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Posts: 1
Registered: ‎08-06-2019


Hey my wife recently was in contact with someone from bestbuy regarding an issue we were having with an open box item. We voiced our opinion on twitter and received a response. They were going to look into the matter further but needed “me” the original purchaser to contact them ragarding the issue. The person we communicated with was named Elle. I have copied a transcript of our concern below. Thanks

I appreciate your concern and quick response. I recently purchased an Open Box VIzio 65” tv from the Fairfield CA location. The customer service and attentive response from the staff there was excellent. My issue or problem was not with the staff but the system of how things are handled. I was told that the tv would be delivered in a week and not placed in a any kind of box for protection. And that it would ultimately be delivered by a third party delivery company and they could not guarantee that the tv would be safe or protected and there would be a better chance of damage. A week goes by and then was sent an email telling me to reschedule with no explanation. I did not even receive a call. Then when I call the Store I was told that there was issue with the bar code or something and they had to refund the order. So when the the delivery truck came to pick up they could not take it because it did not match there’s. So after finally being on hold for a while and multiple times having to call back I was finally able to find out that my tv was going to be delivered a week later without even an offer to maybe expedite the deliver because of all the mix up. I just wish that the process for buying an open box item would be treated as if I were buying a new item (delivery,handling). Also when there is a mix up at least offer some kind of better solution then to just have to ship it a week later again. I just as a customer purchasing an item from Best Buy feel as if my new item has the possibility of not arriving to me safely or on time. That’s just really it. Thanks for listening!
Posts: 1,020
Topics: 75
Kudos: 192
Solutions: 50
Registered: ‎10-19-2017


Hi there, DavioR18,


Welcome to our Best Buy forum community!


Getting a new TV is a big deal, so we appreciate that you decided to place your order with us! However, the experience you have described does not match the stress-free delivery we intended. We understand that you're anxious to start using that new TV, and waiting another week for the delivery is less than ideal, so I'm glad you took the time to reach out through our forum.


For me to get started on looking at our options, can you please use the "Private Message" option in my signature below to share your full name, phone number, and email?


Best Wishes,

Elle|Social Media Specialist | Best Buy® Corporate
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