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Posts: 1
Registered: ‎12-14-2019

My Return was not accepted

[ Edited ]

I just bought a second TV from Best Buy last night 12/13/19. Loaded the box in our car with care and brought it home to install . Just as we carefully set it up and connected to the wall we found out the screen was cracked. We returned the TV first thing in the morning today 12/14/19. We were told they will not take back a cracked TV. I told them you sold me a cracked TV and why not replace it with a TV that is not cracked. I talked to many of the managers and employees at the Best Buy on Potrero Hill and they refused to help us. I left the TV at the Best Buy and left. I am now left with $622 out of my pocket and no TV. I tried to call the manager, Derial {removed per forum guidelines}, on the phone just a few minutes ago and he refused to talk to me. I think this is the poorest customer service I have experienced in today’s world of customer service oriented environment. Can someone please help me or give me a clue how to process this unfair treatment. 


my member ID is {removed per forum guidelines}

Valued Contributor
Posts: 1,711
Registered: ‎02-07-2011

Re: My Return was not accepted

In general unless you paid to have it shipped or delivered they wont return a damaged tv as 99% its caused by improper transportation and or unpacking.
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Registered: ‎01-03-2013

Re: My Return was not accepted

Hello, Msafapay, 


Thank you for connecting with us regarding your TV purchasing experience. I apologize for the delay in our reply as we work through the holiday volume. It's always amazing to purchase a new TV. I know I'm always eager to get it home, set it up, and enjoy watching some favorite movies. I can understand how caught off guard you may have been to find the TV cracked though, and am glad to hear you visited the store right away to bring this to their attention and see what options may be available. 


Under our Return & Exchange Promise, please know that damaged items are considered nonreturnable. As this TV was not delivered by us, it would be difficult for us to determine when or how this TV damage was caused. I know this is far from the experience you were hoping for, but this does not mean you are out of options. Typically, Geek Squad should still be able to repair the TV at your cost, or you may contact the manufacturer regarding repair options. I apologize if these options weren't discussed during your visit to the San Francisco, CA store, or when you attempted to contact our manager, Derial. 

I understand you left the TV at the store though, so it is currently not in your possession. Please keep an eye on your inbox in the top right corner of the page for my private message as I would like to further discuss this with you. 



Tasha|Social Media Specialist | Best Buy® Corporate
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