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Posts: 1
Registered: ‎11-02-2019
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Re: Phone restocking fee



I recently ordered an Iphone in store for home delivery. Shortly aftr placing the order I realize my duaghter needed a phone with more storage. Once I received th phone I stop[ed by a Best Buy store to do a return exchange for a iphone with more storage. The phone was unopend and still had th sim card taped to the plastic yet I was still charged a restocking fee. 

The store manager said they he had to return it as opened because it was activated and that he can't just put it back on the shelf and resell it. I asked him to show me what the return policy states that but he couldn't and I couldn't find that condition listed anywhere online or any other documentation. I called 888Bestbuy 3 times plus I asked a manager in another store and they all informed me that I should not have been charged a fee and suggested that I go back to the store. The next day I returned to the store and talked to the same manager and he told me that "the Call center don't know what they are talking about and that I sell and activate phones all day." He still wouldn't reverse the charge. 


If this is in fact a critria for returning a cell phone there is a huge disconnect with the stores, the call center and the return policy documentation

Posts: 270
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Registered: ‎02-08-2019

Re: Phone restocking fee

Hey there,


Thanks for reaching out, Acowan2. I'm sorry to hear about this, and I'd like to research this further and see if I can help. Please send me a private message, utilizing the link in my signature below, with the following:


Your full name

Email address

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Meg|Social Media Specialist | Best Buy® Corporate
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