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New Member
Posts: 3
Registered: ‎08-07-2019

In store purchase, brand new IPad Pro damaged.

I bought an IPad Pro 12.9 inch 512 GB brand new item. Came to realize that when I had opened the “brand new” item, it was damaged. Had a dent on the top and scratched on the bottom. Tried returning to the store I bought it from. All the managers denied to refund me or even exchange it for the same item. I clearly wanted a refund and their answers were still the same no matter how much I explained it to them. Even when I called customer service they said that the store should be able to refund me my money back since it is within the return period. I am also a Best Buy elite member which gives me 30 days to return an item. I went to 4 Best Buy stores to try and talking them into giving me a refund. All 4 Best Buy’s denied my request and told me that I have to keep it the way it is and that they don’t accept damages items. It clearly says online that if an item is damaged I have an option to exchange the item or get a refund. I explained that to them and they told me they have never had an issue like this with an Apple product and therefore will not grant me a refund. 2 of the managers from different stores told me I have no option but to keep it. I am very disappointed with Best Buy, I get all my electronics from them and this how they treat their customers. I am really questioning Best Buy now. I am working the return period and I should be granted a refund. I spent over a grand on a brand new iPad that came damaged right out of the box. They expect me to be satisfied with my purchase when they aren’t even doing anything to help me get my money back or offer me any other option to ship the item back to a corporate office for a refund. I find this ridiculous and I am having 2nd thoughts with being a Best Buy credit card holder, shopper, and a member.
Regular Contributor
Posts: 859
Registered: ‎02-07-2011

Re: In store purchase, brand new IPad Pro damaged.

They generally only refund damaged items if you ordered it online and it was delivered....

Some of the stores I've seen will exchange items if its was within the first 48 hours, but it's up to the store to make the determination if it was hidden damage and not damaged by the customer. If you have had it for a week or 2 they will have no way to determine that.
New Member
Posts: 3
Registered: ‎08-07-2019

Re: In store purchase, brand new IPad Pro damaged.

That is absolutely ridiculous there should be a way to have this refunded. No stores are accepting and it makes no sense that there is a policy on damaged items
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New Member
Posts: 3
Registered: ‎08-07-2019

Re: In store purchase, brand new IPad Pro damaged.

If there is any representative from Best Buy that can help me resolve this issue that would be greatly appreciated.
Best Buy Employee
Posts: 974
Registered: ‎01-09-2015

Re: In store purchase, brand new IPad Pro damaged.

The moderators will most likely reach your post in their queue within a few days.  When it comes to making exceptions to the posted Returns Promise (i.e. outside the policy or accepting a damaged item back), it is generally left up to the store making the return.  

 

To echo nckhammond's comments, items that are damaged are specifically called out as ineligible for return.  Like most retailers, we have to have this exclusion as electronics devices are mobile and accidental drops/spills are commonplace.  In an effort to gather a little more information before the moderator arrives, I have a few questions that may help.  How much time passed between when you made the purchase and when you returned to the store with the damaged item?  What was the condition of the Apple packaging at the time of purchase? 

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: 111
Topics: 6
Kudos: 10
Solutions: 7
Registered: ‎02-08-2019

Re: In store purchase, brand new IPad Pro damaged.

Hello, Awahab96.

Welcome to Best Buy’s Community Forums! Thank you for reaching out to us regarding your Apple iPad product. We’d certainly like to see if there are any options that might be available to you

Would you mind providing your full name, phone, and email in a private message, please? Simply click on the ‘Private Message” button to the far right of my signature.

 

Regards,

Wesley|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!