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Posts: 1
Registered: ‎01-31-2021


purchased a phone from best buy online ON 1.28 and picked it up curbside on 01.28 and i picked it up shortly after their store had closed.  I noticed that when I peeled the plastic back on the back side of the phone that there was a hairline crack all the way down the edge going inward toward the top of the phone. I hadn’t activated the phone or anything because it was purchased as a gift and I already have this exact same phone. I contacted Best Buy customer service department as soon as they opened I spoke with a nice man named Tim who reached out to the store manager via email and explained my situation as well as advised me that this exchange would be no issue as he was thoroughly documenting my account.  I did not make it in until the following day to do the return which shouldn’t have mattered because of the fact that management was already notified which i confirmed that day in the store and the management STILL refused to do the exchange. I was livid. I spend a decent amount of money with this company considering I am an “Elite Plus Member” and to be treated like I was the bad person or the one at fault added insult to injury which fueled me to file this complaint. The managers Lauren and Alex (who are shift supervisors) BOTH refused to help me and said “contact the manufacturer” THIS IS A GIFT. I’m not doing that I shouldn’t have to this phone was purchased less than 48 hours ago and you have the nerve to tell me its not on you its Samsung?? So the fact that Best Buy has a few of their own brands they sell but the majority of their items are branded my Apple, HP, Dell, Lenovo, Samsung etc so if one of those products which THEY purchase from these manufacturers are sold damaged its not on them to make it right?? I don’t think so. I’m not falling for that and I’m letting everyone know dont ever purchase cell phones from these con artists go direct because if its flawed you will be forced to do that anyway because they own NO accountability to defective products (according to the theater supervisor ALEX) they only sell the items and wash their hands of it after that.  He also mentioned they go through quality checks. And?? That could’ve simply been someone who dropped the ball and missed the defect or simply didn’t feel like doing their job that day. I was beside myself. I plan to dispute the purchase with my bank because the product was definitely not delivered NEW as I ordered it and Best Buy failed to deliver on their “promise” which states verbatim: Damaged, defective or incorrect items:” If you receive a product that is damaged in shipping, defective or that is not the product you ordered, please return it during your return and exchange time period to Best Buy and we'll arrange for a replacement. If you would rather return the item by mail during your return and exchange time period, please call us for special instructions at 1-888-BEST BUY (1-888-237-8289)." This is a blatant lie and was not honored in the least. If this exchange is not completed the next step is the Consumer Financial Protection Bureau, now its on principal.

Posts: 1,832
Topics: 92
Kudos: 296
Solutions: 98
Registered: ‎11-23-2018


Hello, MsParker,


Thank you for joining our online community and posting for support. I can imagine you were excited to pick this phone up and give it as a gift, and I hate to hear that this item was damaged and you've run into issues returning it. I appreciate you reaching out, and I'd like the chance to document your experience and do what I can now to help.

First, please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name below.



Allison|Social Media Specialist | Best Buy® Corporate
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