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Posts: 1
Registered: ‎10-29-2018
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Open-Box Item Delivered

I was looking for a way to reach Best Buy's Corporate Office to make a complaint and happened upon this board. I see that I am not alone in my delivery experience...


I purchased an air conditioner at full price, ie. a brand new item, from Best Buy in NYC on East 86th St. On the day of delivery, the delivery person called to say that she would be bringing a returned open-box AC. I said that I wanted the new unit I had purchased. She was not able to provide this. She told me to try the open-box AC out, that I'd get an extra 10% off, and that if I didn't like it she would replace it with the brand new unit I had purchased. We had been having a heat wave and, given her guarantee to exchange the item if it didn't work, I agreed. 


She brought in the air conditioner in an open brown cardboard box with no padding or wrapping. After installation, we found that the AC didn't work. It acted like a fan, but didn't blow cold air. She said that it may have been dropped or banged and that the compressor was broken. She gave me her cell phone number and said to call her the next day. She would return with a new unit for me. That was the last I heard from her. She did not return any of my calls.


When I visited the store where I had purchased the unit, a manager confirmed that the unit delivered had been an open-box from another store. She promised to schedule an exchange. She gave me two extensions to call. Well, I have tried to reach her for hours, but either nobody answers the telephone, or after speaking with someone, I am disconnected.


I also emailed a store manager and received no reply.


Due to work and family commitments, I cannot continue sit on the phone trying to call Best Buy or to visit the store with no result. I have been trying to deal with the issue for six weeks, already.


Needless to say, we would never purchase anything again from Best Buy due to the way the air conditioner delivery was handled. This includes everything from computers to appliances. This is a shame, because Best Buy had been my go-to due to good pricing and knowledgeable salespeople. We are still hoping for a favorable response. Thank you!

Posts: 7,065
Topics: 115
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Registered: ‎12-23-2016

Re: Open-Box Item Delivered

Hello FMH1,

Welcome to the Best Buy Community forums. We should never be delivering an open box item when a new item was purchased. I’d very much like to look into this for you.

Please reach out to me through a private message by using the link in my signature below this post. I’d ask you to include your name, email address, phone number and the order number from your purchase if possible.


Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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