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Posts: 2
Registered: ‎02-21-2020

Refusing delivery of a phone, return shipping fee

I went to the local Best Buy store yesterday to get a Pixel 4xl and specifically asked for the 128 gb model. The guy at the counter confirmed it was in stock and confirmed again with the girl who went to get it where the 128 gb models were located in the display. After transferring my data and setting up my service with google Fi I discovered it was actually 64gb and was almost out of space already.

 

I returned it to the store but they then said that they had no 128 gb models in stock, that there were none within 50 miles, that they hadn't seen any in several weeks and that it hadn't been in stock the day prior when I went in to buy it, contrary to what the sales associates and website had said. They returned the 64gb phone as defective and ordered a 128gb replacement but it will take nearly a week to arrive. I can't even use a friend's phone because my Fi sim now needs to be reactivated with a code and I have to wait for them to mail me a new sim, which will take even longer than the phone. I have a business to run. I need a working phone. Best Buy customer service refused to do anything to expedite delivery and said they can't cancel the order either.

 

It's Friday and Amazon can have the same model delivered by Sunday so I don't have any work down-time. I've already spent 2 hours driving to and from Best Buy over this and I'm really not interested in going again. Is return shipping charged if I refuse the delivery when Best Buy's phone arrives?

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Registered: ‎11-29-2016

Re: Refusing delivery of a phone, return shipping fee

Good afternoon, dmasgn,

 

Thank you for sharing your experience with us, and reaching out to us with your questions.  A working phone is essential for seemingly everyone these days, and as a business owner, I can completely understand why you’d want to make sure you’re receiving a replacement as soon as possible.

 

In regards to a restocking fee for the phone you’ve ordered, please know that we’ll not apply a restocking fee for products that are returned to us unopened.  This is outlined in our Return & Exchange Promise, which you’ll find here.

 

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

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎02-21-2020

Re: Refusing delivery of a phone, return shipping fee

I'm asking about the refusal and if return shipping will be deducted from the refund, not the restocking fee.

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Registered: ‎09-29-2008

Re: Refusing delivery of a phone, return shipping fee

Welcome back to our community, dmasgn.

 

It is my understanding that you would be charged for return shipping if you elect to refuse delivery of your order.

 

I hope this helps. Thank you for writing to us.

John|Social Media Specialist | Best Buy® Corporate
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