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Registered: ‎03-16-2019
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My Samsung 65 TV broken in box as well



To whom this may concern

My name is David and I purchased a 75 inch lg TV yesterday (11/12/18) at the bestbuy in Dorchester MA, I also purchased a sanus mount along with the 4K hdmi cord. I unboxed the tv as soon as I got home to mount it onto my living room wall. Once I took the tv out of the box I noticed that there was a crack on the bottom left hand side of TV. Immediately I called the Best Buy I bought it from and asked them if I could come in and exchange it since it was only a couple of hours since I bought the TV, they responded “of course” since it was under the return policies stated on the website.

So I’m at the Best Buy at South Bay in Dorchester MA, and the general manager is stating he can not exchange my tv for the same tv I just bought, also stating that I did the damage to the tv. Which is absurd, Because I literally pulled the foil off of the TV and noticed it had the damage. He proceeded to tell me I couldn’t return the TV and asked if I wanted to purchase another TV with an employee discount. I kindly denied and just said i just wanted an exchange for the TV I just bought a couple of hours ago. He kept reiterating that I did the damage and that I can’t return the TV. At this point I’m infeuriated and ask for a number I can call someone to talk to about this.

After about an hour on the phone, and after I build a case(case number {removed per forum guidelines} all the lady tells me to do is to go to another store and basically beg every manager at every store near by until I get a return. So with no help from anyone I’m here stuck with a credit card I opened there (that’s another story) and $1000 out of my pocket. I literally feel as if I have been robbed by a billionaire dollar company. I’m now writing this with tears rolling down because I’ve saved for sometime now to purchase this TV and now I’m here stuck feeling this way. I feel as if this is my last chance.

Someone please help
Thank you
David G


The EXACT same thing happened to me!!!

Let me start by saying that I have been a loyal best buy customer for several years, I actually have a credit account with them. I buy everything from TVS to iPhone chargers to portable AC units there.
10 days ago I bought a 65 inch samsung 4k tv from about 800 bucks and everything seemed fine. I loaded it into the back of my Jeep Grand Cherokee, take into my apartment and start putting everything together (legs and what not). I don't notice anything until I turn the tv on and when I do, there is a huge distortion and scratch on the bottom left side of the tv. Also the tv is flashing on and off. There is no way I caused any of this!
The next day, I put it back in the box and take it back thinking they will replace the tv. I was wrong. The actual manager tells me I did it and they can't do anything with it. I almost started hyperventilating. I please with him over and over that I did not cause any of the damage to the tv when putting it together. He was very cold and said there is nothing he could do pretty much just telling me that I should see if someone can fix it but they can't do anything. The manager actually walked away from me (unfortunately I didn't get his name). He didn't care nor was he helpful in the least bit. I still have the tv trying to see if there is any solution but nothing seems to give.
I was a best buy lifer. Now, because of my experience at the Best Buy in west Hollywood, I am really dissapointed and would like someone to help me!









Posts: 877
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Registered: ‎10-19-2017

Re: My Samsung 65 TV broken in box as well

Hi there, sufiankassam,


Getting a new TV is so exciting but having it damaged and flickering certainly isn’t. I can understand the concerns with not being able to exchange your TV.


Damaged items do fall outside of our Return & Exchange Promise. In these types of instances, I recommend pairing directly with the manufacturer to see if they can be of any additional support. You may be able to find their contact information here

Faith|Social Media Supervisor | Best Buy® Corporate
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