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New Member
Posts: 1
Registered: ‎03-15-2021

formal complaint

Hello me and my wife have been bestbuy customers for many years and never had a issue with any products we have bought in the past. Unfortunately that all came to a end this weekend. On 3-11-2021 we bought a Lg nano cell 65 inch Tv took it home and installed it and everthing was great. On 3-12-2021 turned the tv on and lines were in the screen running vertical and horizontal then few seconds later the screen went black. On 3-13-2021 we loaded the tv up and took it to bestbuy to return and that is were the problem came. When i got to the store the manger said they would have to check the tv out to see what the issue was before they could do the return after a few minunte went buy he came back and said he could not retun the Tv because somthing had hit the tv causing the problem. I was shocked to say the lest. There was no way anything had hit the tv it was working fine we left for dinner and when we came back and turned the tv on that is when the lines apappeared. So now i am out of 1200.00 dollars and had to buy another tv. Bestbuy does not stand behind there products and they make false assumptions on what happened to the tv. The reason that people like us shops at bestbuy is because of customer care and a better product line. I wished that i would have went to walmart or sams to buy our tv and they would have tooking the tv back whth no questions asked. Bottom Line is i will never spend another dollar at bestbuy and they really need to look at they way they do business and customer relation. 

Best Buy Employee
Posts: 2,532
Registered: ‎01-09-2015

Re: formal complaint

As you are aware, damaged TVs do not qualify for returns. This is, to my knowledge, identical to most retailers. For instance, Wal-Mart has an identical policy “However, if you damage the TV yourself, you cannot return it, even if you purchased a Walmart protection plan. Walmart’s return policy does not cover damage done by the customer, and the protection plan for TVs does not cover accidental or intentional damage”

Cracked televisions are able to be diagnosed visually, I would not consider pointing out physical impact marks an assumption. It is also worth pointing out that if the damage seen by the employee was an accidental damage issue, it should have been present on 3-11-21 if the unit had been packed by LG that way.

Hope this helps clarify the situation.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Posts: 5,091
Topics: 55
Kudos: 403
Solutions: 314
Registered: ‎11-29-2016

Re: formal complaint

Good afternoon, Clawson_1,


Welcome to our forums, albeit under such unfortunate circumstances.  It’s disappointing to hear your TV purchasing experience has not ended on such a positive note as we would typically expect. 


As jdogg836 has mentioned, our Return & Exchange Promise would not offer the ability to return a TV, once it has been determined to suffer from impact damage.  If you have any other questions regarding the terms of our Return & Exchange Promise, you’ll find more information here.  As your local Best Buy store is our eyes and ears in situations like these, we’ll be supporting their decision after they inspected your TV further, and will be unable to offer you a return at this time.  I regret any further disappointment this news may bring.



SeanM|Social Media Specialist | Best Buy® Corporate
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