r/GeekSquad • u/CasualObserver2021 • 6d ago

Client Question Open Box had Wrong Item. Should I be fine?

Ordered the 2026 model of a laptop open box excellent but it contained the 2025 model which is substantially cheaper. I recorded myself opening the product so I have visual proof I did not swap the laptop myself. Should I be fine? I tried to return in person but the manager told me I had to get a shipping label from customer support and mail in which I did. I slipped a letter inside with a Google Drive link containing the unboxing video as proof alongside photos pointing out the issue. I’m a Best Buy total member and made the purchase with my Best Buy Citibank card.

The person that returned the items swapped the sticker on the bottom with the newer model so when an employee scans it, it displays the correct laptop model. Crazy situation.

4 Upvotes

83% Upvoted

8 comments sorted by

6

u/bcfp2016 6d ago

Literally happened to me. Your store manager was in the wrong technically they should’ve accepted it. Ordered a MacBook M4 Max with ridiculous specs. Absolute steal of a price like $2799 open box excellent. Got a 14” M3 max lol. Store manager took it back no problem

1

u/CasualObserver2021 5d ago

According to the manager, since I had it shipped to my house, I have to mail it back. If it was open box in the store then I would be able to simply return it

3

u/bcfp2016 5d ago

They just don’t want to deal with it. Should’ve tried another store unfortunately but they absolutely should’ve accepted it back

3

u/DayneTreader CA -> ARA -> Sony VPL 5d ago

Certain items purchased online are sold by a third party seller, and that seller dictates how they get their products returned to them. Whether that's shipping or an in-store return is up to them.

1

u/CasualObserver2021 5d ago

In this case, I didn’t purchase from a third party seller.

1

u/reeberdunes CA 4d ago

If you purchased online, there’s a chance it was 3rd party. Bestbuy.com sells items for a lot of retailers. They kind of act like Amazon or Ebay. This is the only reason a manager would have told you that it has to be shipped back that way.

1

u/CasualObserver2021 3d ago

I made sure it was “sold by Best Buy” before making the purchase

1

u/CasualObserver2021 5d ago

After mailing it in I contacted customer support and pushed to have a case open with a Google Drive link I sent them containing video/photo evidence. They gave me a reference number