Other Customer Service Support

[BradWhitehead]

I ordered an open box camera online on 4/8/20. I never opened the box as I didn't intend on keeping it and I tried to return it to my local store on 4/11/20. The woman helping me opened the box to inspect it then informed me that there would be a restocking fee. I told her that went against the policy posted online, that unopened 'open box' cameras were not subject to a restocking fee. She agreed but said she was unable to process a return without the restocking fee and said I would have to go through the online return.

I contacted Ryan {removed per forum guidelines} through the online chat and explained my situation and he assured me that there would be no restocking fee and sent me a return label. I sent the camera back to the Shepherdsville, KY center and it arrived on 4/17/20. I have pictures of the chat log.

It's 4/29/20 and they processed the return and charged a restocking fee. 

I called support and after a 1.5 hour wait, got disconnected with the first agent.

I called back and the agent refused to help and said the store would have to process the return.

I went to the store and after an hour wait the store manager Craig said I would have to call 1-800-BestBuy.

I called back for the 3rd time and after another 1.5 hour wait I got disconnected again.

It's troubling when my phone works for the whole wait time, then I get disconnected the minute I explain my situation.

I need help. Who can I contact?

[BradWhitehead]

It has been nearly a week since I first posted. Can I get an idea of how long the queue is?

[Bill-BBY Senior Social Media Specialist]

Hello there, BradWhitehead,

Thank you for your patience while we work through the backlog of posts that this pandemic has caused.  I can certainly understand your concern about this restocking fee, and I’d be happy to see how I can help.

I see that you sent us a private message with the typical information that we need.  Can you also send a private message with your order number?  Once I have that, I’ll dig in to see what I can find.

Thanks,