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Posts: 1
Registered: ‎06-06-2021

I was sold a broke open box TV and the store refuses to do anything but blame me.

Yesterday I started my day searching for a television. I went to the diberville location first because that's the store that is closest to me. They didn't have any of the televisions that I was hunting open box so I came to your location. After looking and speaking to the associates, I decided to go with an Open Box Samsung Q90T. They brought the tv out in bubble wrap and loaded it into my vehicle. I did not immediately unwrap the TV when I got home, I had to wait on my dad to come over to help me mount it. When I unwrapped it Saturday evening, My mom and wife both noticed the crack. I plugged it up to check it prior to attempting to mount it and noticed that it was indeed cracked. I immediately attempted to call you all (7:41p.m) and found out that I couldn't call directly but the customer service rep told me that there was no issue in returning it. I then asked her if I needed to take it back to the same location would any work, she told me that any location would work. I was at the diberville location this morning before church and they denied the return. He continued to say that further escalation would have to be done at gulfport when I began to question it. I could tell by what he was saying that I was being blamed for the television so I called customer service again (10:20 a.m) and was told that it should be fixed because I got the protection plan. I was ok with that being an option at the time because I just wanted a tv that worked. After church I went over to your location and asked to speak to a manager and got James, he also assisted me at some point with the sell yesterday. I told him my issue and I told him what happened in diberville and he told me "this is why I suggested the delivery" again immediately placing blame on me. I asked him if anyone checked this tv before selling it to me and he said no. I told him that I had never once seen the television working prior to leaving the store and asked how long had that television been sitting in the back and he couldn't give me an answer. I was told that further complaints would have to be routed through corporate and asked for the number and was given 1-888-Bestbuy. I went out into the parking lot to call (2:12 p.m) and quickly found out that it was just like calling the store and getting normal customer service. I was told by them that this is an issue that has to be handled in store and that there was nothing they could do for me. I then went back in, spoke with another manager on duty because James went to lunch and was handed blame again and told there was nothing that could be done. I then asked to speak with the store manager and was told that you were off and would be back on tuesday. I then asked for a way to contact you and was given his email. I called customer service again and was told the same thing as the 3rd time (2:27). I emailed him and he refused to do anything but sell me another open box TV at cost as if I’m every shopping at that location ever again. Every television in my house was purchased at best buy, either directly by me or by my previous roommate. My macbook, my wife's macbook, several cameras and almost all of my electronics have come from best buy. I've never had a bad experience with best buy until this point. This is a lot to have to fork out for an extremely large paper weight. I've purchased several open box TV's and other products from you all and have never had an issue. Never had a customer service issue with you all and have always been pleased with the company. However this situation left a very bad taste in my mouth.
Posts: 1,685
Topics: 89
Kudos: 273
Solutions: 80
Registered: ‎11-23-2018

Re: I was sold a broke open box TV and the store refuses to do anything but blame me.

Hello, Kemon08, and welcome to our online community!


Thank you for posting on our forum for support. Purchasing a TV is a big deal, and I hate to hear about the damage you noticed to your TV after opening it. It's great to hear you've been a loyal Best Buy customer when it comes to past purchases, and we'd expect you to receive the best support in-store and over the phone with this situation. I'd like the chance to look into this and see what I can to do help now.

To start, please send me a private message including your full name, email, phone number, and customer service PIN on the bottom of your receipt. 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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