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Posts: 1
Registered: ‎07-29-2020

Horrible Customer Service

On Monday evening, my husband and I purchased an open box 75" television from a Best Buy. We picked it up on Tuesday evening along with a panel to mount to our wall. We had to ask a friend to meet us at Best Buy to pick up the tv with his truck due to the large size. We got it home, installed the wall mount and opened the box with the tv inside. We were astonished to find that the top/middle of the screen was badly damaged. No indications from the box that there was any damage. My husband called customer service to see if we could return it to a closer store to our home since we again would need to get a friend to load it up in his truck and drive it over. Customer service assured us we could return it to any store. We arrived at the Best Buy at Southlands mall in Aurora, Colorado sometime around 5pm. The clerk that began helping me was incredibly professional and upset for us about the damaged tv. She had to get her manager to help with the return. Preston, the store manager, told me that he could not accept the return at his store. I explained the situation to him and he told me I would have to go back to the store I purchased it from. Of course, the stores are all closing at 6pm so there was no way we could make it across town to the original store. He was incredibly rude and condescending. As we were RELOADING the tv onto my friends truck (for the third time in two days) he had the nerve to tell me that my attitude was why he wouldn't help me. Prior to "my attitude", I pleaded with him to work with the store to take the tv because it was very difficult to transport this huge tv. He refused and insinuated that I must have damaged the tv. I will once again ask my friend to help me return it tomorrrow. Based on this experience, I will NEVER purchase another item from Best Buy. I had every intention of replacing this damaged tv with a new one from Best Buy. That is clearly not happening. So disappointed in the complete disregard for customer service I experienced.

Posts: 5,682
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Registered: ‎08-21-2017

Re: Horrible Customer Service

Hello, glanier,


Welcome to our community forums. I appreciate you taking the time to let us know about your recent experience with this purchase. Buying a TV is a big deal and I can certainly understand your disappointment to discover that his was damaged.


Typically, any of our store locations can process a return or exchange and I'd like to take a closer look into why this was denied. I will need some more details so I can begun to review this for you. Can you please send me a private message that includes your:


Full name

Email address

Phone number

Customer service PIN ( located at bottom of receipt)


You can send me a private message by clicking the blue button at the bottom of this post. I'll keep an eye out for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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