I went to a Best Buy store to purchase an office equipment for a non-profit organization. I had a Best Buy tax exempt card issued to us last year. This time the clerk said that Best Buy had changed some policies and last year's tax exempt card was no longer valid. I gave him our tax exempt purchase certificate from the secretary of state and asked him to use that to apply for a Best Buy tax exempt card. He could not do it because the document must be submitted electronically to their office. I had to go back to my office to do this. After I got the Best Buy tax exempt card online I went ahead to ordered the office item I needed. Before I placed the order I changed "deliver to home" to "pick up in store." The next day I got an email notice telling me to pick it up in the store. I went to the store and showed the clerk the notice in my phone. They gave me the package and tried to scan the QR code on the package. There was no response. So the clerk cancelled my online order (although it was already delivered to the store.) and sold one to me right there. Three days later I received the same item delivered to my office. I knew the online department must have made a mistake. I could have driven to the store to return it. But the store was far away. I was busy and wanted send it back by UPS. I chatted with an agent online. He asked me a ton of questions to verify who I was and what I had bought and what was the issue, etc. etc.. I explained the story repeatedly but he had a hard time getting it. Then he gave me his best answer: "You can return it without being charged for the item." What ridiculous answer is that? Of course I can return it without being charged. First of all it was their mistake to send it to me. Secondly, it just arrived. The package was not even opened. Of course I can return it. I told him that I would like to have a prepaid return label send to me so that I could just go to the UPS store next to my office. He sent it to my email. I checked the return label. It looks very different from any UPS label I have seen. I was afraid my package would get lost. So I decided to go to the store to return it anyway. After I returned the item to the store I wanted to be sure that Best Buy would refund me. So I chatted with their agent again. It was another frustrating experience. After going in circles he told me: "I advise you to go to the store to return it." I said I had already told him several times that the item had been returned to the store. My concern was if I would be properly refunded, and also not be charged for the prepaid label. He said that if I had used the label to send the item back there would be a charge. Why would there be a charge if I had used it to return the item? If was their fault for sending me the item. They should send me a return label prepaid by them, of course. I went through the trouble wasting my valuable time chatting with them about it; I had to waste my time driving to the store to return it. It was just a very frustrating experience. It's so not worth it. I always thought of Best Buy as a top notch store. Now I know it is far from it. Compare it with Amazon. No wonder Amazon is so successful. Shopping on Amazon online is quick, easy, and hassle free. If there is any issue at all the customer service staff would resolve it immediately. For those reasons I shop almost exclusively on Amazon now. Not once was I disappointed or frustrated.