Sent the wrong laptop

Question

Hi,
    I just returned from my Best Buy store from what I thought was going to be an easy transaction.   It was anything BUT easy. Quite disheartening, actually.
On 3/13/15, I received the refurbished laptop that I ordered online,.  I  promptly called our local computer shop and paid to have it all set up (email client, FTP client, etc etc), and had him install all of the programs that I use on a daily basis.   I noticed some lag in one of my programs (program hangs and screen flashes) so I contacted Corel's support team to ask what I needed to do to my laptop to get this program running smoothly.   He asked for my system information, so I brought up the system spec screen.... and Lo and Behold!  No wonder!  I  had ordered a laptop with an Intel i5 processor and 8GB of RAM and the specs I was looking at (for the first time since I received the laptop) read that it was an AMD processor and 6GB of RAM.   So I went back to my local computer shop and had him undo/remove everything he had installed and to remove my personal info.   I immediately put it back in the box with the packing slip and drove out to my Best Buy in Kenosha, WI.   
I explained to the girl in customer service that I had received the incorrect item and that it was my desire (because I am without a computer until this is resolved) to return it & void out the order to get my credit back on my card, so I could go into the store and purchase one $300 more expensive, because I needed a computer ASAP to replace this one and not put my entire life and livlihood on hold until the correct item could be shipped to me.  I had researched for a long time online before I left home to find what similar item my store had in stock, and decided that the extra $$$ for a better product and not having to be without a computer for weeks was my only option to save my reputation as a business.  She informed me that she could not return the item in-store and that I would have to ship it back and my return label would be emailed to me in 48 hours.  I informed her that without a laptop with my email client configured (which I had removed before returning it) I could not receive that shipping label.   She shrugged.   Guess that wasn't her problem either...... just like my incorrect item.   I tired of her, "oh Gawd, another disgruntled customer" attitude and asked for someone above her.
Rachel, my new customer service rep, was gentle and kind when she explained to me that her POS system would not allow for the item to be returned due to the fact that she could not scan it to return it because it was not the correct item.... but no other resolve was met.   I told her to make a note on my account that I had returned laptop serial number XXXXXXXXXX and that I was done with messing around, running all over town, fixing a mistake that Best Buy made and that THEY could ship it back to it's rightful destination and I would expect my card balance credited the amount I paid for the laptop so I could purchase one today.   Well THAT wasn't happening.
I'm out the money I paid my computer shop to set it up and the small fee to undo all of that and I'm expected to put my life and job on hold, without a computer, and also put more time into correcting Best Buy's mistake and then wait who knows how long before my Best Buy credit card is refunded??    Being without a computer will destroy me and my reputation for speedy customer service.
The email address associated with this forum account is also my Best Buy account email, and also the email that I have no access to until I have a computer of my own to install my email client on, so I am not sure how you will contact me with any resolve.   I do have a gmail account (that I can check on any computer) that I could private message to you if this helps.    Please find a way that this sale can be voided and Best Buy can deal with returning it to whereever it came from. I CANNOT wait days and days and days before I have a computer with my programs on it to work from.  I understand that human errors occur, but adding insult to injury and sending me away with a useless computer, has left me much less forgiving of that error.   
The laptop I purchased cost $479, refurbished.  The one I was planning on walking into the store and purchasing is brand new and $300 more than what I paid for this one.   I need to be able to return to Best Buy, hand them this useless computer, have my sale voided, and purchase a new computer ASAP so as not to affect MY customers the way this has affected me.     I care very much about my reputation, and would hope that Best Buy does too.
Please help me to resolve this quickly.   For a bit more info:  the model number for the laptop I ordered ended in -n015dx and the one I received ends in -n010dx.
Thank you for your kind time and attention

Answer 1

To quote the packing slip I received with this product that I did not order:  "We promise to be your trusted partner for technology by delivering advice, service and CONVENIENCE you DESERVE - all at competitive prices.  If you are not fully satisfied with your purchase, let us help you with a replacement, return or repair.   During the returns period, you may return your product for credit or exchange at ANY Best Buy store in the U.S. or simply mail your product to our return center to receive credit."
Fully inside the return period, I did exactly what the packing slip instructed me to do.    Conveniently this packing slip does not list the serial number of the item I received, It is noted as "N/A".  How convenient.   I'd say that the serial number of this item is quite applicable and protects you AND me.  So when the in-store associate went off down the counter to whisper on the phone to whoever was advising her about my dilemna (right after she said into the phone, "yeah, she's standing right here"), I can only assume that something is being covered up.  She came back treating me like I was being the unreasonable one and refused to accept the return of this item that I DID NOT order. I left that store livid.
I have 3 jobs, 2 with employers and my internet business that I had HOPED would take off one day to the point that I could quit one of my other jobs.   Well my self-employment took quite a few steps backwards due to your error, inefficiency and inability to stand by your promise.    My life is work, sleep 3 hours, work, sleep a couple more hours, then work here at home until I can't keep my eyes open.  I then take a nap before I get up and start the whole cycle again.   I will not lose sleep or work to fix YOUR mistake.   I will not spend another penny fixing your mistake (paying, yet again to have my email client set up on a computer that is not mine.)
Do not insult me with flowery words to pacify me while the return period conveniently expires.    One of my jobs today will take me within 5 miles of my Best Buy store in Kenosha, WI,    I am willing to take time out of my day ONE more time to help YOU rectify YOUR error.   Make this happen.   Teach your inept employees how to process the return of this severely inferior product that you shipped to me instead of the one I ordered.   I am attempting to return to you, what is not mine, as a favor to YOU.   Not the other way around.
Your financing option (that I have utilized year after year, for over 10 years) will force me to once again be at your mercy when I purchase my new laptop, but I will never ever EVER again deal with ordering anything online or having anything shipped to me.  This has been a nightmare.
Fix this.  Make it happen.   I don't care how your policy and procedure are written, there are consumer laws that override that policy.    I am NOT liable (financially or physically) to make this better.  You are. 
Fix your error.