02-10-2019 04:16 PM
02-10-2019 04:37 PM - last edited on 02-11-2019 01:02 PM by Bill-BBY
Welcome to the Best Buy Community forums. Thank you for reaching out to us about this.
I apologize for the incorrect information you were given by our phone support teams. Under our Return & Exchange Promise, damaged items are not returnable, and a cracked television would qualify as a damaged item. Because of that, we would not accept a return on that television.
That said, I’d like to document this so that we can make sure to use your feedback to make sure we are giving accurate information over the phone. If you could please reach out to me through a private message, by using the link in my signature, I’d appreciate it.
Please include your name, email address, phone number, and the customer service PIN from the bottom of your receipt in that message.