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Posts: 1
Registered: ‎01-13-2021

Received broken item

I purchased an 86 inch tv open box at a new jersey location late last year. After numerous shipping delays the TV finally arrived and I was looking forward to watching the playoffs. When I plugged the device in the home delivery driver said that the screen was broken. After we asked if we could reject delivery which he said no to. I then called customer service who said to bring the device back to the store and have it replaced. We lugged the TV into our van and drove it to the store the same day to complete the exchange. When we got to the store they said they could only refund us and recommended I contact customer service. After a few hours on the phone with customer service they said to contact a location near me with the same TV open box for an exchange. I have been on hold for 2 hours and don't know what to do with the TV I received broken. Any help would be appreciated as I do not want to carry the TV again. Everyone has been very helpful but I spent all night last night running around with a 120 lb tv and accomplished nothing. Please help!
Trusted Contributor
Posts: 2,800
Registered: ‎02-07-2011

Re: Received broken item

Was best buy the delivery service? If yes they will pick it back up. It would be a return as open box items are all unique skus.
Posts: 6,667
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Registered: ‎08-21-2017

Re: Received broken item

Welcome, Jeremy198,


Thank you for taking the time to reach out to us here at our community forums. Getting a new TV should be an exciting event, so I can imagine your surprise for this to see damage when getting this installed. I would be happy to help explore what options may be available to help.


Can you please clarify how you received this TV? As nckhammond mentioned, if Best Buy delivered this TV you could schedule a return or exchange appointment so you wouldn't have to transport this TV. Generally, open-box products are unique so it would not be possible to exchange this TV for the exact model. You could apply the balance from this purchase towards a different TV or have a refund processed. You can learn more in our Return & Exchange Promise.


I hope I was able to clarify this process for you. Please don't hesitate to let me know if you have more questions I can help with!

AndrewB|Social Media Specialist | Best Buy® Corporate
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