How to Exchange Nest x Yale Lock for Another Color

[raburke6]

I purchased a black Nest x Yale Lock in black suede, but should have ordered oil rubbed bronze. I purchased during a black friday sale and am not wanting to return this, then buy new since prices are now more expensive. Am I missing an "exchange" option through the online return process that would allow me to make the swap?

[Brad]

Hey there,

Sorry to hear you're experiencing this, I can imagine this has been stressful for you. Please fill out this form, and a higher tier of support will reach out to you with next steps. As a side note; we unfortunately do not offer replacements for parts. If your device is no longer under warranty, we aren't able to offer a replacement, We're sorry for the inconvenience. 

Best regards,
Brad

[raburke6]

So I filled this out and was informed that I can only exchange for the same color. That seems pretty absurd. I’m sure people get the wrong color often. Anywhere else you just exchange it. I don’t want to just return then buy a new one because the item was on sale previously. Pretty disappointed with the lack of customer support for a very very basic exchange.

[Brad]

@raburke6

Sorry to hear that you weren't able to exchange for a different color. I am afraid we wouldn't be able to offer the option in the forums, but thank you for bringing this to our attention, and you're more than welcome to leave your feedback in the app.

Best regards,

Brad

[Brad]

Hi there,

Just checking in on this thread and the activity on it. We'll leave this topic open for another 24 hours in case there are any follow-up questions or comments.

Best regards,
Brad

[raburke6]

No further questions. Just odd and disappointing that an exchange for another color can’t be done. That seems like it would be the most common reason why someone would ask for an exchange. I appreciate your help, but won’t order from the Google Store any longer since this same request to exchange can be accommodated through retail channels. 

[Brad]

Hey there,

In an attempt to keep content in these forums fresh, we'll be locking and closing this thread. If you still need assistance with this issue, feel free to start a new thread. Thank you for your understanding.

Best regards,
Brad