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New Member
Posts: 2
Registered: ‎04-20-2021

Formal complaint Need Help

Hello, I would like to file a complaint to corporate office due to the fact that my money was stolen by phone customer service. I purchased projector from online and was trying to return (the size was too big to fit into enclosure for outdoors) it to the store, when I was told that a restocking fee will be applied. I decided not to return the projector but I called customer service to see if anything can be done. I was affirmed that if I ship the item back to online store that a restocking fee will be waived. I asked to get a return label and I shipped the projector back to you guys. When I was refunded I was charged a restocking fee of $112. Now I am calling and getting a runaround and each department I speak to say that they are not authorized to handle this. They opened a case for dispute but when I call they say its declined because of the return policy. The return policy was not the issue and I would of kept the projector and use it for a different project. If you can't refund restocking fee than send me the projector back and I will keep it but I am not just loosing $112. I relied on customer service representative to provide correct information and not make me send it back. As I was told all conversations are being recorded so its very easy to get to the root of this problem. Please let me know who can I speak to about this issue and provide further assistance. Thank you in advance.

Posts: 10,231
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Registered: ‎11-10-2008

Re: Formal complaint Need Help

Have you read all of the return policies here:


Does your return fall under these guidelines? If they do and you did not open an item and you reside in the state listed there is no restocking fee. Otherwise if you opened an item and returned it, you will be charged the restocking fee, as the reason for it not fitting is not a defect.

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New Member
Posts: 2
Registered: ‎04-20-2021

Re: Formal complaint Need Help

I definetly understand the policy and I would not send it back if I was not reasured that I will not be charged a restocking fee. If I would be told that a restocking fee is not going to be waived, I would of kept the projector and use it in my house just for the heck of it instead of loosing $112 for no reason. I was reasured by the customer service rep that it will be waived so thats the only reason I sent it back. 

Posts: 5,017
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Registered: ‎11-29-2016

Re: Formal complaint Need Help

Good afternoon, alex117787,


Welcome to our forums, and thank you for connecting with us for assistance.  As it sounds like you’re aware, projectors purchased with us would be charged a restocking fee upon their return, be it at your local Best Buy store, or by mail.  It’s disappointing to hear there may have been some confusion during your call to our phone support teams, but I’ll be happy to take a closer look into this matter and offer any additional assistance I can.


For me to look into this matter further, I’ll need some key pieces of information from you in order to do so.  If you could use the blue “Private Message” button in my signature to send me:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number or the “Customer Service PIN” from the bottom of your return receipt


As you can imagine, you’ll want to use the blue “Private Message” button in my signature, to keep this sensitive information out of the public view of our Support Forums.  If you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.


Hope to hear from you soon,

SeanM|Social Media Specialist | Best Buy® Corporate
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