06-04-2021 02:09 AM
We bought an open box TV in our local store yesterday. They told us there are only some scratches in the plastic shell and there is no damage in the screen. We're ok with the scratch, so we brought it home. But when we got home, plugged it and found the screen is damaged with lines from the top. We took photos, immediately packed it and brought it back to the store today. When we arrived the store, we told the sales manager the TV was damaged. They didn't ask us anything, they just checked the TV and told us the damage was made by us during the transportation, as a result, the TV is not returnable. They claimed that those open-box items were well tested before they are sold but they were not able to provide any test report or evidence. We are really unsatisficed with this words! We asked them again and again if the TV was in good condition on the screen. I am completley sure and confident that I did not mishandle the product or did anything to damage it. However, he refused to accept the return or provide an exchange. The product was sold to me as a deffective item and the store will not accept responsiblity for this. Please advise on how to escalate the situation. I have tried my best to resolve this with the sales manager but he was rude, kept speaking over and refused to accept any other scenario where it could have been damaged by store. Again, please advise on how to resolve this or how to escalate to someone else that oversees the store manager.
06-04-2021 09:09 AM
Good morning, mmBrian!
Thanks for joining our community here on the Best Buy Forums. Getting a new TV should be exciting, and I am sorry to hear that yours is not in the condition that you were expecting. I am happy to see what may be possible!
To start, please send a private message with your full name, phone number, and email address. You should be able to do this by clicking the blue button near my signature.