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New Member
Posts: 4
Registered: ‎04-09-2019

Buyer Beware when listening to Best Buy employees...

I have a repetitive issue with Best Buy Home Theater employees giving me incorrect information leading me to get products without the features that I want. I am willing to pay for these features, but the employees are simply not knowledgeable enough to guide me to the correct product, or are working to guide me towards certain products for the sake of their own commissions. Whatever the case may be, my interactions with them are leaving me with inferior products that do not do what I need them to.
 
The most recent example of this, which I learned today, was my purchase a while ago of an LG 60" 4K UHD TV. At the time of my purchase I specifically asked a Best Buy employee to confirm that this TV supported HDR10, a feature which I very much wanted when I got future HDR-compliant devices. Fast forward to today, when I hooked up an HDR10 compliant Xbox One X to it, only to find that this TV does not support HDR10.
 
This comes after several years ago, when I asked a Best Buy employee about a Panasonic 55" Plasma TV, and specifically mentioned my concern about burn in and told them I planned to hook a computer up to it. I was told burn in was an issue for the past. Imagine my surprise when I used the computer with the plasma, which led to burn in and a useless TV. 
 
I filed a complaint at the time for the burn in issue, but no follow-up ever happened, and I decided to simply take my loss as a one-time action of an employee not knowing what they were talking about. And yet now, here we are again. I have yet another device promoted to me by a Best Buy employee that does not do what I want it to, when I would have been perfectly willing to pay for whatever I needed to to get the desired features.
 
I simply cannot take any more of this. I have taken this lying down for a while, and I need to work with Best Buy to come to some sort of resolution or recourse on this issue. Obviously the purchase is three years old at this point, so I have no idea if the employee in question even works for Best Buy anymore, and I understand the complexity of dealing with a purchase outside of the return window, but I cannot take this anymore. I see plenty of HDR10 compliant TVs I could purchase on Best Buy's site, but I simply refuse to give Best Buy any more of my money until I hear some sort of resolution to this issue. I will find another place that has a more knowledgeable staff that can actually direct me to the items that I need and make my purchases there if I need to. If I need to I will file a BBB complaint to expedite the issue.
 
Posts: 2,971
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Registered: ‎11-29-2016

Re: Buyer Beware when listening to Best Buy employees...

Good morning, slapshots1515,

 

Welcome to our forums, and thank you for sharing your experience with us.  Discovering your TV is not fitting your needs can certainly be a disappointing experience, and I regret to hear this is the case with the LG TV you’ve purchased with us.

 

As it sounds like you’re aware, our Return & Exchange Promise offers our customers the ability to return most products within 15 days of purchase, with 30 and 45 days offered to My Best Buy™ Elite and Elite Plus customers respectively.  Using the information you’ve provided upon joining our forums, believe I was able to locate the TV purchase in question, and it appears this TV was purchased in 2015.  Because we are outside of the return/exchange period for this TV, we’ll be unable to offer you a return or exchange of this TV at this time.  I apologize for any further disappointment this news may bring.

 

Respectfully,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎04-09-2019

Re: Buyer Beware when listening to Best Buy employees...

So here's my problem with that, Sean. I get the return policy. At the time, HDR10 was a very new technology, and there was very little that supported it-I wanted to make sure of the inclusion of the feature for future use. There would be basically no way for me to ascertain that within the return period at the time. As such, I relied on the word of a Best Buy employee, who apparently told me incorrect information. And again, this is the second time this has happened to me.

 

I'm not asking for a direct exchange or return of a three year old TV. That would be somewhat unreasonable. But I would like to discuss possible recourse for this issue, being the second time that it has happened, as well as possible mitigation for the future. I expect Best Buy to stand behind the word of their employees as they are directly responsible for the training, knowledge, and protocols that those employees follow. If the employees are not capable of either answering such questions or admitting they don't know the answer, that falls on Best Buy. Simply saying "it's outside the return period, sucks to be you" is frankly unacceptable given that. If that's the sort of experience I can expect, and given history it appears to be, then I will be taking my business elsewhere, and will encourage others to do the same.

Posts: 2,971
Topics: 23
Kudos: 295
Solutions: 172
Registered: ‎11-29-2016

Re: Buyer Beware when listening to Best Buy employees...

Welcome back, slapshots1515,

 

I understand your disappointment with this experience, however, there is no recourse we’ll be able to offer you.  While we strive to make sure our associates are well trained on all products we carry, we’ll be unable to assure you that any purchases you make today will no longer fit your needs 3 years after they’ve been purchased. 

 

It sounds like this experience has led you to question your future with Best Buy, however, I do hope you’ll consider shopping with us again for your future technology needs.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎04-09-2019

Re: Buyer Beware when listening to Best Buy employees...

I’m not asking you to assure that a product will fit my needs three years after purchase, Sean. That’s a decision I am capable of making on my own and being responsible for if given correct information. Had I been given the correct information in the first place here, I would have not bought this TV and paid more for one that had the feature I wanted. In fact, Best Buy would have made more money off of me. However, I can’t make those decisions accurately if I am given incorrect information. All the associate had to say was “I don’t know the answer to that question” and I would have investigated further to find the item I needed. If I can’t rely on this level of honesty and integrity from Best Buy, I will find a place that I can rely on that at.
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Emerging Expert
Posts: 5,794
Registered: ‎02-25-2013

Re: Buyer Beware when listening to Best Buy employees...

Thats why I always fully research a product on a manufacturers web site and often download user manuals before a big purchase. 

Please leave Kudo’s if you like a post or click Accept as Solution if a post answers your query. I am not an employee of Best Buy and all opinions left on this forum are my own.
New Member
Posts: 4
Registered: ‎04-09-2019

Re: Buyer Beware when listening to Best Buy employees...

That's all well and good. And you know what, had the employee simply told me "I don't know", that's probably what I would have done. But it seemed to make sense to ask the person who should be knowledgeable who happened to be standing in front of me at the time. I don't think it's unreasonable to expect an employee masquerading as an expert to either give a straight answer to a specific question or simply say "I don't know."