In Store Pick-Up Confrontation

Question

I purchased a nintendo $20 eShop card online, and selected to pick it up at store #152 in San Antonio, Texas. I went in to pick it up, and the employee did not know how to activate it using the respective computer that is for online orders. It needed some sort of number,and he thought he needed to scratch the code in the back in order to get the necessary number. Me not knowing how that process is suppose to work agreed with him scratching the code off, as I just wanted to get going. So the employee scratched the code off and still couldn't get it activated, thereafter he decided to call of the mobile manager to get some help.
The mobile manager (Rebecca) came over and tried to activate the card but they couldn't figure it out either. For being a manager I'm suprised she couldn't figure it out. So after much trying, she believes she figured it out and tells me to go home and try it and if it doesnt work to come back and she'd exchange it. Even though prepaid codes should not be returned/exchanged.
And of course as expected the code did not work. So now I'm driving back to Best Buy just to exchange it. Now I'm taking the fall as I will have a return marked on me because the employees and manager thought they activated the code but really didn't. I asked Rebecca if there was another way of going about this as I didn't want to have a return marked on me for a reason that wasn't even my fault but rather theirs. Of course she said no and the only way they can give me a working card is to do an exchange. So after trying to do the exchange and couldn't do it, she trying running some sort of exceptions and didn't work, tried doing it without reciept and didn't work. My guess is because it is a prepaid card and they're not returnable. 
So after multiple attempts and about 20 minutes of trying to make an exchange I then noticed Rebecca rotated the computer screen to herself and make some adjustments. So what she did was that she completely adjusted the price of the card to $0.01 and marked it paid as cash, and handed me the card. (I have the reciept)
I then made the comment, "For future reference, I would recommend that you cancel the transaction before selling me the scratched card that you think you activated and then nearly getting a return marked on me when it wasn't even my fault." 
Rebecca: "You told my employee to scratch the card which is why we sold it, and yes we thought the card was activated." 
(Only reason I told him to scratch the card was because I thought it was necessary in order to get it activated, which is what the first employee told me.)
After more back to back confrontation of me telling her it's better to cancel the transaction before selling it and having me go back and forth just to see if they did their job right, she then tells me, "Well sir, that's just your opinion." I left it at that and just left.
In summary:
I went to pick up prepaid card
Employee and Manager did not know how to activate card using respective computer for online purchases.
Manager tells me to go home and try card they believe was activated
I return to exchange because code did not work and was informed it would have to be an exchange which would be marked on me.
Manager (Rebecca) could not figure out how to get the return to work using multiple ways.
Rebecca decided to sell the card rather than exchange and mark it down to $0.01.
I told Rebecca what would be best for future reference.
I get confronted that it was my fault it was sold to me since I said to scratch the card.
Rebecca then says it was only my opinion and not a fact.
I left.
On a complete side note: I also heard a phone conversation with another employee and a customer. The customer was asking if they had something to charge his/her galaxy note 2. The employee was unknowledgeable of how to respond and began making crude faces while trying to answer the customer. Apparently the employee thought a lightning cable would take care of the customer's problem. How did that employee get employed at Best Buy is beyond me.
That had to have been one of the worst experiences I have ever had at Best Buy, and not to mention the most unprofessional one.

Answer 1

Hello Jerryf008,
Placing an order online is supposed to be a convenient way to have your order available and ready to go in a short time, not the on-ramp to to a road filled with complications. Our store representatives should be familiar enough with our processes to complete a transaction like yours effortlessly. I very much regret that you had to make two trips to this San Antonio location in order to have a usable Nintendo eShop card.
There is never a time when it is acceptable for our representatives or managers to be anything but respectful when working with you and our other customers, and I apologize for both your having to personally cope with unprofessional behavior and for having witnessed it in another customer interaction. Please know that I will make your remarks available to the store managers so that they are aware of what occurred. We cannot improve meaningfully without valuable feedback like that which you have provided.
I'm grateful that you took the time out of your busy day to share your remarks with us.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
 Private Message