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Posts: 1
Registered: ‎04-08-2019

Open Box Purchase.

I have never been treated the way that Best Buy has treated me this weekend.


I purchased online at an open box 55 inch TV. I am aware that it may have been a display but i took the chance of it being scratched or something miner to the TV since it was said to be in Excellent condition. There was only ONE left within 250 miles from me and it was actually an hour and a half away from me. I get excited, purchase the TV online and head out 80 miles away to pick it up the open box 55 inch TV.


I get to to the best buy to pick up the TV, and it was smooth sailing. the TV was not in a box and there was cardboard on the left and right sides of the TV and it was totally wrapped in plastic. I was so excited that i just had the young man load it onto my van and back home i went. 


Upon arriving home, we (my husband and i) were so excited since we planned to watch Wrestlemania that evening on our new 55 inch. As we begin to cut through the plastic, there are to gauges on the front screen of the TV. I didn't now check it before i left the store. It wasn't so much of the money it was more so the trust you invest in these high profiled stores that you walk out with merchandise and never know when you will receive a broken or damaged product. 


I stopped cutting through the plastic and immediately called Best Buy customer service. The rep told me that he was really sorry for the inconvenience and that i was able to take it back to any best buy for an exchange or a refund since i had explained that i had drove close to four hours to the store and back home. He assured me that i was able to go to my local Best Buy and they will take care of me. 


I called my local Best Buy store first. I asked to speak to a manager and the rep insisted on knowing why i needed to talk to a supervisor. I explained to him the situation, and i did tell him that it was an open box purchase. The rep at my local Best Buy store said that i could take the TV in to them and they would be able to exchange or receive a refund at their store. LIE... LIE... LIE.


We went to my local Best Buy and we walked in and they had us go to customer service but we didn't get that far because two other floor reps came rushing to us asking a million questions, when a floor manager as well approached us. He said is this an open box purchase, i said yes, he went on to tell me that i had to take it back to the store that i had picked it from since he could not prove the condition the TV had left the store. I kindly tried to explain that not only did a best buy customer service rep and one of his own associates from that same location told me that i could bring it to any Best Buy for an exchange or a refund. He shut me and said oh no, all Best Buy's have the right to refuse or deny a return. I said to him that this TV was the only one left 250 miles from our home and we traveled 80 miles there and 80 miles back and found it inconvenient to go all the way back to the original pick up store when this was not our fault. He told us no, that he was refusing this return. He was very arrogant and i have no clue how he could even be in  a management position.


It was already 6 PM and the original store where we picked up the TV would take me an hour and a half to get there and Best Buy closes at 8 PM on a Sunday. I was not about to go all the way back. I was already exhausted from the four hour drive from earlier. 


I came home and called customer service again. They rambled on that i should have been able to take back to any store, but i wasn't up to argue with anyone anymore. Today we went to the original store were i picked it up from and the rep that took care of us told me the same, i should have been able to go to any store to return or exchange the TV.  I wanted to exchange it, but they didn't have anything the same as i had paid for and offered me a much lower grade TV for an additional $70.  I went with the refund. 


This experience has left a very bad taste in my mouth. I have always shopped for my electronic needs at Best Buy. But this is the last time that i shop from them. The best buy team members are not all on the same page. One location says something and best buy customer service (at the 800 number) says something completely different. Management was rude and inconsiderate and totally forgot that it is the customer who pays his salary. 

Posts: 2,768
Topics: 32
Kudos: 95
Solutions: 134
Registered: ‎10-19-2017

Re: Open Box Purchase.

Hello, maria_aquino,


Welcome to the Best Buy Community Forums!


I appreciate you taking the time to join us and let us know about your experience with your TV return. This is not the experience we want for you, and when it comes to returns, we try to keep it as simple as possible. Here’s more information regarding our Return & Exchange Promise.


I am happy to look into this and document it at a corporate level for you. First, I am going to need some more details. Will you please send me your order number, full name, phone number, e-mail address, and both store locations you visited? To send the private message, click on the blue button next to my signature.


I look forward to hearing from you.



Deysha|Social Media Specialist | Best Buy® Corporate
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