03-31-2019 09:25 AM
Hello, I am following up with a phone call I made at 9:45 AM EST today (Sunday march 31) with "Charity" in the customer relations department. I purchased a Sony XBR800E TV yesterday at the Dublin, OH store, along with a wall mounting bracket and hidden wiring installation kit. After opening the television, it was found to be bent horizontally at the screen where it mates to the rear frame. After making three consecutive 10 minute calls (30 mintes in total), I finally spoke with "Taylor". She spoke with the TV Dept. who confirmed that the bend is not right and to return the TV. I am now making a 2nd trip to the same store. I spoke with numerous people at the store about this issue, including a Sony Representative (Jennifer). I asked for an upgrade discount for my troubles and was told no. I insisted on something...considering I had to make another trip from 30 miles away. I was offered a $25 Shell gas card which I reluctantly accepted. I was also given a replacement TV, and offered to have it opened to make sure it was okay. I declined that offer thinking there was no way another problem would be found...plus I just wanted to get home (my dog was in the car) and complete the installation process. However...upon opening the box for the second TV, I found the screen shattered and bulging. I am now livid...returned the TV and asked for an upgraded TV (there were no more in the store). I was basically told "NO. I was quickly reminded that I declined the offer to open the box before leaving the second time. Management basically put it back on me as if it was my fault for declining. WHAT!! Who says that to their customer? Instead of taking ownership and responsibility, it was turned on me. I was told by management that we are sorry for your experience and can order one (I am ready to mount it to the wall now). Now I am to be delayed...rather than just making it right then and there? Dispicable customer service! I was also reminded that I got a $25 Shell gas card. As if that was also on me. I stated that I had more class than that to even keep it at this point. Nothing more was said by me...I was too incensed and needed to recover my heightened frustration. I asked for an immediate refund and left the store. I have shopped at numerous Best Buy stores. This experience doesn't even come close to any unfortunate purchasing activity, in any store, in my entire life. That store's approach, and interaction with me is inexcusable and highly disrespectful. I felt...take your lumps little boy and go home. Don't bother us any more!!!
03-31-2019 02:33 PM
Welcome to our forums and our community.
Purchasing a new TV should always be an exciting time. I can imagine the experience it has been with your Sony TV. It is never our intention for our customers to receive damaged products, especially a high-end price items as TVs. Taking a second trip to our store, I can see how that could have been a hassle as you live 30 miles from our location. Although, the store took the proper steps to make sure we were able to exchange your TV and offered a $25 Shell gift card for the experience.
Our store also offered to inspect the new TV. This offer was declined by you. Because of this, we support the store decision to refuse this exchange as they attempted to prevent this scenario from happening a second time. With my sincerest apologies, our store does have the discretion to decline a second return or exchange on your TV.
03-31-2019 02:53 PM
03-31-2019 03:50 PM
I apologize for the misunderstanding on your initial post. If the store offered to order a new replacement TV for you, I recommend continuing to work directly with our location. They would be the best method of contact on making sure you receive a TV that is not damaged.
04-02-2019 12:17 PM
So Ken, the Best Buy offer is to go back to the store a 4th time to order another TV? That's Best Buy's exemple of taking care of the customer?
No, I am not doing that, nor am I going to buy from Best Buy again.
04-02-2019 12:31 PM
In a situation like this, we would need the television to be returned to the store in order to get a replacement ordered. It sounds like that is what the store told you as well.
We would not offer any compensation beyond what the store already provided. If you have already returned that television and be refunded, you can order a replacement online should you not want to go back in to the store. It should be available for either shipping or store pickup.
If you have any further questions, please let us know.