11-28-2022 08:16 PM
I ordered a new hairdryer/styler from Best Buy at a sale price. It's a popular item that keeps going out of stock at Best Buy - it's been on sale since before Black Friday. I received the item today which was delivered in the original product packaging (there was no outer box to conceal the product). I picked up the box as soon as it arrived at my address. The box looked like it had been opened (piece of broken tape on it) and then was taped up again.
When I opened the box, it was missing most of the attachments that are supposed to come with it and the hairdryer itself had a scratch. Only 1 attachment out of 4 was actually in the box.
I immediately contacted Best Buy's customer service through their online chat and the agent was going to have me send the incomplete product back & send a replacement to me. However, they ended up saying that the product wasn't in stock so my only option was to initiate a return and be refunded. I opted not to initiate the refund yet and asked them how long I had to return it - they told me 14 days. I asked if this product was eligible for the extended holiday returns period, and they kept avoiding the question, instead just asking me over again if I want to proceed with the return. I figured the customer service person did not understand me, so I gave up and told them that I did not want to return the product with them.
It seems right now that because I really do want this product (Best Buy had a good price on it), the only option I can think of is to keep checking if it is in stock online, and then if I can find it in stock, I will have to contact customer service again to send me a replacement.
Is there any other way to get help on this besides me having to stalk the Best Buy website for the product to come back? The hair dryer currently says "Sold Out", so I do not know if it means it is not coming back in stock, or if it will be back in stock soon.
11-29-2022 01:22 AM
I'm sure you know about the return and exchange policy here:
So if your purchase was made within the time frame that they specified you do have an extended return and exchange policy unless the item you purchased would be on the non returnable list or has limitations. It sounds like the item you bought does qualify if purchased within the time frame specified. You can go to any Best Buy store to initiate this with your order conformation or send it back to them with a prepaid shipping label.
The return policy on the Best Buy site outranks any advice you've been given in chat if it was incorrect info unless you were provided with the link I've given above.
Otherwise, purchases made before the time period specified in the return and exchange policy for the holiday would be the standard 15 days.
11-29-2022 07:35 AM
Thanks for your response. However, I am hesitant to return it on my own without contacting customer service because the item I have is incomplete - I wouldn't want to return the incomplete product, only for Best Buy to deny it because it is missing parts (that were never sent to me in the first place).
11-29-2022 08:21 AM
Thanks for joining us here on the community forums. Receiving an item with missing accessories is never great, so I can understand your concern. The information hockeycanuckjc provided is correct. We can send you a return label and notate that there are missing parts if you would like. As long as you are still within the return policy. If the item is out of stock and we are unable to order a new unit, you will receive a refund for the price paid.
if you require further assistance, please private message me with: