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Posts: 1
Registered: ‎09-10-2017

Re: Post a Complaint

On Sept 7th I purchased a 75" Sony 4K tv from Best Buy in Frisco, Texas. The item was an open box excellent which states includes all accessories and has not physical damages. I picked up this very large item and ask to open the box to verify the condition. I was told the box was sealed and everything was there....wrong. This box contained only a tv that had a chip / scrape on the screen, no remote or other accessories and the sound did not work. I called immediately and a very flippant young man said " come by tomorrow and I'll give you a remote". Since I did not have enough time to return it because of closing time, I deove 45 minutes because they had this open box item at a lower price. I waited until the next morning to re contact the store on El Dorado Pkwy in Frisco. I called 8 times and waited on hold and no human ever answered the phone ( I have phone records) then I called customer service only to be connected to a lady that sparsely spoke English. I struggled to make her understand but she wanted me to "if it was convenient load this 75" tv and take it to the closest store" I told her it was not convenient but if she would arrange another box or whatever I would do that. She said she could not, but if I took it to the closest, if they had another open box that would exchange it or at there discretion replace with a new one. I told her I would not carry a 75" tv up to another location on a chance they had another. She said "Ill ship you one" hold on and I'll transfer you to that dept and the hung up on me. That was 20 minutes I'd like to have back. Called the store again, a nice young man said he'd get the manager... waited 10 minutes and the Manager hung up when he tried to pick up the call. Loaded this monster tv drove it back to the store, got attitude from the geek squad guy who claimed he checked it and basically accused me of damaging this tv and keeping the accessories? A sour and tie just said return his money and without any acknowledgement of what I'd been through, Best Buy showed me the door after thousands of dollars spent and many years a customer. Sad, but you guys need real help.


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Registered: ‎12-23-2016

Re: Post a Complaint

Hi Robroy22,


Thanks for joining us at the Best Buy Community forums. As a former Geek Squad Agent, I’m very disappointed to hear that the television you purchased wasn’t in the condition that it was supposed to be in. I apologize that the process of getting it returned was so difficult for you.


We want our open box items to have the most accurate description of their condition as possible, and from your post it sounds like we fell well short of that. We know that sometimes missteps like this happen and that’s why we want our customer service folks to be responsive and helpful. I’m sorry that we did not live up to this for you.


I really appreciate you letting us know about this. We rely on feedback like yours to find the areas where we are falling short and improve. I’ll be sure to document this in our corporate systems, as well as reach out to the leadership at the Frisco store. We’re always working to get better, and I hope that your feedback will help us do just that.


I apologize again for your poor experience. I hope that you’ll give us another chance in the future to see the improvements we are always working towards. If you have any additional questions or concerns, please let me know.



Kyle R|Social Media Specialist | Best Buy® Corporate
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