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New Member
Posts: 1
Registered: ‎02-15-2020

Counterfeit product

I have tried contacting customer service about a product I bought at Christmas that I later found was counterfeit. Several times. I have gotten no reply. I even went as far as sending an email to the corporate head the Customer service food chain as I was trying to be direct and discrete. They didn't even bother responding. At this point I am mad. How do companies get so big and successful with such poor efforts at customer service?! I actually went out of my way to bring this to their attention before it was blasted somewhere that they are selling counterfeit products, at the time I was not being nasty or pushing to be refunded. I was genuinely understanding that maybe it was them who got duped into purchasing fakes. But to be so rudely disregarded by several contact points, I am just disgusted. Best Buy let me down and therefore I let my kids down this Christmas.
Valued Contributor
Posts: 1,371
Registered: ‎02-07-2011

Re: Counterfeit product

What is the product? How do you know its counterfeit? Was it purchaced at a store or online?
Best Buy Employee
Posts: 1,248
Registered: ‎01-09-2015

Re: Counterfeit product

I, too, am curious on what the product is and what leads you to believe it is not authentic.  Best Buy receives our merchandise directly from manufacturers or their distribution partners, leaving little room for this to occur.

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: 7,056
Topics: 115
Kudos: 520
Solutions: 392
Registered: ‎12-23-2016

Re: Counterfeit product

Hello, K9ßemperfi,


Thanks for joining the Best Buy Community forums. Getting the wrong item, or worse, a counterfeit item, is never a good experience.


Under our Return & Exchange Promise, a Christmas gift would now be beyond the return period. That said, I'd like to look into this so we can work to make sure that counterfeit items aren't being sold. Please send along a private message by using the link in my signature below this post.


I'll need your name, email address, phone number, and order number. Please also let me know why you believe the item is counterfeit.



Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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