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New Member
Posts: 2
Registered: ‎04-05-2019

Broken TV Out of Box

[ Edited ]

My name is Erika {removed per forum guidelines} and I purchased a $850 tv from Best Buy on March 15 and picked it up on March 16th. I took it out of the box April 1 and the screen was cracked. The tv was not mounted, was not hooked up or used. The remote and power cord is still sealed in plastic and the wrapping is still tapped or stuck around the television as it comes. When I went to the Brandon, FL store to exchange it because of the crack, the MOD Nick (I believe that’s his name) informed me that because the television had dust on the back and there wasn’t any damage to the box,  he believed it was mounted and used and as a result he was not going to exchange it and that I was to inspect the television within three days of purchasing it. His subjectiveness is incorrect. We have shopped at Best Buy for years. I explained to him that I literally just took the tv out of the box yesterday, maybe dust got on the back of the tv when it was orgianally packed, who knows. He then stated that I damaged it while moving it, but again, there was no damage to the box so How could I damage the tv but not the box? He insisted that I was to inspect the tv within three days of picking it up. I don’t recall receiving this information when I ordered the television online, nor was it mentioned in the confirmation email I received and I certainly did not have the expectation that two weeks after purchasing the tv, I would open the box and find it cracked. The television was never plugged in, we didn’t even remove the plastic from the television. If we never used the television and opened the box just the day before, two weeks after purchasing why is it that we cannot get a tv that is not cracked? $850 is a lot of money to spend for a product that came broken that I purchased from Best Buy and there to be no resolution whatsoever. Is there anything that can be done? I emailed the regional manager Jay {removed per forum guidelines} and received no response. It seems that this is a racurring them with Best Buy as I read the comments in this forum.


Erika {removed per forum guidelines}

Order: {removed per forum guidelines}



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Registered: ‎11-29-2016

Re: Broken TV Out of Box

Good afternoon, Erika,


Welcome to our forums, and thank you for sharing your experience with us.  Getting a new TV should be an exciting experience, so it’s disappointing to hear you’ve recently discovered your TV is cracked. 


As outlined in our Return & Exchange Promise, items that are damaged would be considered nonreturnable items, and we’ll be unable to offer you a replacement of this TV.  I realize this may not have been the answer you were hoping for, and I apologize for any further disappointment this news may bring. 



SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎04-05-2019

Re: Broken TV Out of Box

Unused items that come out of the box damaged should be able to be exchanged. Shame on Best Buy