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New Member
Posts: 3
Registered: ‎01-01-2018

Damaged TV

My son bought a TV at the Best Buy in Sherman, he took it home and but didn't open it up right away. A couple days later when he opened it the TV was damaged. He took it back to the store and they refuse to exchange, or fix it, or even to allow him to return it. Now he's stuck with a broke TV that is brand new. Is this a normal practice for Best Buy? If so None of our family will ever purchase from Best Buy ever again!

Posts: 2,384
Topics: 11
Kudos: 193
Solutions: 141
Registered: ‎12-23-2016

Re: Damaged TV

Hi jonesjg,

 

Welcome to the Best Buy Community forums. I appreciate your patience in waiting for a response. With the busy holiday season it is taking us longer than we’d like to get back to everyone.

 

Our Return & Exchange Promise calls out that damaged items cannot be returned. A cracked television would fall under this provision, and as such would not be returnable. It sounds from your post like a manager took a look at the television and declined to make an exception to this policy for you.

 

 I do have a couple of alternate avenues you can look into to see if you can find a solution for this. First, many homeowners and renters insurance programs provide coverage for damaged items like this. It may be worth reaching out to your insurer to review your options under that policy.

 

Alternatively, you can reach out directly to the manufacturer of the television. The contact information for many of the manufacturers that we carry can be found at this link.

 

I hope that helps. If you have any additional questions, please let me know.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎01-01-2018

Re: Damaged TV

Kyle R

So I should advise everyone going to Best Buy to spend there money they should open and inspect every item they are to buy? I think best buy are going to have a lot of open box items! For any store to sell damaged goods and tell the customer tough luck, I just don't understand. 

New Member
Posts: 4
Registered: ‎01-08-2018

Re: Damaged TV

I posted just a few minutes ago, but it appears to have been deleted.

The same thing happened to us, it is not fair and perhaps even illegal. 

I recommend that you contact your credit card company and place the charge in dispute.

I also recommend that you contact the State Attorney General - Consumer Complaints and the Better Business Bureau.

 

New Member
Posts: 4
Registered: ‎01-08-2018

Re: Damaged TV

I find it reprehensible and perhaps even illegal that Best Buy advise a custumer to seek reimbursement from home owners insurnace for a defective television.  Common sense would say this is a very unsavory business pratice 

New Member
Posts: 3
Registered: ‎01-01-2018

Re: Damaged TV

 

It does sound like "Kyle RSocial Media Specialist | Best Buy® Corporate" is telling us to commit insurance fraud, just so they don't have to take responsibility.  

 

Recognized Member
Posts: 207
Registered: ‎02-07-2011

Re: Damaged TV

If the TV was defective they would take it back. If it has physical damage and it was not delivered by them or UPS then they will inspect the TV and packaging to determine if it was damaged by the purchaser. They must have determined it was not damaged from the factory.
Posts: 2,384
Topics: 11
Kudos: 193
Solutions: 141
Registered: ‎12-23-2016

Re: Damaged TV

Hello again jonesjg,

 

I would absolutely never suggest anyone commit insurance fraud. I was simply suggesting that your homeowners insurance may cover a physically damaged television, so it may be worth checking with them to see if this is covered by your particular policy.

 

To your earlier question, when making a large purchase like a television it is absolutely a good idea to open up the box after you make your purchase but before you leave the store to make sure the television is in good condition. The store team will be happy to help you out unpacking, inspecting, and repacking the television should you ask.  

 

As nckhammond mentioned, when your son brought his television back to the store they should have inspected it for him before determining whether the return could be completed. If they didn’t, I’d suggest he reach back out to the store for further review.

 

Under our Privacy Policy we’re only able to work with the person that made a purchase in situations like this. If your son is planning to go back to the store and he’d like me to reach out to the store ahead of that visit to give them a heads up I invite him to register an account here with us and reach out to me via a private message with the customer service PIN from the bottom of his purchase receipt.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!