One of my biggest pet peeves is how, over time, the meaning of words tends to get watered down by people who have something to gain by doing so. Right now, I’m noticing that retailers who sell discounted products seem to be interchangeably using the words ‘Open Box’, ‘Refurbished’ and just plain ‘Used’.
Logically, these words don’t all mean the same thing, and consumers have a right to have clarity around what they are actually buying. A ‘used’ item is just that: previously owned by someone, used and then resold. ‘Refurbished’ is similar: a used item that has gone thru some amount of cleaning/repair/reconfiguring to make it more attractive for resale. I think we all understand those terms pretty well.
Where things seem to go off the rails on many retail sites (eBay, Amazon, Best Buy Marketplace) is with the term ‘Open Box’. Here’s a hint: ‘Open Box’ is not the same as ‘Used’ or ‘Refurbished’! I find it genuinely shocking that so many private sellers and retailers are flogging old, worn items as ‘Open Box’.
What Really Is – Or Should Be – ‘Open Box’?
For clarity, here’s what I think is a reasonable definition of what ‘Open Box’ should and does mean, from the website dealnews.com:
“When you see an item marked as “open-box,” it means just that: the packaging has been opened. The product has likely been returned for some reason, but not necessarily because it’s damaged. An open-box product could be something a shopper changed their mind about. The buyer may have returned it because they decided they didn’t like the color, or for an equally trivial reason……Open-box products can also be floor models that the store has used to show the item off to customers.”
So, for clarity, an ‘Open Box’ item should be one that was either a store sample, or returned within the original retailers return period (usually 10-30 days). It should be:
- in the original retail packaging,
- largely indistinguishable from new condition,
- and have all of the original parts and accessories.
It should NOT be:
- an item that is several years old,
- showing signs of significant wear,
- lacking the original packaging and accessories.
Protecting Yourself as a Smart Buyer
It’s so important when shopping for ‘refurbished’ and ‘open box’ items that you understand exactly what it is you’re getting, and particularly what the return and warranty policies are. This applies to all retailers and websites that offer these products since they all seem to be playing fast-and-loose with the terminology.
That said, some retailers have some superior offerings that help the consumer have confidence in their purchase. For instance, Best Buy’s ‘Geek Squad Certified’ open-box items have a solid return policy, are guaranteed to be functionally and cosmetically flawless, and have a minimum one-year warranty from either the original manufacturer or Best Buy. This gives a buyer confidence that they really are purchasing a near-new open-box product. Of course, it also means that you may be paying more than you would for another retailer’s similar ‘open-box’ item that doesn’t come with such guarantees.
More information on the ‘Geek Squad Certified Open Box’ program (Canada version) can be found here.
My Experience Purchasing an ‘Open Box’ Item From Best Buy Marketplace
Unlike in the US, Best Buy Canada has a ‘marketplace’ where third-party sellers can sell their products on the Best Buy website, with Best Buy only backing the return policies and processing the orders. It works a lot like Amazon.
In the video below, I buy a supposedly ‘open box’ laptop from a marketplace seller and show you what I got for the money I spent. I also discuss in greater detail things to look out for when making these types of purchases. Go ahead and check it out!
