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Posts: 1
Registered: ‎05-06-2021

Horrible customer service

I am truly shocked how horrible my customer service experience was with a recent purchase.  A 32" TV I purchased at three months ago constantly has the picture freeze while the audio is fine.  I was told it was beyond the two week return window so I should contact the manufacturer.   I contacted Toshiba who said I could return the TV but Best Buy must handle the return, they connected me to a Best Buy number that after ten minutes disconnected me.  

I called Best Buy and after waiting for a call back spent 15 minutes with a representive that said I need to work with a different department, after ten minutes on hold and another 15 minutes of provding the same information she also said it needs to be handled by a different department.  I ended up with the Geek Squad which after I provided all the information and background again informed me they cannot handle the return and I need to take the TV to my nearest store.   My nearest store is 40 minutes away which is why I purchased the TV on the Best Buy website.   I find this process very unprofessional and have no desire to waste more time driving back and fourth to argue with their return counter if there is any issue with the TV or having them test and wait there until the issue occurs.

I am very surprized a large retailer would be so unorganized and treat a customer that expects a product to work properly after three months of use so poorly.  

Posts: 354
Topics: 10
Kudos: 72
Solutions: 5
Registered: ‎02-08-2019

Re: Horrible customer service

Hello, stucrystal!


Thank you for joining our community here on the Best Buy Forums. I have been watching TV more than I care to admit lately, so I can understand wanting to have your TV up and running as quickly as possible. I am happy to learn more about this!


To start, please send a private message with your full name, phone number, and email address, along with the purchase order number (if you have it). You should be able to do this by clicking the blue button near my signature. 



Jenni|Social Media Specialist | Best Buy® Corporate
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