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New Member
Posts: 2
Registered: ‎11-05-2017

Paid full price for a phone but received an open box one.

I didn't try the phone yet, the phone is in the box till now but because BestBuy customer service doesn't have an email address they left me no choice but writing my problem here. I paid full price for this phone online to be picked up in store (Kimball Belmont IL), the lady (online pick up desk) scanned the box and handed it over to me, the seal was already broken and the box was damaged. I told her that this phone is supposed to be a gift to my wife but she said I already scanned it as picked up item and you can return it if it's not working, I also asked another lady (front door) for a possibility to get a sealed unopened box and she said the same thing the other lady said, it was 8:45PM and the store closes at 9:00PM so I left. The reason why I can only communicate by emails is because I can read and write English but my accent is terrible especially over the phone. Please if you can't help me with this problem at least provide me with an email address for customer service. Thank you



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Registered: ‎04-18-2017

Re: Paid full price for a phone but received an open box one.

Good Afternoon gouaarous-


Welcome to the Best Buy forums!  This community allows our customers another avenue to do some more research, and possibly have questions answered by other valued members within!  You’ve reached the right spot to speak with corporate.  All of the moderators on this site work out of the corporate campus in Richfield, MN.


With that said, if you’re not fully satisfied with the technology you just purchased we back our purchases with our Return and Exchange Promise!  The policy states: If you receive a product that is damaged in shipping, defective or that is not the product you ordered, please return it to a Best Buy store and we'll arrange for a replacement. If you would rather return the item by mail, please call us for special instructions at 1-888-BEST BUY (1-888-237-8289). We will cover all reasonable and customary ground shipping fees.


Please return to the store to see if they can accommodate your request for a undamaged container.  Knowing this is a phone purchase, please be aware of the restocking fee which would apply for all devices which can be activated.  Should you have any questions after speaking with the store, know I’d be of further assistance to you!



JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎11-05-2017

Re: Paid full price for a phone but received an open box one.

[ Edited ]

Thank you,


By comparing my phone with my friend's using the same settings we saw the difference in the display, his display was bright and vivid while mine had a yellowish tint on the screen, sometimes the brightness fluctuates when browsing and the whites don't appear white at all, I changed the color mode to Vibrant, I made sure Auto Brightness was OFF but still same yellow display.


I took the phone to the same store where they charged me full price for an open box to try my luck but they told me that I have to pay the $35 restocking fee no matter what, then I realised that I was a victim of their dirty game.


Advice : Never ever accept delivery or pickup of any product if you suspect that it was open or returned, especially from BestBuy and if you live in Chicago try your best to avoid Belmont and Kimball Store.


Not happy with my purchase but I learned my lesson.


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