn Airdyne AD7 Exercise Bike. It was deliver 9/4/2020.  I called the return department on 11/28 to return the bike because it wasn't what I expected. The representative I spoke with processed the request, informed me that I should expect a refund with 15 days, that I would get a call from a courier to schedule a time to pickup the bike, and to call back should I have any questions.  He gave me a confirmation number of: {removed per forum guidelines}.  

After receive this information from your representative and knowing that I would be have the purchase amount credited back to my wife's card, I decided to purchase another/different piece of exercise bike. I also did this on 11/28.  However on Monday, 11/30 my wife received an email stating:

Hi Camellia,

Thank you for choosing Best Buy.

This is regarding your recent purchase with Best Buy with order number {removed per forum guidelines}. We understand that you would like to return the item you purchased. We are unable to process return label or pick up for delivery type orders. We suggest that you speak with our appliance team so that they can process a return order for you.

You may call us at 1 888-237-8289 and request to be connected to appliance team.

We appreciate your business. For any other concern, you may visit our Help Center at www.bestbuy.com.

Sincerely,

Kissen
Best Buy Customer Care
Reference ID: {removed per forum guidelines}

We were NOT made aware that the item we purchased was outside of the Return Policy. The big problem is that I wouldn't have made another purchase had I known at the time of the request to return, that the item I puchased from Best Buy wasn't eligible for return.  I understand the need for policies but this situation arose from misinformation from your representative.  I'm now seemingly stuck with a product that I don't want. My request is that you allow the return and subsequent credit to my account. This is certainly not something that normally occurs I'm sure, where your representatives Approve a return then later, 2 days, Reject a return. I hope that would allow this exception, in spite of your current policy.  I can be reached at {removed per forum guidelines}.

Thanks Savern

[hockeycanuckjc Community Veteran]

From the BBY site

Purchases made October 13, 2020 through January 2, 2021 have an extended return period through January 16, 2021, excluding items purchased with a third-party contract (e.g., cell phones, cellular tablets and cellular wearables, AppleCare monthly plans, etc.), holiday products (e.g., artificial trees, lights, decorations, etc.) and major appliances. All other terms and conditions of the Best Buy Return & Exchange Promise apply. 

If you want to return or exchange your purchase, please know that the time period begins the day you receive your product and applies to new, clearance, open-box, refurbished and pre-owned products. This policy applies to purchases from Best Buy, Pacific Sales, Magnolia Design Center, Best Buy Education, Best Buy for Business and Best Buy Express kiosks.

If you purchased before this date, regardless of the situation you can't return. There was a period where they were accepting returns due to COVID but went stores opened again for in store pickup and limited capacity shopping, this policy was suspended and the regular return policy applies.

[Alyssa-BBY Retired: Social Media Specialist]

Hey there, Svarnad0,

Welcome to the Best Buy Forums! We have a lot of great resources and articles on our site here, and I'd like to invite you to check those out when you get the chance. While I wish that your joining were under different circumstances, I hope to be able to shed some light on this.

As hockeycanuckjc mentioned, we are offering an extended period for returns for most products purchased between October 13, 2020 through January 2, 2021. It sounds like the purchase in question was delivered before these dates, and would have a return period of 15 days that starts the date the item was delivered. Additional details about this can be found within our Return & Exchange Promise. 

It is never within our intentions for any misinformation to be provided, and apologize if this was the case. Our team would be more than happy to review this further, and document your feedback regarding this. With that said, we ask that the original purchaser contacts us directly about this, as we would need to work with them per our Privacy Policy. They are welcome to create an account here on the Best Buy Forums as you have. If you were the original purchaser, please feel free to send me a private message with your full name, phone number, and email address so I can review this further.

Best Regards,