08-10-2018 06:07 PM
I purchased a 49" TV on Best Buy's website and picked it up in the store. When I got it home and plugged it in, the right
quarter of the screen was black, there was a horizontal line through the middle of the screen and there were other color aberrations. When I took it back to the store the next day, I was told that the damage was "customer inflicted" and they could not take it back. The employee who took it out of the box, could not get the power cord in and was grabbing and squeezing the TV in his efforts. He then placed it face down on a hard surface to get the plug in. Then turned it around and leaned it on an angle against the bench. The TV now looked much worse. I have pictures of when I took it out of the box. Tommy was the person who first came to asses it. I was told the manager Chris, was in a meeting. I waited around and then Rich A. came out, without looking at anything, he said there was nothing they could do. I was advised to call the corporate office, which I did. The first agent I was transferred to, just said that he could not override the local store. I was then transferred to Rebecca in the (Television?) dept., she told me to try and return it to a different store. She then said that because I had picked it up at the store and did not have it delivered, there was nothing she could do.
I am sure they get returns that have been abused, but I was a professional installer for many years and know exactly how to handle these TVs. The reason I picked it up at the store in the first place and didn't buy it somewhere else, was because I was afraid it would get damaged in transit. So much for trying to be careful....
The excuse that the box is not damaged is nonsense. I have taken many TVs right off the truck that had smashed screens and cracked chassis and had no box damage.
The associates were immediately dismissive and did not want to hear anything. I really could not belive this was happening in Best Buy
08-10-2018 09:30 PM
It's kind of difficult to check purchases and so forth in a store. However it's your word versus theirs and in the result may not be desirable.
Did you know that your local store has management email contact? Try sending the local store an email to share your experience and maybe they may contact you.
Best Buy staff can also help you here but you will have to wait for their responses. They may not respond overnight but they usually do respond in the morning, early afternoon and evening.
08-11-2018 07:14 AM
08-15-2018 05:34 PM
Still no response from anyone.....
I guess it is time for BBB and Consumer Affairs. So dissapointed in Best Buy. I have been shopping with them since they opened, but never had to return anything. My luck finally ran out.
7 hours ago
Good morning v366-
There are many ways that could cause a TV to be damaged in shipping, upon transporting home, and also installing, but there is never a time where this would be a situation we would take lightly. Our managers in the store do have the discretion to view all merchandise, and make the call if they’re final sale. It’s disappointing to hear their response was not what you were hoping.
With apologies, I’d be unable to offer any different outcome than what the store has already decided, but this isn’t to say you’re without options! We do have TV Repair options available which could help out! If your TV is too costly to fix, you could get a Best Buy in-store coupon for 10% off the purchase of a new TV.
Please call us over the phone at 800-433-5778 to discuss more options available about our repair services. Thanks for taking the time to register with the Best Buy forums, and please stop back if we can help out with anything else!
|JJ|Social Media Specialist | Best Buy® Corporate|
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