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New Member
Posts: 2
Registered: ‎08-31-2019

Exchange issue

I bought a Nintendo switch on Wednesday and took advantage of the $30 off a Nintendo game. I was unsure what to get so I asked the associate working if I could exchange the game incase I changed my mind. She said yes there would be no issues. So I picked Zelda breathe of the wild. What I didn’t think about it not a good or suitable game for the six year old I was buying it for. So I went back today Friday, and they would only do an exchange if I paid the difference of the games actual cost without the promotional $30 off I received. They said because the promotion ended they could not do anything. I called the manager and he agreed. I could somewhat understand this but the fact that I was told that exchanging the game was ok, I feel lied to. Whats more frustrating is that this seems like a simple and easy exchange to resolve and please a customer instead it’s leaving me to second guess to ever shop at Best Buy again.
Posts: 389
Topics: 31
Kudos: 56
Solutions: 19
Registered: ‎07-23-2018

Re: Exchange issue

Hello, Mrperez22,

 

Thank you for visiting us here on the Best Buy Forums, and we appreciate you taking the time to share your experience. Qualifying for a bundle discount is always a pleasant surprise, and I can see how it would be easy to make a quick decision on the title without thinking of everyone that may be playing it. Making exchanges of unopened games during the return period is typically no problem, but I can see where there may have been some confusion when it comes to items that were involved with a promotion.

 

Ultimately, it sounds like the store was working within the Terms of the Return & Exchange Promise, but we’d like to review the transaction, in effort to ensure all routes to resolution have been explored. When you have a moment, please send a private message with your full name, email address, and telephone number. To get started, just select the darker blue box next to my name below.

 

We look forward to hearing from you!

Sarah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎08-31-2019

Re: Exchange issue

That’s ok I went to a different Best Buy that understood the importance of customer service and how easy of a solution there was. Without me having to say anything they exchanged it no problem with a manager override.
Posts: 389
Topics: 31
Kudos: 56
Solutions: 19
Registered: ‎07-23-2018

Re: Exchange issue

Good Morning, Mrperez22.

 

Thank you for providing that update, and I’m glad to hear things were resolved at another location. There are scenarios where exceptions can be made, and I'm happy that was the outcome for you. Please know, if you require support in the future, our team will be available here on the Best Buy Forums. We look forward to seeing you in our stores and online again soon.

 

Enjoy your day!

Sarah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!