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Posts: 6
Registered: ‎03-14-2019

Defective LG tv & very poor customer service-Rockford, IL

My significant other recently bought an LG tv from Best Buy in Rockford, IL on Sunday March 10, 2019. Her & her son took it home that night, set it up and she watched it for a while. Next day she came home from work and turned tv on but it wouldn't work. Called Rockford Best Buy and they told her she had 14 days to exchange it. She took it back to the store and the customer service representative told her that the screen was punctured and it was not replaceable. My significant other asked to speak to the manager. Didn't quite sound reasonable that the tv worked the night before and was now broken. He was very rude, cowardly, unprofessional and crossed the client privilege line. He also threatened to have her thrown out of the store. Really? For a defective $250 LG tv?

This is how Best Buy in Rockford, IL treats their customers and associated veterans!! Very shameful!!

I hope someone at Corporate Best Buy reads this and will take appropriate action to rectify this injustice. I've been a longtime customer and will no longer invest in such disrespectful customer practices. I will also be following up with the BBB and social media channels to create awareness and hopefully prevent another hard working citizen from enduring this very tragic experience!
Posts: 1,501
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Registered: ‎10-19-2017

Re: Defective LG tv & very poor customer service-Rockford, IL

Hey, Signorxtm66,

 

Welcome to the forums and thanks for the post! A new TV is usually a pretty exciting purchase, though I'm very sorry to hear about the disappointment your significant other encountered with their purchase. 

 

I can say that items with physical damage are ineligible to be returned under our Returns Promise. That said, we could always deep a bit deeper into this. Per our Privacy Policy, however, we would need to work with the purchaser and I would invite them to get in contact with us themselves so that we can access the purchase and take a look. 

 

Best,

 

  

Luke|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎03-14-2019

Re: Defective LG tv & very poor customer service-Rockford, IL

I will discuss further with her and we will gather the information to provide to you. Then we can agree upon a forum to discuss further. But I will not work with that store again. That manager needs extensive coursework in customer relations. I've worked in retail positions in prior years and repeat customers are far more valuable than a defective tv $250 tv. I've researched online and found many other similar complaints with LG tvs. I'm expecting Best Buy to standby good customers and earn future business not take it for granted. Do you have contact information that we can provide the requested information?
Posts: 1,501
Topics: 4
Kudos: 172
Solutions: 83
Registered: ‎10-19-2017

Re: Defective LG tv & very poor customer service-Rockford, IL

Hey, Signorxtm66,

 

If the purchaser would like to reach out right here on the forum, that works. They're welcome to either create a new post or simply send a private message to a moderator. 

 

Regards,

 

 

Luke|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎03-14-2019

Re: Defective LG tv & very poor customer service-Rockford, IL

Is this a private message board? If not, how do we send a private message as you have suggested above?
Posts: 1,501
Topics: 4
Kudos: 172
Solutions: 83
Registered: ‎10-19-2017

Re: Defective LG tv & very poor customer service-Rockford, IL

Hey, Signorxtm66,

 

To send a private message, they would want to visit a user's page, such as mine, and select "Send this user a private message" under the contact options. Alternatively, there should be a button in my signature below if they're on the desktop version of the page. 

 

Best,

 

 

Luke|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎03-14-2019

Re: Defective LG tv & very poor customer service-Rockford, IL

Sent you a private message on 3/17/19.
Posts: 206
Topics: 7
Kudos: 35
Solutions: 12
Registered: ‎11-23-2018

Re: Defective LG tv & very poor customer service-Rockford, IL

Signorxtm66,

 

Thanks for the followup! I received your message to our support team's shared inbox and have sent a response. Please check your inbox for my message, which can be accessed through the orange envelope in the upper right hand corner of your screen.

 

Best,

Allison|Social Media Specialist | Best Buy® Corporate
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Posts: 6
Registered: ‎03-14-2019

Re: Defective LG tv & very poor customer service-Rockford, IL

As expected, Best Buy continues to sell defective products that they won't cover under replacement- even 3 days after purchase!!
They should consider changing the name.... maybe "Worst Buy"!! Poor products, poor customer service and poor management decisions!!! Google Best Buy Defects and you'll find a slew of complaints.

CAVEAT EMPTOR!!!