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Posts: 1
Registered: ‎07-02-2019

Need help with Open-Box issues

What kind of business is this, Best Buy? You will take my money ($686.87) for a faulty and damaged TV and tell me you will not replace it and I should find ways to fix it on my own? Are you serious? In America?

I purchased at my local Best Buy Store an open box LG-70UK6190 on 07/01/19 and had one of the supervisors and another salesperson to take it out of the box, as it couldn’t fit in my car.

Prior to the purchase, I asked to physically inspect the TV and the supervisor told me that there is no need for that as the TV was checked by their geek squad and is in “satisfactory condition and only documentations are missing in the box” which is even mentioned on the receipt. He also said I could always reach out to LG if there is an issue with the TV, as it was still under the 1-year Manufacturer warranty. Convinced of the Young man sweet talking to close the sales, I didn’t offer to have the TV turn-on to double check what he was saying. Either way, I left the store very happy and came back a few hours later very frustrated.  I was completely misled and they sold me a faulty item.

Upon setup, at home, I quickly realized that the TV screen panel was either damaged/defected/burned. I quickly run back to the store frustrated to have it replaced, and the manager on duty (a very arrogant man) categorically refused to issue a refund nor replace it because quote “the damage happened on my side and he can’t do anything and I should go find ways to fix it myself…”.Though, he offered me to contact the General manager, which I did all day long today, but with no success. He never returned my calls nor answer my email.

I am tremendously disappointed and frustrated that such a big corporate return policy even still on the website is this shady and so misleading. Here is what is on the Best Buy official website for the return policy: Return in store: You may return any item purchased on at any Best Buy store. For faster return processing, please bring your packing slip (if you received one), or your receipt, the credit card used to make your purchase, and a valid photo ID.” (

I have bought all kinds of things from Best Buy over the years from appliances, to TV's to computers, but I can't risk getting stuck with something I can't return. To be honest, I don't think I'll ever shop at Best Buy ever again! Please help fix this situation if you can so I can make this one last return!

Thank You!

Posts: 644
Topics: 40
Kudos: 85
Solutions: 25
Registered: ‎07-23-2018

Re: Need help with Open-Box issues

Hello, Jake321,


Thank you for taking the time to share your experience with us. I often purchase open-box merchandise, because it is a great way to get a better deal on the new tech I want. I’m sure you were excited to find this LG television at a discount, but learning the device had unexpected issues is certainly not ideal. We are always willing to work within the Terms of our Return & Exchange Promise, so we would like to learn more about what took place, and see if we have any options available to assist.


To proceed, we will need to gather some details about the purchase. Please send us a private message, which you can do by selecting the darker blue box next to my name below. We would need to verify your full name, email address, and telephone number. If the customer service pin from the sales receipt is available, be sure to include that as well.



Sarah|Social Media Specialist | Best Buy® Corporate
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