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Posts: 2
Registered: ‎05-21-2020

Missing Grill to Open Box Martin Logan Motion 20 Speaker

I ordered 2 Martin Logan Motion 20 speakers open box speakers.  One is missing a grill.  Because of COVID, they put the 2 speakers in the car and so inspecting them before I bought them was not possible.  When I got home I found one of them was missing the grill.


The telephone number listed for the store is disconnected, so I cannot call the store.


The online chat does not work, it says they are busy.


When you call the customer service phone number passed a certain time (1 pm), it states to call tomorrow at 9 am.  When I call at 9 am, it states the wait time is 3 hours and 45 minutes.  


I understand it is COVID, so things are different.  But no possible support for a simple thing like this should not happen. I just want to know if I can come to pick up the grill you forgot to include for one of my 2 speakers.  


Is my only option to leave my phone on for 4 hours and hope I get a response from the phone customer support?

New Member
Posts: 2
Registered: ‎05-21-2020

Re: Missing Grill to Open Box Martin Logan Motion 20 Speaker

Well I got through to customer service on the chat and got even worse customer service.


They told me to call the store.  I have tried this (858) 613-7359, the Carmel Moutain phone number.  When you call it, it states this "number is disconnected or no longer in service."  I have tried many times to call this number.  The online chat person (Darby H) stated the number works.  He then said he would have his wife call the number.  Less than 20 seconds later, he said his wife called the number and it worked fine.  I then tried again to verify this.  Still a disconnected number.  I found it strange that his wife was able to dial the number and respond back to him so quickly.  I felt lied to, so I asked to speak to his manager.  Well he stated he is the supervisor and there is no one else to talk to.  So that is always reassuring.  I then asked him, since he could get through, to call them for me and ask.  His response:

"The only people who can assist with your issue is your local store. Please see them in person if your phones are broken, or call them from a working device. " 

Classy response Darby H.  Now I have a broken phone based on customer service from Best Buy.


So how did I get the chat to work you might ask.  Well my microwave just happens to break yesterday, so I was hoping to pick up the grill and a microwave at the same time.  So I was shopping for a microwave on the website and a chat request immediately came up and within 1 minute I was talking to some.  You can guess that I will now be shopping somewhere else.  I try to shop on Amazon last to help out the other companies, but I can assure you Amazon has always had great customer service with any issues.


If customer service chat is not working for you, shop for something on the website and a chat request will appear and someone will talk to you immediately.

Posts: 4,663
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Registered: ‎11-29-2016

Re: Missing Grill to Open Box Martin Logan Motion 20 Speaker

Good afternoon, ricorx7,


Welcome to our forums, and thank you for sharing your experience with us.  My apologies for the delay in our response to your post,, as we’ve been experiencing a slight backlog on our Support Forums over the past few days, and it’s taking us a bit longer to reply to our customers than we’d typically expect.


To start, I’d like to make sure you’re utilizing the correct phone number to reach out to our Carmel Mountain location, should you still need assistance with this purchase.  The phone number I see you’ve provided here, (858) 613-7359, does not match the phone number we have listed on the Carmel Mountain Best Buy’s store page, (858) 613-7539.  This could explain the issue you were having when dialing that number, and I’m hopeful you’ll be able to connect with them, using the correct phone number.


In regards to the speakers you’ve received, if there are any missing accessories, or they’re not quite what you were expecting, please don’t hesitate to utilize our Return & Exchange Promise, to return them to us, or work with your local Best Buy store to arrange for an exchange.


If you have any other questions or concerns, please don’t hesitate to visit our Support Forums again.


All the best,

SeanM|Social Media Specialist | Best Buy® Corporate
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