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Posts: 1
Registered: ‎01-16-2021
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I'm Paying over $2,000 for an empty box!?!?

I ordered an open box "Dell - XPS 17" UHD+ Touch Laptop - Intel Core i7 - 16GB Memory - 1TB SSD - NVIDIA GeForce RTX 2060 - Silver cover, black interior" on Decmber 2nd, 2020 with the delivery date of December 11th. When I recieved the package it looked fine (taped with the "security seal" packing tape) but it felt oddly light. It shipped in the Dell box with all information about the computer pasted on the side of it. So, when I opened it I was extremely shocked to find the computer box empty. There was NO computer and NO charging cable in the box. 

The first thing I did was call BestBuy customer service and the most they would do was start a claim meaning they would not be sending out a replacement nor returning the over 2 grand I spent on it. I called back a few times asking for a update with no answer. I finally went into the store where they could not do anything except make another claim with more details. They were very nice in the store but they were not allowed to do anything. 

I then had to wait again and finally received a response on my claim, 


"We've concluded our investigation and have determined we will not be providing a refund or replacement item .

At this time, we encourage you to work with the carrier and/or local law enforcement regarding this matter."


I am EXTREMELY ANGRY. I have been trying to work with the carrier but that does not seem to be working currently as well as trying to work with my credit card company by filing a dispute on the charge because I did not recieve the product I paid for. 

But I want people to know how Best Buy is. I cannot believe they sent me an empty box (which I do believe it was not tampered with because it does not look like it was) and will not give me my money back for it. 

I hope people see this and rethink buying from them. They have basically stolen over $2,000 from me and they are telling the shipping company to fix it. 


I bought an open box NOT AN EMPTY BOX. There is a big difference between those two things.

Valued Expert
Posts: 8,648
Registered: ‎02-25-2013

Re: I'm Paying over $2,000 for an empty box!?!?

Well chances are very good tha when it was stolen it was after it left Best Buy. 


Take a look at the postage on it, there should be a weight when shipped. That would have been generated at BB warehouse.



I am not an employee of Best Buy and all opinions left on this forum are my own. Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query.
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Registered: ‎08-21-2017

Re: I'm Paying over $2,000 for an empty box!?!?

Good afternoon, AkiNekoSora,


Welcome to our community forums and thank you for writing to us about this order. Buying a new computer is a big deal so I can imagine your surprise to open this box only to find it empty. While it sounds like our support team has already reviewed this order and provided a response, I would be glad to see if we may have any options available to assist you at this time.


I appreciate you providing these details and would like to take a closer look at your order. I will need to gather a bit more information to do so. Can you please send me a private message with your:


Full name

Email address

Phone number
Order number


You can send me a private message by clicking on the blue button at the bottom of this post. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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