Other Customer Service Support

[swalker23]

I purchased a cheap none smartphone cell phone and when it arrived I opened it to inspect it.  The phone did not work, it wouldn't turn on.  I tried charging it for a few hours but it still didn't turn on.  Most phones show something, even when off, on the screen when plugging in the charger but this phone didn't.  So I did a return and shipped it back.  This morning, I received an email stating that I was credited my return minus the stocking fee.  I was charged a $45 restocking fee on a defective phone that was $55.  I'm aware that if I bought an item but changed my mind there is a restocking fee but this item was defective.

[hockeycanuckjc Community Veteran]

Was this a carrier smart phone for a prepaid service? Prepaid phones don't have the fee but if a device can be activated, it will be charged the fee.

From the BBY official site on returns:

*Activatable Devices are devices capable of being activated and include cell phones, cellular tablets, mobile hotspots, and cellular wearables. Verizon devices capable of being activated have a 30-day return period for all customers.

Also exceptions to the rules:

There is no restocking fee if the purchaser is a Best Buy Totaltech™ member at the time of purchase, or if the product is unopened, or if the purchase and the return both occur within: AL, CO, HI, IA, MS, OH, OK, SC and where prohibited by law. The restocking fee will be taxed in select states.

[swalker23]

No, it was an unlocked phone.

[hockeycanuckjc Community Veteran]

Ok. Then if you don't fall into the category of the exceptions above you would be charged a restocking fee.

[swalker23]

How can I be charged a restocking fee for an item that doesn't work?  That is my concern.  You buy an item, it doesn't work, you take the item back, and you should get a full refund.  This is a crooked practice.  BB can keep selling the same broken item over and over while making a profit on the restocking fee.

[Jenni-BBY Retired: Social Media Specialist]

Hi there, swalker23!

Thank you for joining our community here on the Best Buy Forums. Per our Return & Exchange Promise, there is a $45 restocking fee for activatable devices unless the product has remained unopened. Please know that product inspection is a part of our return process whether an item is returned via mail or at your local Best Buy store. 

If you have any additional questions or concerns, please feel free to send me a private message by clicking the blue button near my signature.

Best,