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Posts: 2
Registered: ‎10-03-2017

Purchased retail -- received open-box defective

I bought a tower fan, it was waiting on me at home when I got back from trip.  I opened the big brown box that had a "Best Buy Returns" return shipping address on it and there was a fully assembled fan in it, no retail boxing.  Decided to give it a whirl, if it works it works, right?  Seemed like it was going to work but after using the oscillation for about 30 minutes it just kept getting stuck and the fan motor started making some weird clanking noises--surprise, it's defective.


So UPS comes and picks it up today (june 23), and about 2 hours later I receive a text from a Best Buy employee about them coming to pick it up on the 24th.  I had no prior knowledge of this, literally no one told me about this, but I logged on to best buy, looked at my services tab, and there's an appt for the 24th.  I'm extremely confused to the point of frustration.  I have the receipt from UPS picking up the fan and the tracking number.


I paid retail price for an open-box defective item and I want it exchanged for a working model--I'd also not like to wait 2+ weeks before the replacement arrives. Honestly, what's faster, ordering a new fan right now, or waiting on the exchange?


Thanks for any help.

Posts: 11,663
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Registered: ‎11-10-2008

Re: Purchased retail -- received open-box defective

Typically returns can take awhile to process and even further so depending on your bank. I'm sure you're already aware but for people that may be reading this post, a little reminder that any online purchases can be returned to Best Buy retail stores for exchange or refund, even if you get the wrong item. 


You can find more on that here :


A moderator can also help you further with this. 

Former Best Buy Super User Community Veteran since 2008. Please note due to the forum closings, I will no longer be answering posts on these forums. Please visit for support or dial 1-888-BEST-BUY for further assistance.
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Registered: ‎12-07-2021

Re: Purchased retail -- received open-box defective

Hi there!


Thanks for reaching out to us here on Best Buy Forums. If you require additional assistance on this, please send me a private message with your full name, phone number, and email address, along with your order number.



Ravi|Senior Social Media Specialist | Best Buy® Corporate
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