Best Buy is the worst about this stuff! I’m still bitter bc a few years back they delivered a brand new washing machine that didn’t work. I asked them to come back and pick it up to exchange it for something else and their pick up crew didn’t record that they took the machine back. Luckily they left me a slip showing they picked it up. But it still took me 9 months of fighting with the store to get a refund and I was accused by the manager of creating a “loss issue.” After they finally refunded me they still charged me a pro-rated amount for having the warranty for 9 months bc they didn’t cancel it the same week they picked up the machine.

What worked for me was to go to a different Best Buy store (bc the manager was a dick) and show them the evidence in person and ask for help to resolve or escalate the issue.