Other Customer Service Support

[Admin-BBY Social Media Specialist]

Hello, 

Open-box items are a phenomenal way to shop for items while getting a great deal. Some of these items are just like new, while others might have slight wear or cosmetic damage, and are discounted accordingly.

While we do our best to ensure all open-box devices are reviewed, and marked accordingly for condition and any missing accessories, occasionally something may be missed. Should this be a concern surrounding an accessory or part that was listed as included, please know we are unable to assist in locating replacements, so this would leave you with the option of a return or exchange.

Our open-box items will fall under our Return & Exchange Promise that generally allows 15 days for purchases to be returned or exchanged. Please keep in mind that open-box items are unique in their own ways, so generally an even exchange cannot be completed, even for a new, in-box. Should you choose to exchange for the new, in-box unit, you would be responsible for any difference in price.

For BestBuy.com orders: You may return or exchange the purchase in store, or using the prepaid return label. You should get free shipping on your return by using our pre-paid label. Log into your BestBuy.com account to locate your order and print the prepaid shipping label. Once you’ve packaged your order, put the return label on the package, and take it to an authorized UPS drop off location. Some exclusions apply.

For Best Buy store purchases: You may visit your local store to discuss any return or exchange options there based on product availability.

We greatly appreciate you reaching out! Should you have any other concerns, please don't hesitate to let us know.

Sincerely, 

[svenson]

Hello,

Recently we bought a Sharp 50" 1080p HD TV which was Open Box and Geek Squad Certified.
We assumed this meant the product would be in mint condition and cosmetically flawless after being rigorously inspected.

Upon receiving it, there was literally a hole in the bottom of the TV and there were deep scratches on the screen in several areas.

The TV itself has great image quality and is a great model but we’re dissapointed because of the condition it turns out to be in.

We got transferred to ecommerce who was sorry to hear this and offered a return, but the model is out of stock and we're not keen on a different brand.

Unfortunately they did not want to compensate for the damages.

Please mention clearly the state the products are in if selling it in, so called, mint condition.

[jacobdste]

So I have been Looking into buying a laptop and have been waiting for a sale to go on for it. The price went down from 1100 to 850 I figured i'll buy it now. I went to look at the open box options and chose the highest level of open box you can get which is the geek squad certified one. It was only 50 dollars less from the unopened laptop price, if I new what was going to happen in the future I would have bought the new one. So the laptop shows up at my door a week later, it looks very good no sign that anyone has used it. I plug it in it turns on everything seems good, but this is where everything went downhill. I go to unplug it and it won't turn on unless it's plugged in. The battery was at 100% and still won't turn on using the battery. I go to my local best buy store and see if I can get it exchanged, the guy said there was no more open box laptops for the exact one I had. He also said we couldn't just swap it for a new one, he also couldn't see other stores open box prices. So we ended up just getting the refund. I get home and went on best buys site and now the price of the laptop is now 1100. I was very mad because I would have had the laptop for 800 if the geek squad can correctly evaluate a laptop. I originally went for the open box option because I had a friend buy the same laptop at the lowest open box quality and it was perfect aswell. I ended up calling the best buy customer service center and working out a deal out with them for getting a working laptop of what I had just bought for the same price as I had just payed. Keep in mind it was still an open box one because the could only adjust the price around 200$. That was very nice of them but it took about 2 hours on the phone to do this. In the end best buy needs to check every parameter of the open box items if they are going to call it the excellent condition, and buyers need to beware when buying open box items.

[sjsicilia]

Hello,

I bought a Samsung Flex laptop that was on sale over the weekend.  I bought an Open Box in Excellent condition. I opened the box yesterday morning and I found that there was a ding on the case by the hinge.

If I return it do I have to find a store that has another Open box excellent if they have it?  So frustrating. The website says:

Open-Box Excellent

Products in Excellent condition look brand new — with no physical flaws, scratches or scuffs — and include all original parts1 and accessories. The product will be in its original packaging or a suitable replacement box.2 Products in Excellent condition can be found in Best Buy stores and online.

How bout if the store near me does not have an Open box in Excellent condition?  Don't understand why I was misled with the Open box condition.  I had to drive 10 miles to and fro in Covid conditions to pick-up this computer.

Please advise,

[elicis19]

This is the moment when you want to die and lay off job to whom I sent this.
Buy 5 lenovo yoga computers which were dispatched in 3 packs.
Package 1: (2 Laptops)Lost and not arrived, it is under investigation by the carrier.
Package 2: (1 Laptops) I arrive without news
Package 3: (2 laptops), arrived the computers without box and dented one of them does not work and the open box certified label on the laptop

{removed per forum guidelines}

[skkim1217]

I just received ASUS - ZenScreen 15.6” Portable Monitor (USB) - Dark Gray / Order Number:{removed per forum guidelines}.  Despite It is Excellent condition item including all of accessories and item, it is missnig USB C-A Adapter dongle.

It seems that Best Buy has customers with similar situations and I really hope you can help resolve the matter by either issuing a particla refund or sending me the missing part as soon as possible.

Thank you.

[jd1234]

Hello,

Today I received my Apple Watch Series 5.

The item unfortunately is not new and seems to have been an open box item since it was not sealed from the factory.

Everything is in the box and the watch seems to have a tiny defect (very tiny scratch) on the back.

I paid for a new item, not a discounted open box.

Please help, since I do not want to return it and since it was opened I would be charge a restocking fee even though I received it like that.

I am very disappointed since I've always had a great experience with your company.

Thank you.

[hockeycanuckjc Community Veteran]

I know that the page mentions restocking fees but if Best Buy sent you an item that was not what you ordered, that would be on them and I would imagine the restocking fee is waived since you did not get what you paid for and it would be an exchange.

You may want to wait for more opinions on this, though. I'm sure a Mod can help you take care of this.

[FBRBDavis]

I purchased a new ASUS ROG Crosshair VIII Hero motherboard a few days ago.. In that same transaction, I also purchased an EVGA 1000w PSU.. Go big or go home, right?? I received the items in the late afternoon on March 3rd, but wasn't able to get to the packages until later that night due to being tied up with other things.. Anyway, how surprised was I when I picked up the box that I knew contained the motherboard to hear items rattling around inside of the box?? I opened the outer packaging (Best Buy brown shipping box) to find the motherboard box inside.. I was sure I'd see something in the packing box, but nope.. I begin to pull the motherboard box out of the shipping box and realize there's no security seal, no tape, no nothing holding the box closed and away from potential tampering.. Odd.. Not like ANY experience I've ever had with a motherboard in the 25+ years of building PCs.. I open the motherboard box to find the motherboard looking nice and secure.. Then, as I further inspect the contents, I notice items not only out of the plastic packaging, but not there at all!! Now, this isn't some cheap $40 item that is easily replaced or easily wiped down and sold as new.. Motherboards are finicky pieces of technology, and in the wrong hands, are easily damaged.. 

So, I have multiple questions.. First, how does Best Buy send me a CLEARLY open-box item that I paid NEW pricing for?? Second, what will Best Buy do to rectify the situation?? There are multiple items missing from the box, such as the Q-Connector, SATA cables, ROG coaster, and ROG stickers.. The last two are secondary, but they're missing, and that's the point here.. Finally, how can I be sure that if Best Buy is going to send me another motherboard that it too will not be opened and tampered with?? 

Let's be real here for a second.. SATA cables aren't hard to come by, nor are they that expensive.. I can live without the ASUS Q-Connector, though it does make things a LOT easier.. The ROG coaster and stickers are just show pieces, really.. The primary concern is that the motherboard may or may not have been installed, may or may not have been damaged, etc.. I simply don't know, which is why I never buy used motherboards unless I can see them in operation beforehand.. The secondary concern is how Best Buy is going to make this right.. Am I going to have to wait for a replacement motherboard to be sent to me since none are in stock anyway remotely local, and how long will that take?? Will Best Buy give me a reasonable discount if I keep the motherboard (if it works, and I don't know since I immediately put it back in the box after examining the situation)?? Frustrating is an understatement..

- Butch

[hockeycanuckjc Community Veteran]

If you have local store your easiest recourse is to exchange it at the store for another one even if you had it shipped. If not, Best Buy offers free shipping on return items and since you got a wrong item you can potentially order another for immediate service and return the other one at the same time.