What a horrible service experience! I went to return/exchange a phone case I bought for my son for Christmas.
The store clerk told me, "We gave people until January 10th to return Christmas purchases and you are too late" When I asked if I could exchange or get store credit for the case I received a curt "NO".
I just finished completing returns at Fry's Electronics down the street with no problem and courteous behavior.
I guess the answer to why Best Buy stock is way down is apparent. When you alienate a customer over a $15 return it can't be good. I have already told 5 people personally about this experience and will continue to spread the word.