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Posts: 2
Registered: ‎10-07-2020

Dissatisfied and Upset Customer

[ Edited ]

This email is being sent based on the experience I received from one of your Best Buys stores. Store #117 Cerritos CA. I purchased an open box TV 85 inches online and picked it up from the Cerritos store on 10/3/20. I drove 52 miles there and 52 miles back home to discover the TV was only 75 inches. I then called the store and was on hold for more than 45 minutes before a representative picked up the line. I explained what TV I received in the box and explained this was not the TV I purchased and paid for. The manager I spoke with advised I would need to bring the TV back to the store I picked it up from to replace the order. She then explained that I had 2 choices 1.pick up the TV up from the warehouse or 2. have it shipped to my mailing address. I then drove another 52 miles back to the store the same day on 10/3/20, attempting to make it before the store closed at 8:00pm. I arrived at 7:55pm on 10/3/20 and returned the TV. As the TV was being reviewed by customer service, I expressed my concern for why the wrong TV was placed in the box for pickup, and why the TV was not evaluated before being packaged for pickup. I was advised that a new TV would be issued and delivered on 10/6/20 between the hours of 12:00pm and 6:00pm. I placed a follow up call to store #117 on 10/6/20 around 4:00pm because I had not received a confirmation email for delivery. The representative advised that the order was canceled and was being investigated by management and I would need to return to the store and speak directly to a manager and no information could be given to me over the phone. I have confirmation of both orders 1. for the original order and 2. for the replacement order. The 2nd order is on 4 gift cards, which was canceled without notification and not refunded to my Best Buy Card. I have been a valuable customer and have placed numerous orders since receiving my best buy card. I have never felt such a dissatisfaction for any service received until now. I was told a manager would return my call on 10/6/20 and did not receive as advised. I called and spoke with a corporate best buy customer service rep and opened a ticket for research. I have attached both receipts for my original online purchase and the receipt for the new order which was added to a total of 4 gift cards. As a customer I felt victimized by an in store theft and now I am being penalized as customer for just trying to purchase a TV. No one can seem to help me with this and I now have to drive back to store 117 and speak directly to the manager without any resolution. This has been a very stressful and an inconvenience to me as a customer. With my returning back to this store tomorrow I will need to leave work early unpaid and will have traveled over 300 miles for a TV I have not received yet. Below is the case# opened for research:

Case# {removed per forum guidelines} spoke with Kisan.

Posts: 2
Registered: ‎10-07-2020

Re: Dissatisfied and Upset Customer

Posts: 1,810
Topics: 91
Kudos: 291
Solutions: 95
Registered: ‎11-23-2018

Re: Dissatisfied and Upset Customer

Hello, seanc3, and welcome to our online community!


Thanks for posting on our forum for support with your recent purchase. I can imagine your surprise to find that your TV was the incorrect size, and I hate to hear about the troubles you faced in returning this and getting the correct device. I would expect this process to be smooth for you, considering the inconveniences you've already faced. Although this has not been the case so far, I'd like the chance to assist as best as I can in this situation now.


Please send me a private message including your full name, email, phone number, and order number. You can find the blue option to message me to the right of my name below.


All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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