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Posts: 1
Registered: ‎03-02-2023

Used and defective item sold as new - Store refusing exchange

6 days ago I purchased a Dyson vacuum cleaner online and picked it up at the Emerville store. I first opened it yesterday and discovered that it was defective and wouldn't charge or turn on at all. Additionally, the item was clearly NOT brand and the serial number on it is different from what's on the box/receipt. Clearly someone bought this vacuum and returned their old broken one in the box.


I took it back to the Emeryville store to exchange for a new working one, but the manager refused to do the exchange because the product appears used and has a different serial number than the box. They basically told me I'm screwed out of $500. Best Buy is trying to make me pay the price for the return fraud that they should have caught.


I spoke to Customer Service over the phone and multiple reps told my I should absolutely be able to return it despite being used and having the wrong serial number. The phone reps told me to return to the store and speak with a manager -- I did and was still refused the exchange for the same reason. The Phone rep told me this is incorrect and the exchange should be done, but they just direct me back into the store to speak with the manager who already refuses to help.


This is unethical and completely unacceptable. I need an immediate resolution and refund. I have notified my bank of this fraudulent sale and they are prepared to do a charge-back and pursue the matter with Best Buy if I cannot resolve it and get a return/exchange.


It is clearly within your policy to allow my return/exchange, as three different phone reps agreed with. However the store is refusing to honor your policy. Totally unacceptable and at this rate very likely you are permantently losing a long-time customer who has spent thousands with you over the years.

Posts: 189
Topics: 1
Kudos: 37
Solutions: 15
Registered: ‎10-19-2020

Re: Used and defective item sold as new - Store refusing exchange

Hi, jrsmith91,


Thank you for joining the Forums, and for reaching out to us here.


I hate to hear your item was not as expected out of box, and that you have not been able to reach the support needed at the store level. I would be happy to investigate this, and see what I can do to help. To better assist, please send me a private message with the order information, along with your full name, phone number, and email address. You can send me a private message by logging into the Forums, and clicking the blue button across from my signature on this post.



Katie R|Social Media Specialist | Best Buy® Corporate
As of March 20th, our Forums will no longer be available. For future support, you can reach out to us on Social Media or