Best Buy & Geek Squad Policies

[HeatherBD]

First of all I would like to say Best Buy is HORRIBLE!!!  My Brother, his wife and I went in and purchased a 40" Samsung flat screen TV for my mom for Christmas.  We brought it home wrapped it and waited a few days till Christmas Eve.  We gave it to our mom and were so happy that she was happy.  We went to set it up and when we pulled it out of the box the screen had a Huge crack in it.  We were sad but knew Best Buy would take it back saturday the day after Christmas.  When we arrived at Best Buy they looked at it and said "sorry there is nothing we can do". 

We are the so not proud owners of a new broken tv!  We are stuck even though a manager said they had a few tv's the same model come back that way.  We have called everyone at Best buy..one person says if the box was damaged they would take it back, then one says they wouldn't.  We called Samsung and they don't understand why they wont take it back because they get a new one in its place.   We have spent 1000.00 and now are stuck with a broken tv!!  One that We DID NOT break!!

No one told us it would be in our best interest to check the tv out before we left the store, maybe if they would have we would actually have a working product.  Best Buy is acting like it could not have happened at their store or from the warehouse. 

We have filed a complaint with the BBB, and I tried to file one with the Chamber of Commerce but they are no longer members!!  The 800 number people were RUDE, and I work in a place where I come in contact with a LOT of people and the word is getting out..I might be one person but I can tell my story...DOWN WITH BEST BUY!!! Should be called SUCK BUY, because they do SUCK!!  BEWARE BEWARE BEWARE BEWARE!!!!!!

[Nokia]

You say you brought it home. I am guessing this means you did not have it delivered? Unfortunately, if BB did not deliver it, the customer is responsible for any damage incurred unless the damage is found before leaving the store.

Also, what do you mean "they get a new one in its place?" If the store replaces the TV, they are giving you an almost free TV. The broken one does go back to Samsung, but the store gets very, very little credit for it. Samsung basically takes the price of the screen out of the refund they give the store.

[HeatherBD]

When I talked to one of the 3 managers that I did bring this to, one told me that a salesman should have checked the box, then another manager said "we don't check the boxes"  then the 3rd manager said "we are busy at Christmas we can't possibly check everyones package.  I understand that but what am I supose to do with a Brand New BROKEN $1000.00 TV...Samsung said that They send Best Buy back another TV in its place of the one they should give me...I am not trying to get my money and a TV...I either want a New NON broken tv or my money back.  I think anyone would want the same and if you are supose to check the TVs before you leave they need  to stress that to the consumer, because they don't ..I never would have thought to do that, and since I will never buy there again I really don't have to.  It is a personal mission of mine to make sure people are aware of how easily they can be taken of their money...I know in these times $1000 is hard to come by but Best Buy made it go away real quick...My next step is Lawyer, They will not get away with this!!

[Nokia]

Yes, and if there is damage to the box, the store will usually replace it.

Samsung sends BB replacement inventory all the time, but they will charge the store for a new screen, which is the bulk of the cost of the unit.

[AGENTG]

Yikes! Im so sorry for your recent purchasing experience! I would be pretty mad myself. I would have never thought to check a tv before leaving the store either, I have learned since that it is a good idea. When I make my next tv purchase I will be! It is a serious shame that you have not received good customer service from the store and the 888BB number. I can tell you that, if you have not already, you may want to speak with Consumer Relations via the 888BB number. Also, your complaint does not fall on deaf ears here! This is another outlet to get help from corporate. They can not resolve all issues, but I can tell you they try their hardest to get you the resolution you are asking for. It may take a day or so to hear back from them, but please don't get discouraged!!

[HeatherBD]

This is Heather's sister in law... I am very tired of dealing with this. I have spent so much time on this broken TV that I just want my money back....I would have been better gone to W**mart and buying the TV because we all know they take anything back with no questions asked.....That is where I will do all of my electronic shopping at W**mart!!!

[Nokia]

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HeatherBD wrote:

I would have been better gone to W**mart and buying the TV because we all know they take anything back with no questions asked.....That is where I will do all of my electronic shopping at W**mart!!!

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That doesn't really speak well for your character. This comment makes it sound like you broke it.

[HeatherBD]

My character??? My character got me where I am now...with a broken TV and stuck paying the bill.....Because I was an honest person and told Best Buy management the honest to God truth!!! The TV was broke before I left Best Buy with it.  I guess being honest was the wrong way to be in this situation....If I made physical damage to the box myself I might not be dealing with this now. But you what God knows the truth and that's all that matters. You think what you want and I will know what I know. This is only the beginning because my lawyer has been contacted and Best Buy will be receiving a letter real soon about this whole ordeal. Also I will be telling my story to Goodhousekeeping.com and Best Buy will not be looking pretty in the article that will be printed about them......And this will only make other customers that went to Best Buy the day after Christmas with the same problem as me come forward and we will either get a new TV or get our money back..... I really just want my money back and be done with Best Buy forever. I pray that the customer service improves or they go bankrupt and go out of business.

[Nokia]

I didn't imply anything. I simply stated that that comment could very well be misread.

If you have indeed initiated legal action, then this site is no longer able to help you.

[HeatherBD]

This site was no help anyway...an you must work at BB because your customer service skills are as horrible as BBs reps and managers!! I didn't comment on here to hear someone like you insinuate what happen when you have no clue who I am or how I live...