BestBuy.com

[KPeyton]

First of all - nowhere on the order page was there a mention of a restocking fee if item was returned. I am so angry. I ordered a phone for husband on 11/16/19. It was delivered on 11/19/19. Hubby didn't want it. I returned it on 11/20/19. I opened the box to make sure everything was there. The battery was not inserted or charged, the SIM card was untouched in it's package, the screen protector was not peeled off, the charger cord was not unwrapped. The box looks brand new. In other words the phone was not used- brand new. I could see the fee if the battery had been charged and the sim card had been placed. But not a quick check inside the box. This is just not right! In all the years we have purchased items in store or online has this happened. The GM of the store would not speak with me - twice. The young store manager couldn't do anything. CS said they would not refund me. You all will not lose a red cent when you resell it. I am out $45! Perhaps on all online order pages the restocking fee notice should be prominently displayed. I cannot find an email for CS at all. I want this refunded. If I had known, I would not have ordered the phone in the first place. Wouldn't you check to make sure everything was there? It really is a poor policy, and poor service to blanket charge. I am angry. I want to speak with a CEO about this.

[Quinton-BBY Social Media Specialist]

KPeyton,

Thanks for connecting with us again here on the Best Buy Forums. We wish it were under better circumstances, but we truly hope you have been well sine you last reached out.

Our Return & Exchange Promise outlines that cell phones, cellular tablets, and cellular wearables are subject to a fee of $45 when returning. You should receive a notification stating this when making purchases both at our store locations and on our website. As the store manager and the previous agent you spoke with stated, this is not a fee that could be refunded.

Regarding your request to speak with the CEO about this issue, this is not something we’d be able to accommodate at this time, as that is not a customer facing position. Please let us know if we can be of any assistance in the future.

Regards,

[KPeyton]

Quinton - NO! The policy was not posted. Not on the search, not on the order, not on the confirmation! It should be prominently posted on every phone page, on the order, and in the confirmation! I would not have purchased the phone if it were. You all will resell the phone as open box for the same price I purchased it at. It is not right! In all the years we've bought from BB, we've never had an issue with returns. I, and so many others, would not be so angry with the policy if the item had been charged and activated. And that's what BB is counting on. Past experience and trust. It's actually a money making policy. With all of your troubles, alienating loyal customers really doesn't make much sense. The fact that we cannot contact anyone is just dirty.

[Austin-BBY Social Media Specialist]

KPeyton,

We do apologize if you were not able to review our Return & Exchange Promise prior to purchase, please know it is always available at the link above, as we do try to make any details about purchases through us readily available. 

If there is anything additional that we can assist with, please don't hesitate to let us know. Otherwise, we do hope you enjoy the upcoming holidays!