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New Member
Posts: 2
Registered: ‎01-11-2019

OPEN BOX EXCELLENT ITEM DEFECTIVE AND SENT IN BOX WITH NON-MATCHED SERIAL NUMBER!!!

I purchased an open box excellent SONOS PLAY 5 WHITE Speaker from www.BESTBUY.COM. (Products in Excellent condition look brand new — with no physical flaws, scratches or scuffs — and include all original parts1 and accessories. The product will be in its original packaging or a SUITABLE REPLACEMENT BOX.2)  When I received it, it was defective and would not pair to my WIFI.  When I went to return to my local Best Buy store, the associates refused to accept my return due to the fact the box that it was sent in, did not match the serial number to the speaker,  I called customer support and they could not provide me with an acceptable solution to my problem, stating that they may send the product back to me as ther serial numbers are different.  I asked to speak to a supervisor and was informed they would call me back in 2 hours.  I am still waiting to receive the follow up call a day later.  I will be returning this via UPS today.  This has been the worst customer service experience I have had with any retailer in my life.

Posts: 1,611
Topics: 35
Kudos: 208
Solutions: 79
Registered: ‎10-19-2017

Re: OPEN BOX EXCELLENT ITEM DEFECTIVE AND SENT IN BOX WITH NON-MATCHED SERIAL NUMBER!!!

Hey EricSzymczak,

 

Welcome and thank you for reaching out to the Best Buy forum! It’s disappointing to hear that your open-box SONOS Play 5 wasn’t working as expected when it arrived. Buying open-box can be a great way to receive quality, premium products at a significant discount, so I’m sorry that your experience hasn’t gone to plan.

 

Generally speaking, the steps you took in taking the item back to your local store should be the right place to go to receive assistance as you can see at the link here. At this point, I would be happy to speak to you about your situation further. To make sure I’m on the same page, is the item you received the correct product? From your post, it sounds like the product matched your order, but the box was simply different. Is this a correct understanding? Beyond that, can you please send your full name, phone number, email address, and order number? To keep your information secure, please send those details in a private message.

 

Kind regards,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎01-11-2019

Re: OPEN BOX EXCELLENT ITEM DEFECTIVE AND SENT IN BOX WITH NON-MATCHED SERIAL NUMBER!!!

[ Edited ]

Hey Kayla,

 

I did receive the correct product.  However the serial number from the box it was sent in did not match the PLAY:5 that was contained in the box. (According to Best Buy's website, it is stated that, Open-box excellent items may be shipped in different boxes from the original if original packaging is unavailable-I'm not sure if this is what happened at the shipment facility where these products originate from, but it seems to be the case.  As I said in my previous message, when I went to return in store, the refused to accept it because of the inconsistent serial numbers.  I then called www.BESTBUY.COM, at which time they provided me with similar information.  The stated "It is problematic that serial numbers do not match and there is the potential if I send back via UPS, they might not accept my return because of the mismatched serial numbers, but you can try and see what happens."  I found this to be an unacceptable solution to my problem because of the uncertainty of the associate on the phone that my return would be honored.  I was extremely upset.  He also stated a supervisor would be in contact with me within 2 hours to discuss the issue, I have still yet to receive a follow up call.  I have since returned the item and it is in transit via UPS back to BESTBUY.  This experience has made me want to never shop with Best Buy again for fear I might be stuck with a defective product with no means to return it.

 

Eric {removed per forum guidelines}

Order: {removed per forum guidelines}

Posts: 1,611
Topics: 35
Kudos: 208
Solutions: 79
Registered: ‎10-19-2017

Re: OPEN BOX EXCELLENT ITEM DEFECTIVE AND SENT IN BOX WITH NON-MATCHED SERIAL NUMBER!!!

Hello Eric,

 

Thanks for your reply! I’ll be sending you a private message shortly with some additional information to further discuss your situation.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!