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Posts: 1
Registered: ‎04-22-2021
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Infuriating return problem

I ordered a Sony blueray player that was delivered on April 24th. When I opened the box I could immediately tell the player had been previously used. When I plugged in the player, it would not turn on. I was surprised Best Buy would send me a used and broken blueray player and boxed it back up to start a return.

For some reason my shipping status on my order never updated to “delivered” even though I had clearly received the item, so I had to call customer service to have a return label emailed to me. I returned the device the next day. My refund was never processed.

Today (a month later) I received the blueray player back (to an old address that I never gave Best Buy) with a note saying my return could not be processed because the serial numbers on my item and my order so not match. I have no idea how this happened or how it is my problem.

I have spoken on the phone with 4 different customer service reps who has been insanely unhelpful. I live 2 hours away from the nearest Best Buy store and can not take care of this in person. My best guess is that someone bought the blueray player in store and returned a broken one in its box which was never checked and then sent to me from the store?

At this point it feels like Best Buy is refusing to help me with this problem and scamming me out of $130
Posts: 705
Topics: 31
Kudos: 152
Solutions: 49
Registered: ‎02-08-2019

Re: Infuriating return problem

Hey, Arobbie,


Thanks for reaching out to us! I'm sorry to hear that your return was sent back, and further, that it was sent back to a different address. That is definitely odd, and I apologize for the inconvenience here.


It's unlikely that an item returned would then be sold again as new, but I'd like to take a closer look into this and see what I can do to help out! Please send me a private message, utilizing the link in my signature below, with the following information:


  • Your full name
  • Email address
  • Phone number
  • Order number




Meg|Social Media Specialist | Best Buy® Corporate
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