Best Buy Store Purchase

[Austin1016]

My friend and I purchased a tv that was open box. The listing for the tv said it included the tv, the remote, and the stand. Well apparently to list that you can’t connect the stand to the tv because they don’t include the screws would’ve been too much to do. When realizing this I called the store and was told they don’t have any screws that they could pull from for that tv so they could either offer me a $40 discount or we could bring back the tv and exchange it. Well obviously if you can’t get the tv to stand up it’s not much use so drove 25 minutes again each way to take back the tv. This girl had put me on hold for 5 minutes. Maybe in that time she could’ve taken the time to look that they had no comparable tv’s in the store. So then I get there and I’m originally told that they won’t be switching out the tv and that id be paying the difference for any tv. I speak to the manager and he said no that’s not the case they’ll make a reasonable adjustment if need be. Well again, there are zero tv’s in the store that are comparable to what I bought so his best suggestion was to spend $200 more. There was a nice associate the manager had help me and he looked up the screws that go into that tv and printed out what I’d need and he said if I went to Home Depot they’d have them.
I was willing to do this option but at this point I was in the store for close to an hour and the only compensation they’d give me after mislabeling what was included in the box, after giving me bad info over the phone, changing that info once I got to the store, and now giving me errands to run to get the tv in a working condition I was only offered the exact same $40 discount that I would’ve had if i just took her original offer over the phone.
I get mistakes happen by the screws not being in the box but your customer service level in the store is terrible. There’s literally no reason to shop at Best Buy vs just buying stuff online anymore

[Deysha-BBY Social Media Specialist]

Hello, Austin1016,

Welcome to the forums and thank you for reaching out to us! I appreciate you reaching out to us regarding your experience during your return visit. I understand where you’re coming from.

I am happy to see the store took care of this for you, although it didn’t meet your expectations. I am more than happy to document this experience for you at a corporate level for internal review. This will allow the training opportunities that may be available to be properly addressed. If you’d like me to, please send me your full name, phone number, and e-mail address connected to your BestBuy.com account. I look forward to hearing from you.

Kind regards,