07-30-2022 12:06 PM
Hi- I purchased a refrigerator from Best Buy Outlet in Ocoee, Florida on 5-23-2022. I was told it was open item, which probably meant floor model-- it had a couple of dings on the front, but that didn't bother me since I have four kids. The unit began making an odd noise a few weeks ago, so I registered it with KitchenAid for warranty work. When the repairman arrived yesterday, I was told that my unit was a four year old refrigerator that he had worked on numerous times, which had probably been returned to the store because it could not be repaired. And the warranty had expired in 2020. Had I not showed him the receipt, I think he would have thought I was trying to cheat him. When I purchased this item, I believed it was a floor model that had a manufacturer's warranty. I was not told that this was a used item that was returned. I would not have paid 1500 for a four-year-old refrigerator with no warranty at all (outside of the 15 days for return)-- especially one that was returned to BestBuy because it could not be repaired. I have tried calling the store, but they do not answer, and the email link on their webpage does not work. I am currently house bound with a broken leg and cannot go to the store in person. I would appreciate it if someone could contact me about this. I was misled by BestBuy Outlet, and I want to simply return the refrigerator and get my money back. Please message me with a number I can call to speak with somebody or have somebody contact me I can upload a photo of the receipt (or provide the receipt number) if that would help. Thank you in advance for your help-- Laura
Solved! Go to Solution.
07-30-2022 04:41 PM
Hi there, LauraGebert,
Welcome to Best Buy Forums! Thank you for reaching out, although I wish it were under better circumstances. Our open-box items are all rigorously tested to ensure functionality prior to being sold. I am dismayed to hear that this may not have been the case.
I would love to look into this matter closer and assist however possible. To get started. kindly send me a private message with your full name, phone number, and email address, along with your Customer Service PIN from the receipt.
07-31-2022 12:19 PM
I know you are out until Tuesday, but wanted to let you know that the issue is resolved. Best Buy Outlet agreed to give me credit towards a new refrigerator, but would not give me my money back. I accepted the credit and paid an upcharge (because it was easier than fighting for a refund and I need a refrigerator), and they will bring out a new unit on Thursday.
I still have a concern. The manager insisted that the unit had a manufacturer's warranty, which it absolutely does not. The warranty expired in 2020 per KitchenAid. He did not appear interested in listening to what happened. I believe that Best Buy Outlet will put this item back on the floor and sell it to somebody else as "open box" instead of "used and defective with no warranty." BestBuy should be concerned that this store is selling 3 or 4 year-old items with the promise of a manufacturer's warranty that does not exist. That hurts Best Buy's reputation. I'm only one person, but this refrigerator is the last item I will purchase from your company because I no longer trust them.
Take care, and thank you for your help.
08-02-2022 08:23 AM
Good morning, Laura,
I am glad to hear that this issue was resolved in the interim, but I do hope that you will allow us to serve you in the future.
Best Buy Outlet Centers sell open-box units almost exclusively. An important point to note is that each individual item's Manufacturer's Warranty varies by product. All products sold by our Outlet Centers are backed by Best Buy's Return & Exchange Promise, and are eligible for a Geek Squad Protection Plan to be added to the product(s) for the purpose of extending and protecting your item where the Manufacturer's Warranty coverage ends.
Please note that our Outlet Centers are not authorized to sell defective items. If an item is marked as defective, it is taken out of that Outlet Center's inventory and removed from the floor.
I sincerely thank you for your feedback on this experience, and I will be documenting it internally.