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Posts: 1
Registered: ‎12-18-2019

Need Help -WRONG ITEM RECEIVED IN STORE

[ Edited ]

So I went to the best buy in Amarillo, Tx with General Manager Andrea {removed per forum guidelines}. We bought an insignia tv 55 inch tv at the store. We come home and to our surprise it is an LG tv with no remote or the small tv stand that comes with it.So we have a wrong tv brand , no remote , or the mini stands that usually go beneath a tv. So we are like ok we will get the correct tv. We will get a replacement. So we go back to best buy to return the item not only do they not give us a refund or allow us to get the item we actually paid for. They kept the item that we stated was incorrect in the store and would not give it back to us and stated they would investigate it. We asked for the supervisor and the supervisor did not give us a time frame on when it would be resolved but still kept the incorrect tv. They stated they had to check the inventory and review the cameras to see how the tv got switched. We let them know maybe someone bought the tv switched the tv and we noticed as we were waiting that when they take back tv's they do not look in the boxes to verify it is the correct tv. They just refund the money. They had the people guarding the incorrect tv that they are stating we cannot get a refund for. So we essentially walked out of best buy without any item not even the incorrect one . We paid exactly 358.21 for the tv. So basically we paid for nothing which began as fraud in the first place for selling us the incorrect tv because best buy was not being thorough and then not resolving it again. Is a severe misstep and I need this resolved. 

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Posts: 474
Registered: ‎09-03-2018

Re: Need Help -WRONG ITEM RECEIVED IN STORE

I’m commenting here so I can see the end result.

The staff on this forum can be pretty backed up this time of year but they will get to you.
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Registered: ‎12-23-2016

Re: Need Help -WRONG ITEM RECEIVED IN STORE

Hello, SirXpress,

 

Welcome to the Best Buy Community forums. I know that receiving the wrong item is always a bad experience. I'm sorry that happened to you, and that the store wasn't able to resolve it on the spot.

 

I see that you sent in a private message about this. I'll shortly be replying to that message so we can go over the details and try to find a resolution.

 

Sincerely,

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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