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Posts: 1
Registered: ‎07-06-2018

Customer Service Complaint-Colonial Heights, VA Store #788

I had a bad experience with a television purchase on July 4, 2018 at the Colonial Heights, VA location-store 788.  I purchased an open-box Samsung TV for my parents.  There were several open-box specials available for purchase.  The sales team stated that all the TV's were in excellent working order...certified by their quality control technicians.  I made a purchase and the team assisted with loading.  My parents live 2 miles from the store.  I left and went directly to their home to install the TV.  The TV looked great-out of the box.  When I plugged it in...the picture/screen had significant damage. 


I re-packed the the TV, returned to the store (I had returned within 45 minutes of making the purchase).  The associates at the store examined the TV.  The store manager-Mario L. informed me that he could not issue a refund or give store credit.  To make things worse...the TV that was sold to me had a different serial number than what was on the box...the model was the same...but not the TV that came in that particular box. 


At that point, I had a dose of frustration that I rarely experience...I am into my 25th year as a public safety-front line supervisor.  I deal with difficult situations involving a wide-range of just about anything.  My perception is that I had been set up by this store.


I retrieved the TV and contacted the Returns/Exchanges department through the 800 phone number.  The gentleman on the other end was exceptionally helpful and arranged for me to return the TV. 


I am grateful for the assistance provided by "James" through the 800 customer service route.


Attention moderator(s), I have additional information I'd like to share in private.  Please reply with a link to communicate in a more private setting reference this issue and store #788.

Posts: 1,302
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Registered: ‎10-19-2017

Re: Customer Service Complaint-Colonial Heights, VA Store #788

Hi there Doug224,


Thank you for taking the time to reach out to us on the Best Buy forum to share your recent open-box TV purchase experience. I can only imagine how frustrating it would be to buy a gift for someone and have it go horribly wrong.


Generally speaking, open-box products should be thoroughly inspected before being assigned a condition and placed on the sales floor. Please see the link here for more information about shopping open-box at Best Buy. It is definitely outside the norm if a TV passes inspections with the issues you describe. With that being said, it’s great to hear that you’ve now been taken care of in that you were able to return the TV to your local store with the help of James in customer service at the 1-800-BESTBUY (1-888-237-8289) phone number.


As you said you would like to share additional detail, please feel free to send a private message by selecting that option in my signature. To ensure that I can fully document your concerns, please include in the message your full name, phone number, email address, and customer service PIN from your purchase receipt. I look forward to speaking with you further.


Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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