A woman on TikTok said she received an unexpected item in a package meant to be a birthday gift. Suzanne Thibault, who goes by @suzannethibault on the platform, claimed the box contained a used smartphone instead of the Garmin watch her boyfriend had purchased from Best Buy. She addressed her message directly to the retailer in a video posted online.
Thibault stated in the video, “This message is for Best Buy and Best Buy only. My boyfriend bought me a Garmin watch for my birthday and we just opened the package.” The video then showed a close-up of a blue Android smartphone lying on a red surface. The device was plugged into a charging cable and appeared to have visible scuffs and wear on its back.
She continued by pointing to the phone and saying, “This is not a Garmin watch, this is someone’s phone. This is someone’s phone, so we’re charging it, we’re charging it.” The video’s caption repeated her question to the store, reading, “Care to explain? @Best Buy #bestbuy #garmin.”
Video shows a used smartphone in place of the expected watch
The footage provided showed the item in detail. It was described as a blue smartphone with a charging cable attached. Thibault’s hand, with yellow nail polish and a gold ring, pointed to the device. The phone was identified as a used Android model with apparent scuffs and wear on its back casing.
Thibault did not provide further details in the video about when the purchase was made or the specific Best Buy location involved. Her message was framed as a direct inquiry to the company’s customer service. The video was posted with a caption tagging Best Buy’s official account and using hashtags related to the store and the brand of the expected gift.
The incident as described raises questions about product verification processes during returns or order fulfillment. One commenter suggested a possible explanation, stating, “Entirely possible that phone is dead or stolen, and it was used as weight in the return to cop a free watch.” Another commenter offered a different perspective on retail practices, writing, “All packaging should be made so you can see the actual product.”
Social media comments react to the mix-up
The TikTok video prompted numerous reactions in its comment section. Several users offered direct advice to Thibault. One comment read, “Maam I am not Best Buy you may want to call them on the phone.” Another user shared a personal anecdote about a similar retail error, commenting, “Shame on their customer service who didn’t check the box. Walmart did me dirty when my husband bought me an espresso machine. I used to work in returns at Kohls. I took one look at the box and said it was a return. my husband was shocked. I opened the box and used espresso beans was still in the machine.” The frustration with retailers over incorrect or hazardous items in sealed packages extends beyond electronics, as a Tennessee woman recently found a hardened dark mass inside a sealed bag of Great Value tortilla chips she bought from Walmart.
Other comments expressed surprise at the situation. One user wrote, “Okay…. How does this happen?!?! lol.” Another user offered a birthday greeting, saying, “But also happy birthday 🫶🏻.” As of the time the video was reviewed, Best Buy had not publicly responded to Thibault’s video, according to the available information.
The video highlights a customer’s claim of receiving incorrect merchandise. Thibault’s post directly asked the retailer for an explanation regarding the package contents. The incident as presented shows a discrepancy between a purchased item and the product delivered. The incident highlights a broader issue of product safety concerns, as a Tennessee woman found metal inside a can of Pillsbury biscuits.
