Other Customer Service Support

[itzd4n]

I very recently managed to snag a certified excellent condition open HP Omen Laptop: https://www.bestbuy.com/site/hp-omen-15-6-gaming-laptop-amd-ryzen-7-8gb-memory-nvidia-geforce-gtx-16...

I was extremely excited about this purchase as it had been awhile since I last had a purchased a laptop for personal use, much less a gaming laptop that I could use on the go, but when I opened it up, I was disgusted, disappointed, and dumbfounded.

How this came to pass as an "excellent" condition item that was certified by Geek Squad is beyond reason.

From the website: 

Open-Box Excellent - Certified

1. Geek Squad Certified 
2. Professionally Cleaned - No, it was not. At all.
3. Looks brand new - Hell no.
4. Includes all original parts/accessories - yes, dirty and stained, but yes.
5. Typically contains original packaging

It was absolutely gross, there were stains all over the hood, screen, keyboard, and even the fricking charger brick.  There was even an odor coming off it, almost musty.  It was so bad, I didn't even think to take a picture, but rather my first thought was to clean and sanitize it because I couldn't stand to let it fester in my home.

Even after cleaning, the smell coming off from before lingered.  As much as I would like to keep this laptop because the price point and specs checked all the boxes for me, but to have it show up in such bad shape despite being labelled excellent, and was certified by Geek Squad, who again apparently "professionally cleans and restores" to make it look like new is a total travesty. 

I bought open box and sprung for the excellent condition to get as close to new as possible because it was going to save good amount of money, but for the condition it was in and still sent out?  It's honestly, inexcusable.  I definitely  overpaid for no reason and now I have to go through the hassle of returning in store because an online return would mean waiting 2-3 weeks before I get my money back and now I have no laptop because all the black friday/cyber monday sales are over.

[Mattv0007]

Can you help?

I returned a TV, and afterwards, wanted to discuss with employee to see if they can help me get a replacement.

I purchased an "open box” TV online and picked it up here. The product was described as  "satisfactory" online.

Upon returning home, I opened the box and noticed there was no remote control included.

I returned the TV, asked him if they can get another one shipped to my house. 

Employee said, "Sorry , we aren't able to do that. What ever comes in the box, is what comes in the box. We aren't able to ship you another one from another store. Best Buy is not able to ship something like this because they are so busy. An open box means it may not have all parts. That's why it's considered open. And it says that on the description online on the item."

Oh really? Did he see the description of the item I purchased at the time I was shopping? It DID NOT say it doesn’t include a remote control. I have photo evidence to prove that it did not say doesn't include remote.

Listen, I've purchased "opened box" products from other online companies.  And they weren't brand new units - and I understand because it's an open box.  But never, have I received a product that was missing a key component of its functionality without it clearly being stated.

Is it fair to post an item for sale with missing components, not indicating missing parts and their best reply is, “You get whatever is in the box”?

Can you help me get a store to transfer a TV to my house or nearby Best Buy?

Matt

[jdogg836]

Open items are considered one of a kind items, if the unit is not to your liking you would want to return it before the returns window ends and purchase another. Because they are one of a kind, there is no process for swapping one tv for another directly. As such, you would be responsible for the price difference for a new one and there’s no guarantee another open item exists at the same price.

As for missing components, Best Buy does not stock replacement accessories for your item. If they did, they likely would have put them in the box. Satisfactory means it was discounted deeper due to missing parts or cosmetic marks.

[AniqueAkhtar]

Hello,
I think I was extremely hard done by best buy and I want the corporate representatives to know exactly how the customers are being treated. I bought a Vizio M-series 55" TV. I really wanted this TV and when I saw it on sale as an open box at one of the best buys, I immediately bought it. However, the pickup location was 50 miles from my home. I live in Kansas City and the pickup location was Topeka. Now I drove there, picked up the TV, and drove back. It took 3 hours to get all that done not counting moving it inside my home. There is also a toll between the cities so I paid $10 for each trip. However, once I took off the wrap, there were No cables with the TV neither any remote. I still plugged it in the socket and was horrified to find out the screen was broken with a big crack.

This was really disappointing so I called bestbuy.com. They told me I have to go exactly to the same store I picked it up. I complained saying it is 3 hours round trip but the agent on the phone was adamant that I need to go to the same store. Then the agent told me that store has a replacement for this one too. I was very skeptical of this so the agent added that if there is no replacement, the store would give me a closed box with a 10% discount. I was pretty sure the person on the phone was lying to me. Best buy should have the records and should be able to hear the recorded call to see why the agent was acting the way they were.

The next day, I drove back to Topeka and returned the TV. The person at the store was pretty condescending after finding out I bought an open box TV. I think the implication was that somehow it was my fault I bought a broken TV. Anyway, the guy said that they don't have a replacement. I told him I was told they do have a replacement but he said they did not have a replacement TV. I said I can buy a new one if I get that 10% discount that was offered to me. With this, he called his manager and the manager told me there is no discount on a new TV. Apparently, I should have tested the TV at their store before I picked it up.

So the bottom line is. I spent a total of 6 hours over two days getting this TV. I spent around 40 to 50 dollars in gas and tolls to pick this item up. I was lied to by the agent on the phone and told there was a replacement and also a 10% discount on a new one. Then the customer service representative at the store was extremely rude and dismissive of me for returning a TV that they sold to me without remote, cords, and a broken screen. And at the end of the day, I don't even have the TV that I wanted.

I am left extremely disappointed and infuriated with how BestBuy handles their customers. My friends on social media are saying something like this has happened to them too in the past.  

Here is my Order Number:

{removed per forum guidelines}

Please look into this incident and please let me know there is something being done about this.

Thank you

[gpj9ch]

Purchased a TV recently and after getting home and opening, I saw a sticker showing a far less expensive price for the TV.  SKU and description matches the TV.  I would like the price I paid to match what is shown.

[nckhammond]

You would want to talk to the store you purchased the item from.

[Abreiholz]

I recently purchased an open box certified excellent MacBook Air. In the purchase specifications, it says there should be a charger for the accessory. I received the box and again it says there are no missing accessories... but there was only the laptop. I just wanted to make sure this wasn’t an error (I did purchase this on cyber Monday so I’m sure employees were completely swamped) or maybe I misread it. Wanted to check before dishing out the $80 bucks for a new charger

[NicKnack24]

Hello, 

I want to request a partial refund for my recent order. I ordered a laptop and chose one that was listed as "Open box excellent" which is described as 

1. Looks brand new
2. Includes all original parts/accessories
3. Typically contains packaging

However when I picked up my laptop and got it home the power adapter was missing the cord that plugs into the wall. This would make the product "Open box fair" as it is described as:

1. Significant cosmetic signs of use
2. Vital accessories may be missing

A power cord is pretty vital in my opinion.

I am unable to exchange due to the lack of avaliable replacement so I would like to request a refund of the price difference between "Open Box Excellent" and "Open box fair"

[NicKnack24]

Hello,
I want to request a partial refund for my recent order. I ordered a laptop and chose one that was listed as "Open box excellent" which is described as
Looks brand new
Includes all original parts/accessories
Typically contains packaging
However when I picked up my laptop and got it home the power adapter was missing the cord that plugs into the wall. This would make the product "Open box fair" as it is described as:
Significant cosmetic signs of use
Vital accessories may be missing
A power cord is pretty vital in my opinion.

I am unable to exchange due to the lack of avaliable replacement so I would like to request a refund of the price difference between "Open Box Excellent" and "Open box fair"

[oboegibson]

We drove two hours to take advantage of an open box purchase ($999 down to $549).  When I checked the product before leaving I noted that there were two items missing that were not itemized in the Open Box Missing Items label, namely a remote control and a power cord.  The lady who hand delivered these said no managers were on site (it was after 8pm store closing) and no audio personnel were there to check the audio department for the items.  After checking the pick up area, she gave me the business cards of the three managers (two assistants, one general) which had only the general phone number and the managers' email addresses.  I have emailed them twice so far with no response, and well over a week has passed.  Talking to an audio sales rep for Best Buy on the phone, they verified that with that order it should have come with both items and that a price adjustment should be in order if the items could not be found.  Short of driving two hours again and having to enter the store with all the COVID infection concerns that entails, how may I get this addressed?  I also have the name of the lady who did the delivery, so she will be able to confirm the specifics of that evening's purchase.  Thank you.