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Posts: 4
Registered: ‎12-04-2019
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Received a Used Phone and Charged Restocking Fee to Return

[ Edited ]

My Support Case Number is {removed per forum guidelines}

 

I received a used/opened cell phone from Best Buy. It was open inside of the shipping envelope it came in. There was no plastic or sealing around the box. The tamper proof seal was ripped off and there was only the remnants of a VOID seal. The box itself had a hole on the top. The phone was uncovered at the bottom of the shipping envelope and had a smudge on the screen.

 

I immediately called Best Buy customer service after opening the package and spoke with Michelle. We discussed the package and I informed her the shipping envelope did not look tampered with but only the Nokia box inside had been previously opened and the phone looked like it had been used because of the finger smudge. She sent me a return label to ship it back and said I would not be charged a restocking fee when they reviewed the case notes. She said to include a note with my case number, which I did.

 

Unfortunately to my complete surprise, I was just notified that my order was refunded and I was charged a restocking fee. I was charged $40 for returning a phone that was sent to me open and used. 

 

Please advise me on my next steps. Thank you.

 

Best,


Daniel

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Posts: 278
Topics: 11
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Registered: ‎02-08-2019

Re: Received a Used Phone and Charged Restocking Fee to Return

Thanks, Daniel,

 

I defniitely undersand this concern, and I'd be happy to look into this and see how I can help. Please send me a private message with your full name, email, and phone number and I'm happy to look into this.

 

Best,

 

Meg|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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Posts: 4
Registered: ‎12-04-2019

Re: Received a Used Phone and Charged Restocking Fee to Return

Updating this thread.

 

I have PMed with Meg and was working with another customer support representative in Live Chat, Ned. I was told I would be reimbursed for the restocking fee but that the fastest way was to go through the phone support line, however every time I have tried to call the waiting period is over 40 minutes. I am seeking help is resolving Best Buy's errant restocking fee for delivering me a used phone. I have been told by two representatives that I would be reimbursed. I also don't understand why I have to start from the beginning every time I contact Best Buy support when I was given an ongoing case number. 

 

I will continue to update until the case is resolved. Wishing everyone else better luck with their support issues. Thank you to the representatives so far and please let me know what is happening. 

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New Member
Posts: 4
Registered: ‎12-04-2019

Re: Received a Used Phone and Charged Restocking Fee to Return

Meg if you see this I tried responding to your last PM but the system wouldn't let me send another PM stating: "You have reached the limit for number of private messages that you can send for now. Please try again later." 

 

To answer your question I only have the one phone number you already have. Thanks.

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Posts: 278
Topics: 11
Kudos: 46
Solutions: 18
Registered: ‎02-08-2019

Re: Received a Used Phone and Charged Restocking Fee to Return

Hey!

 

Thanks for letting me know. Have you tried clearing your cookies and cache and sending a message again? That might solve the issue! 

 

Best,

 

Meg|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
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New Member
Posts: 4
Registered: ‎12-04-2019

Re: Received a Used Phone and Charged Restocking Fee to Return

Last update.

 

Meg was able to help get in touch with the returns team and get the reimbursement of the restocking fee through. Received an email notifying me of the pending refund. Big thanks to Meg for the help!