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New Member
Posts: 1
Registered: ‎08-03-2020

Restocking fee

Was never told about restocking fee upon purchase of new phone. Returned within 3 days and was told box had been opened so restocking fee was charged of $45.00. I told them the guy who set it up at the store opened the box. Didn't matter. Out $45.00 . Very unhappy customer this was not brought to my attention at time of purchase. Will not recommend to anyone to buy their phone from Best Buy. 

Recognized Member
Posts: 164
Registered: ‎11-11-2016

Re: Restocking fee

I believe during checkout you are told about the restocking fee for applicable items. In store you sign an acknowledgment on the keypad and online orders have the warning right above ‘place order’ link.
Best Buy Employee
Posts: 2,611
Registered: ‎01-09-2015

Re: Restocking fee

Yes, it appears in a number of places including the keypad during the checkout process.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 6,667
Topics: 227
Kudos: 556
Solutions: 339
Registered: ‎08-21-2017

Re: Restocking fee

Good morning, SuzanneRiemersma,

 

Thank you for taking the time to visit our community forums. I know a new phone is a big purchase and can understand wanting to make sure you get the perfect one for you. I appreciate you taking the time to provide your feedback about this purchase.

 

We charge a restocking fee for several product categories, including cell phones and devices that can be activated on a cellular network. You should see this information during the checkout process both online and in our store locations.This is also listed on your purchase receipt.

 

I'm disappointed to hear that this may impact your future purchasing decisions. I hope we have the opportunity to assist you with another purchase in the future. Please let us know if we can help at that time.

AndrewB|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Visitor
Posts: 11
Registered: ‎10-06-2020

Re: Restocking fee

Does BB understand that this not a good way to treat your customers? I was a bit surprised when I recently purchased a $400 item and was told about the re-stocking fee. I reluctantly accepted. Now I am going to make a larger purchase but am looking elsewhere. Yes I am a long time Elite member with BB credit card. The kind of person who wants to shop at your store without being penalized. Thousands of dollars of future purchases will now likely go elsewhere.
Visitor
Posts: 11
Registered: ‎10-06-2020

Re: Restocking fee

It’s like you are telling me “We don’t want your money, take it somewhere else” I guess your stock price is up but we’ll see if it lasts.
Best Buy Employee
Posts: 2,611
Registered: ‎01-09-2015

Re: Restocking fee

There are very few items carried by Best Buy that have a restocking fee but unfortunately those items account for a large amount of return abuse.  If these abusers weren't attempting to "rent" items this likely would not be a thing.  Activated devices like phones would most likely always have it since once activated they are "burned" and cannot be reactivated as new by most cellular providers.  

 

When it comes to these "serial returners" who buy a drone for their trip and then return it when they get back, it is absolutely telling them we don't want their money.  They aren't going to let us keep it anyway. Real customers are rarely affected, defective items can be exchange without restocking fees applied and we lso have associates to answer questions about the product to ensure it's the right item up front.  All in all, it provides a perfect balance of flexibility for customers while preventing return abuse.  Quick research tells us that it equates to 18 Billion dollars annually in the US alone.  

 

Hope this clears up the confusion.

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Visitor
Posts: 11
Registered: ‎10-06-2020

Re: Restocking fee

Thanks for your response. It’s not confusion - it is (for now) real customers saying that they do not like the policy. I have made a lot of purchases at BB over the years (home theaters, computers, TVs, gaming systems, etc) and will make a lot of purchases somewhere in the future. One of the factors in my decision on where to purchase is how I am treated as a customer and is there a reasonable return policy.
Visitor
Posts: 11
Registered: ‎10-06-2020

Re: Restocking fee

I do agree the serial returners are a problem. But I don’t think that penalizing me as a good customer is the right way to deal with them. Is BB willing to try to find another way?
Visitor
Posts: 11
Registered: ‎10-06-2020

Re: Restocking fee

Maybe it was because the last item I bought was a projector. I thought that restocking fees were being rolled out across other products.i still think there should be more customer friendly decisions available for store managers or others to make rather than too bad it’s the policy.

https://www.bestbuy.com/site/help-topics/return-exchange-policy/pcmcat260800050014.c?id=pcmcat260800...