Well, he took it back, and they wouldn't let him return it because it had been opened--they didn't have the same movie in widescreen, but they weren't willing to order one from another store or give him money on a gift card or anything. He took it all the way up the chain of command, and they kept telling him they couldn't do jack and that it was because of copyright laws (which I kinda doubt--he pointed out that Best Buy will let you return DVDs).
It's a pity when you let your hands be so tied by "policy" that you piss off perfectly reasonable customers. It wasn't like he'd bought a stack of DVDs, unwrapped them, burned them, and was then trying to return them. It still had the stickers on it, and he wanted the same title, just in widescreen. I don't see how that's so difficult, really.
Edit: I wonder if people here would be eating my head if he wanted to buy a game for his PC but accidentally bought the Mac version, or something like that.