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New Member
Posts: 2
Registered: ‎04-09-2019
Accepted Solution


Re Store #1076
On April 5 I bought a Samsung S9 phone at this store. Since the demonstration model was not functional, I bought it without trying. I was also sold a Sprint SIM kit which I was told would work with this phone and my service (Sprint via the Tello MVNO). This was, however, not the case.
On April 7, I returned the phone as unsuitable after going through the Tello SIM compatibiity process, was charged a $35 restocking fee and was not refunded for the SIM kit which I had been assured would work (we legal eagles call that a warranty).
Your restocking fee policy states that the fee is applicable if items are opened AND returned. Samsung S-Series phones are open by default, especially since the associate had to scan the back of the phone prior to sale; and, since the SIM kit was represented by your associate as being operational for that phone, the kit was, opened based on the sales associate's representations as to its suitability.
I therefore demand a return of the restocking fee and the cost of the SIM kit.
Since Best Buy appears to have no email address for customer support, I'm posting here.
I do, of course, have receipts.


Posts: 389
Topics: 19
Kudos: 58
Solutions: 65
Registered: ‎10-19-2017

Re: Disgust

Hey, Mainstyman, 


Once a phone has been opened, it is subject to the restocking fee. While many customers opt to have their phone opened for the walk out working experience, it is not required as we can gather all necessary information to scan from the box itself. While the restocking fee is not something we would refund, we do appreciate you taking the time to write in to us today about your overall experience. 


In addition, we never want our customers to receive any information that is not accurate, and would love to follow up on your SIM experience with the store for training purposes. To do so, I would just need you to send me a private message with the store you visited, your phone number, full name, and email.


To send a private message, simply select the blue box labeled Private Message to the right of my signature. 

Faith|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎04-09-2019

Re: Disgust

All resolved to my satisfaction. Thank you.