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Posts: 1
Registered: ‎05-21-2020

Best Buy switching products in new boxes

I purchased a new stereo from Best Buy Sierra vista store Arizona when I got home a used stereo was in the box brought it back and the manager accuses me of putting another stere in the box I dident I asked to look up serial numbers he wanted to look a store video and said it would take two days also said I had to take the stereo back and I refused I wanted to know where the stereo in the box came from by checking the serial numbers also onkyo and pioneer are the same company everything else in the box was still sealed in plastic like the remote and paper work .the store manger said if I dident take the stereo back he would treat it as abanded and trash it .why could he do a serial number and match withsupply chain and find out what happened they loaded the stereo from store to truck and I gave them the box at front door

Posts: 1,020
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Registered: ‎10-19-2017

Re: Best Buy switching products in new boxes

Hey there, Qwerty1231,


Welcome to our Best Buy forum community! While I wish you were connecting with us under happier circumstances, I'm glad that you took the time to bring this to our attention. That said, we appreciate how patient you've been while waiting for a response. With everything going on with Covid-19, we're handling a larger volume than usual, but are working to get to everyone as fast as we can.


We know that getting a new stereo is a big deal, so we're honored that you decided to make this purchase with us. However, the experience you described is far cry from the one we meant to provide. I know how excited I get when I have a new electronic to set up, so it makes me sad to learn that your excitement turned to confusion when you opened the box and discovered it was not a new stereo. That would make me want to do a return or exchange as well!


That's not a position we want any of our customers to experience, but it hurts me to learn that the store added to your stress rather than helping fix the situation as expected. While the employee you worked with was correct that if you left the product there after the return was denied it would be considered abandoned, it doesn't sound like the employee handled this situation the way we would have hoped. Although I can't make any guarantees toward a certain solution at this point, I would like to look into this situation further. That way we can look into possible options to try and turn this experience around.


For us to get started, can you please send over your full name, phone number, and email using the "Private Message" option in my signature below?



Elle|Social Media Specialist | Best Buy® Corporate
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