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Posts: 1
Registered: ‎01-09-2019
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open box grading

Ordered online 2 large tower speakers in-store open box 'satifactory' from a store 45 miles away, drove to pick them up, they pulled them out dusty and dirty, I asked if can return to my local Best Buy, yes, got home cleaned them up and found deep scratches but more importantly 2 dents or chips from the side of boxes. These are 4'x2'x1' speakers so there's no way I can hide them. Took 20 minutes to get to store manager on duty, explained that they were not "Satisfactory" according the Best Buy site that I read prior to ordering.  From Best Buy site: A Satisfactory product does not include dents, chips, cracks or deep scratches. These were "Fair" grade so should have been listed as such and save me a trip.  I asked the manger to regrade them fair, he said I would have to bring them back 90 miles round trip, I asked if I could take to local store to regrade, he said his store has to regrade.  I have photos, offered to email, he was not interested.  Returning is not the issue, I can easily and may.  The issue is that I was deceived in making a 90 mile drive to pick up a mis-graded item. What is my time and travel worth? Nothing to Best Buy. Terrible customer service.  Just tell me the truth before I make the drive.  I'm done.

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Registered: ‎08-08-2017

Re: open box grading

Hello lwpiastrelli,


Welcome to our community, and thanks for reaching out to us.  Purchasing open box items from the Best Buy Outlet is a great way to save some cash while still getting ahold of some pretty nice products.  We do our best to accurately label each item that has been refurbished or repackaged to ensure our customers have accurate expectations regarding the condition of the item(s) they plan to purchase.  I apologize if we missed the mark this time around.


I'd like to take a closer look at your situation and see how I may be able to help.  Please keep an eye out for a private message heading your way shortly, which you can view by selecting the orange envelope at the top of the page.


Thanks for posting,

Sam|Retired Social Media Specialist | Best Buy® Corporate
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