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Registered: ‎07-15-2017

Poor Customer Service at a local Best Buy store

I am really disappointed with the customer service that I experienced today at a local Best Buy store. I am a regular buyer at Best Buy, but after my experience today I felt that it is not worth going to a place where they do not trust the customers anymore. I bought a Samsung TV (32 inches) just 11 days ago to install at the Office waiting room. Our installation personnel noticed that TV screen had minor scratches but when they tried to turn it on the screen was broken at the top corner and has visible radiating cracks all over the screen. I took it to the store to exchange but the electronics department manager said it was due to physical pressure while taking the TV out of the box. I tied to explain to him but he did not listen. Moreover he said it was a pressure from the thumb that could be the cause for the broken screen. I challenged him to reproduce it from another box that I was willing to buy. I was certain that the reason he gave did not make any sense. He had no justification for his evaluation. I wonder how Best Buy chooses to keep people with no experience in evaluating critical issues. He may have thought that he was smart in selling a broken item, but he was loosing a loyal customer to Best Buy in the process of doing so..

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Registered: ‎09-29-2008

Re: Poor Customer Service at a local Best Buy store

[ Edited ]

Hello SharathRao,


Welcome to our Community. There is nothing quite as upsetting -- as I know from my own experience -- as discovering a fault with a product right after purchase, especially a major electronics item like a new TV. I was quite discouaged to read of your experience and I regret any inconvenience to you.


Best Buy's Return & Exchange Promise allows for the return or exchange of most products within 15 days of purchase (30 days for My Best Buy Elite members and 45 days for Elite Plus members). Products must be in new, undamaged condition to be accepted for return. If our store representatives determine at inspection that the damage to the product is indicative of mishandling, a refund or exchange would not be provided.


I'm sorry I do not have better news or another option for you. Please know I am grateful you took the time to write to us with your concerns.

John|Social Media Specialist | Best Buy® Corporate
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