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Posts: 2
Registered: ‎06-11-2018
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Bad customer service at Best Buy

Dear Madam/Sir,

 

I procured a reburbished unlocked iPhone 6 recently at one of your storges in Northern Virginia.  I was told by the salesman there should be no problem with inserting a SIM card for whichever carrier of my preference.  Well, it turned out after I inserted the SIM, there phone would not work. I took it to an Apple dealer and they confirmed the phone was indeed locked to work with one specific carrier (different from my carrier).  So I called the # provided for customer service 1-888-BEST-BUY, and I was told I should take the phone back to the store.  I attempted calling the GM at the store, but could not get thru the switchboard.  I am currently living in Texas and NOT able to take the phone back to any store much less travel to Northern Virginia.  I was told by another customer service representative to ship it back to your Shepherdsville, KY warehouse, which I did.  I included a copy of the receipt inside the box and also an explanation letter asking for a refund.  As per USPS the parcel was delivered 2 weeks ago, so far nobody from Best Buy has contacted me.  What can I do to solve this issue?

Thanks.

Posts: 3,164
Topics: 14
Kudos: 193
Solutions: 186
Registered: ‎12-23-2016

Re: Bad customer service at Best Buy

Hello EReynosa,

 

Welcome to the Best Buy Community forums.

 

Generally speaking, an item purchased in one of our stores cannot be returned by mail, and must be returned to one of our stored. I would guess that the package will be returned back to you.

 

Under our Return & Exchange Promise, the phone could be returned for up to 14 days from the time of purchase, though you would be looking at a $35 restocking fee if it was opened.

 

I’d very much like to take a look into this situation for you. If you could please send me a private message, by using the link in my signature below this post, with some of your order details, I’d appreciate it. Please send along your phone number, the customer service PIN from the bottom of your receipt, and the tracking number from when you sent the phone back to us.

 

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎06-11-2018

Re: Bad customer service at Best Buy

Thanks so much Kyle for your quick answer! This is great news!!
Posts: 3,164
Topics: 14
Kudos: 193
Solutions: 186
Registered: ‎12-23-2016

Re: Bad customer service at Best Buy

Hi again EReynosa,

 

You are very welcome. I’m super happy that we were able to get his worked out for you.

 

If you ever need help with a future Best Buy purchase, please don’t hesitate to reach back out to us here on the forums.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!