01-03-2020 12:18 AM
I need an assistance in resolving the issue about the re-stocking fee that was charged on my account. I recently purchased a mirrorless camera in which I exchanged, on the same day, for a different unit. The camera was unused, unopened, and technically just in my possession for less than 5 hours.
During the exchange of the product, the staff did not explain the re-stocking fee and proceeded with processing the other item in which I agreed to pay. To my surprise, there was a re-stocking fee of $300. I asked the staff as to why I was charged for the re-stocking fee even if the camera I first bought was unopened. The staff said that it was opened and that it is clear on the return policy that a re-stocking fee will be charged for opened mirrorless camera. I insisted that I did not open the box (it was one of their staff who opened it during the exchange process), but they did not take my statement seriously and just brushed it off.
I decided to leave (avoiding heated conversation in the store) and just sought resolution with the customer service on the phone. The customer service representative tried to assist me, however, she cannot issue the refund on the phone, asked me to go back to the store and told me to ask for a district manager if the staff will still refused the refund.
I am hoping that you will be able to assist me with this matter as I don't want to go back to the store without assurance that a refund will be issued to my account.
01-03-2020 01:31 PM
Hi there, cviesc2,
Welcome to our Best Buy community forum! Getting a new camera is a big deal, so we're honored that you decided to make this purchase with us. However, the interaction you described does not match up with the shopping experience we meant to provide. While I wish that things had gone differently, I'm grateful that you took the time to share this with us so we can step in.
Our Return & Exchange Promise does state that mirrorless cameras will be subjected to a return stocking fee of 15% of the items purchase price. That said, the policy also states that fee shouldn't be applied if the product was not opened, so I'm sad to learn that you were charged a fee when it was an employee who opened the box. That doesn't sound right, so we'd like to investigate this further.
When looking on the right-hand corner of your screen there should be an envelope icon. I'm going to send you a Private Message shortly so we can better address your concerns. Please keep an eye on that icon so you can view my message and we can proceed.
Looking forward to working with you!