Best Buy & Geek Squad Policies

[bruce48127]

Re: Order {order number removed per forum guidelines}

 

On Friday February 20, I purchased an LG French Door refrigerator at Best Buy #841 in Brighton Michigan. The appliance was on the sales floor and had only a price tag on it, no information regarding condition. When I inquired about the lower price as compared to an identical unit nearby I was told that it was damaged. I examined the interior of both the refrigerator and freezer compartments as well as the exterior of the unit. The damage was several dents on the left side of the unit and I had no objection to them as they would not be visible in my kitchen. I was told the unit was damaged when delivered to a previous customer and that is why it was returned to the store to be sold as damaged.

 

The unit was delivered on Tuesday February 24. During the delivery the freezer door and freezer bin were removed to clear the door opening. Once the refrigerator was in the house I observed the inside of the freezer compartment and noted it was extremely dirty. I also found that the toe kick plate was absolutely filthy, and had several tears to the rubber sweep.  I have a number of  digital pictures, which unfortunately cannot be attached here. When I removed the water filter, water dripped from the filter. It quickly became obvious to me that the refrigerator had been used.  

 

I have no problem with the damage that I was aware of when I purchased the unit, however, the type and amount of dirt revealed upon delivery would indicate significant usage. This is not the light dust or film which would occur over several days while the customer awaited a replacement. I bought a damaged refrigerator, not a used refrigerator.

 

Our salesperson, Kelly was very helpful and I believe forthright when she sold us the unit. I do not question her intentions or her integrity. I do however question the policies of Best Buy regarding such appliances. My receipt says “open box discount”. What are Best Buy’s policies regarding an appliance in this condition? Under what conditions is an appliance considered damaged? When is an appliance considered used?  How are such appliances labeled and how is the information communicated to a customer?  

 

I look forward to a reply from Best Buy.

 

Message Edited by Elizabeth-BBY on 03-02-2009 02:21 PM

[Elizabeth-BBY Community Supervisor]

Dear bruce48127, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Dorothy-BBY Community Supervisor]

Good afternoon bruce48127 -

As a previous appliance employee for several years, I was saddened that you received an item that you were not fully aware of the previous usage.  When an item is sold open box, the sales team normally lists any type of imperfections in the unit, however they may not have all the history on a unit that returns to their sales floor.  While I do certainly apologize for this situation, please know that all open box units are thoroughly tested at our service centers before returning to the stores to be sold if they have been previously in operation.  At the stores I worked at, we listed on the open item tag any imperfections such as dents, scratches, and the units should be cleaned, new or open item, on a regular basis.  

As a consumer, you are well within your rights to return the unit for a full refund, should you determine that it does not fit your needs.  

I hope this does help to clarify your inquiry about open item appliances. 

Regards,

Dorothy

Community Connector

Best Buy® Corporate