Best Buy Sold Me an Open-Box Item That Was Broken. They Wanted to Charge a Restocking Fee.

I bought an open-box laptop from Best Buy for $650. The listing said "excellent condition, all accessories included." What I got was a laptop with a cracked screen corner and missing charger. Best Buy wanted to charge a 15% restocking fee to return it.

I returned to the store and asked for a manager. I showed him the laptop and explained that the condition was not as advertised. He said open-box sales are final. I said that federal law requires products to be as described and a restocking fee for a defective item is not legal under most state consumer protection laws.

The manager backed down. He processed a full refund, no restocking fee. He also offered me a discount on another open-box laptop, which I declined.

Best Buy's restocking fee policy applies to changed-mind returns, not defective items. If the product is not as described, a restocking fee is not appropriate. Stand your ground.

Since then, I always open and inspect open-box items at the customer service desk before leaving the store. This would have saved me the trip back.