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Posts: 1
Registered: ‎12-05-2020

Received wrong phone and was treated like a thief

I order a Nokia 5.3 phone and I'm excited since I haven't upgraded phones for over +5 years. I'm still using the nokia lumia 625 and when I receive the phone it feels like Christmas, but its not. I open the Nokia 5.3 box phone won't turn on, I charge it and it won't turn on, my mother wants to see it and points out it has some strange scratches inside the screen, and its true. From left to right there are there are Multiple cracks inside the phone and it seems best buy or someone working at best buy scammed me. I received a incorrect, used phone inside a Nokia 5.3 box. 


I take the phone to best buy talk to the employee and they are telling me that there is nothing they can do, one of them mentions if I got insurance for the phone for, and a second employee begins to tell me its the wrong phone, its used, we can't accept this, with the complete disregard that best buy is the one at fault and I'm the one being scammed. The manager comes over and tells me the same thing and adds its not best buys fault its the mail mans fault that its ups at fault and to lodge a claim with them. The manager slides the empty box and phone towards me and expects me to leave. The manager doesn't care for the customer and the treatment towards the entire situation has been upsetting.


I'm upset, the lack of empathy displayed was terrible and being physically shown that the phone is used by the manager grabbing the phone and simulating how to put it in his pocket causes scratches was incredibly demeaning. Then being repeatedly told its not best buys responsibility was leaving me demoralized. I stood there, asked the phone be put back in the box and to get the phone number to resolve it with Best buy as dealing with ups would take a long time and I bought it from best buy.


I want to submit a complaint.



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Registered: ‎11-10-2008

Re: Received wrong phone and was treated like a thief

Normally, yes a store can take care of orders that are incorrect. However, if Best Buy fulfilled the phone online and it was sent to you a store can refer you to the online help for this issue.


If this was purchased in store- the store should be responsible to help you.


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: ‎02-08-2019

Re: Received wrong phone and was treated like a thief

Hey, unboundlopez,


Thank you for reaching out to us on the Forums and sharing this experience. This doesn't sound like the service that we strive to provide, and I'd be happy to take a look into this situation as well as document this experience here at the corporate campus. Please send us a private message with your full name, email, order number, and phone number and I can get started. 




Meg|Social Media Specialist | Best Buy® Corporate
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