BestBuy.com

[forumaccount]

I purchased a phone listed as Open-Box Excellent condition. This condition states the item comes with all original accessories and has no cosmetic damage.

I received a phone taped to a piece of cardboard, with no accessories and a minor but visible dent in the frame. This to me does not meet the Excellent condition description, it meets Satisfactory.

After an hour chatting with support they continually refused to honor the Satisfactory price that the item met. The only options they gave me were waiting on a return to be processed and a replacement to be sent or driving over an hour out of my way to the nearest store to speak with someone.

I am fine with the phone as is, I would just like the price description honored and a partial refund credited to my credit card for the price difference.

[JoshU-BBY Social Media Specialist · Accepted solution]

Hello, forumaccount,

Welcome to the Best Buy Forums!

I would also be frustrated to receive my phone not in the condition it was described. Can you send a Private Message with the information below so that I can look into this for you? I would love to see what our options for assistance may be! You should be able to send a Private Message by clicking the link to the right of my signature below!

• Name
• E-mail Address
• Phone Number

[tx128a]

Was this ever resolved? Did you get refunded the difference? Something similar happened to me, only the item I received was actually labeled "Satisfactory" despite having ordered an iPad Pro in "excellent" condition.

[forumaccount]

Yes, the representative that replied to me in this thread was able to resolve my issue.