Best Buy Burlington

I bought a 7.1.2 soundbar system through the app which includes the soundbar, two mini speakers, and a bass speaker. The app specifically states that the item is open-box fair. When I drove 2.5 hours to pick it up, the employees only brought out the soundbar and remote. I asked where the rest of it was, and three employees tried to help but said the missing speakers and sub couldn’t be found. They told me I could either take what was there or cancel the order. I explained I’d just driven 4+ hours round trip, burned gas, and lost most of my day, and asked if they could do anything about the false listing. They said they couldn’t. The item itself even had a sticker claiming “light scratches only,” while failing to mention that most of the system was missing — turning what was supposed to be a full 7.1.2 setup into just a 2.0 soundbar. Blatantly false advertising and a complete waste of customer time. Photos attached. The best buy website claims open box fair products are "in Fair condition operate as intended, but show more significant scratches, dents or chips". I'd love to know how BestBuy thinks a 5 speaker surround sound sound system is supposed to only include 1 speaker. This is as the same as selling a 5-piece suit, losing the shirt, pants, etc., then giving the customer the jacket.

Excellent service always.

Ordered on line , received notice when ready for pickup, same day as order. Walked just inside the door and after showing the email with barcode the lady handed it to me, probably about 3 minutes in the building. Very quick and efficient

Horrible customer service.