Best Buy Store Purchase

[JamesQuigley]

We should have known walking in to just turn around and buy somewhere else. I had heard bestbuy was having financial issues on a national scale like Sears but, this was ridiculous.

The store stank like an old hotel that handnt been cleaned in ages. The floor was filthy and the only semi happy person was the door greeter, who muttered "hello".

We waited 20 min before an employee "jason" in the tv section assisted by saying "how many people bug him daily". He then proceeded to convince us to buy a Hisense TV 75 inch saying it was good deal. Unfortunately, we trusted best buy and Jason.

Not only did they not offer us the free shipping that they have, they made us load it with them. We asked to pay for the service where they deliver and set it up but he said that would take weeks.

We took tv home, obviously being careful, as it is a Television, that we just bought new, or so we thought. We got it home, noticed the box had been opened before and called the store for 45 min. No one answered in tv dept. So we decided to bite the bullet and mount it and try it out.

Tv worked for a few minutes but as I was setting up language and location etc. It started flickering in top corner. Turned off tv and then took 3 tries to get it on again. The flickering was worse and lines showed upon right side. Turned off again and retired to enter info hoping lines would go away. After trying a few times the entire screen had horizontal and vertical lines and a big circle around the screen. Would not turn on unless clicked 3to 4 times.

We were having people over so we went back and bought an LG for same price thinking best buy would just swap for it next day when we returned the Hisense. NOPE.

We were treated like garbage. Criminals. Called liars. And even initially said that because we mounted it they would not take it back, even before seeing the actual issues!

The assistant manager, Justice, refused to let us speak to manager or talk to corporate with him. He also said we could not record his name or employee number as that was against the law inside the store. So all we know is his name is Justice, what a moron, oxymoron.

A more reasonable employee came up to us and said he does this all the time and to call corporate directly as they use any excuse to refuse returns which are broken.

Tried calling corporate but computer phone system just wanted our time for an hour.

So in short... dirty and smelly store, no happy employees, they recommend hisense which we found has 1 star rating, sold open box as new, sold us another tv, refused to take back junk they sold us after wasting literally 8 hours of our time.

We have a 75 inch tv that hisense tells us to take back to best buy. Best buy tells us we are liars and to call hisense or claim under insurance, which would be fraud.

Hopefully, someone at corporate will read this and not delete it and, instead, help us as we were good customers.

TLDR: DO NOT GO TO ST. PETES BEST BUY.

[KyleR-BBY Social Media Specialist]

Hello JamesQuigley,

Welcome to the Best Buy Community forums. Thanks for reaching out to us about this.

I’m sorry about the poor condition of the store that you visited. That isn’t at all the kind of experience we want to provide out shoppers. Being clean and welcoming is a top priority for us, and it sounds like we fell short on this.

As to the television, it sounds like the store determined that it suffered physical damage prior to being brought back in. Under our Return & Exchange Promise, we cannot accept returns on damaged products.

That said, I’d like to follow up with you to confirm this.  I see that you also sent in a private message regarding this. I’ll shortly be sending you a reply to that message.

Sincerely,

[JamesQuigley]

No they made excuses for a television that had been previously opened, did not tell us, and that got a 1 star review on consumer affairs. When we bought second tv from you they said "what did you expect" referring to low quality of the brand.

I assume you wont be selling many hisense 75 anymore because that was last one they said they have.

We were treated terribly, like really bad. I wish you as an employee could go through what we did to experience how they represent you.

That said. We bought a tv that did not work from your stores. There was no inspection only excuses. They said they would not take back because of a tiny scuff on back which could easilly have been buffed out BEFORE even looking at screen. It is obviously policy to refuse tv returns no matter what the issue at that store.

We did NOT break that low quality tv. We had no idea it was low quality until after it was not working and we looked it up. Best buy gave 4 to 5 stars. Consumer reports and consumer affairs is 1 star. And ALL customers had similar complaints about same model.

You cant sell junk, then when it is returned and we buy better from same store... tell us that we dont qualify.

Put yourself in our shoes.you should also check the file on that assistant manager. I assume he has many complaints because I have not experienced that level of nonchalantness ever in your stores.

I look forward to you talking with us more or escalating this issue. It is now principle. This is not Russia where you get what you get. This is america where the consumer is king.

[KyleR-BBY Social Media Specialist]

Hello again JamesQuigley,

I apologize again for the poor experience you had in the store. As I mentioned, I’d be happy to look in to this for you, but I’ll need a few additional details first. Please get back to me with your name, email address, phone number, and the customer service PIN from your receipt. 

Please send that to me through a private message by using the link in my signature so that we can protect your personal information.

Sincerely,

[JamesQuigley]

Please call me at {removed per forum guidelines}. We have used best buy for decades and never had ANY issues. That's why this was so infuriating.

[JamesQuigley]

I have sent a private message as requested with NO response. And with all the required information. WIll BESTBUY be responding to this valid complaint and honor its commitment to help resolve their error????

[JJ-BBY Retired: Social Media Specialist]

Hello there Brandon-

Buying a new television should be an exciting time, but after setting yours up and mounting it, finding it non-operational would be shocking to say the least.  I’m grateful you stopped by the Best Buy forums so that we can take a closer look into this for you.

I’ve had the opportunity to view the private messages that you’ve sent another moderator and I’m looking forward to working with you in private.  Please check the orange envelope in the top right corner of the screen to view your inbox, and know I'm looking forward to working with you soon!