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Posts: 1
Registered: ‎08-15-2019

Charged Restocking Fee on Unopened Product



I purchased a projector throught on July 25th and tried to cancel the order via best buy chat 15 minutes after the order.  I was told by the CSR that order already went through and that she was not able to cancel the order.  She gave me the option of returning it to the store but since I don't live too close to a best buy, I was given the option of sending it back with a prepaid return shipping label.  When I received the product, I shipped it back using the prepaid label.  Unit was unopened.  I check my account today to find out that I was charged a restocking fee.  I immediately called best buy and also tried my luck through chat to get my full refund back.  The best that was offered was a refund in the form of a best buy gift card.  I refused and want my money back instead.  Please help.  I've saved the chat history from when I tried cancelling the order.  I've wasted way too much time trying to get back my refund.  I am beyond annoyed at the moment.  Please fix this ASAP!  

Posts: 1,020
Topics: 75
Kudos: 166
Solutions: 50
Registered: ‎10-19-2017

Re: Charged Restocking Fee on Unopened Product

Hi there, swt4ai,


Welcome to our Best Buy forum community!


First of all, thank you for placing your order with us! We know that getting a new projector is an exciting purchase, so we appreciate that you thought of us when placing your order. That said, I'm glad you took the time to share this experience with us so we can step in.


We know that life happens, and sometimes you can change your mind on the order you just placed. That's why we allow 30-minutes to make any changes to an order before we start trying to get the order fulfilled.


It's discouraging to hear that your order no longer had the option to be cancelled by the time you got in touch with our chat agents. That is not the experience we intended, but I look forward to trying to turn this around.


Having to pay a restocking fee is never ideal, but I can understand why it rub you the wrong way given the circumstances. According to our Return & Exchange Promise, there should be no restocking fee if the product is unopened or if the purchase and the return both occur within: AL, CO, HI, IA, MS, OH, OK, SC, so I'm confused as to why you were charged a restocking fee when returning this projector.


It would be my pleasure to look into this further, and see what can be done. Using the "Private Message" option in my signature below, can you please verify your full name, phone number, and email?





Elle|Social Media Specialist | Best Buy® Corporate
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