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Posts: 1
Registered: ‎08-29-2019

TV concerns

[ Edited ]

I purchased a 55 inch Vizio TV from Murray, Utah store on 29 July 2019 at 1900 hours. Loaded in car and set up at home. Green lines appeared in Right side of screen. Took TV back to store to get color issue fixed 45 Minutes later.(399$ )


Told by customere service TV was cracked- no damages on box and TV was not dropped in Transport to and from store in Honda Minivan. Manager-Female Store manager told me could not take it back or exchange since I broke it by not loading it upright in car all the way. It rode secure at all times


1.) I am a 90% disabled army veteran and was not offered any help to carry to car or to load or unload. I have a large 20" scar on knee that was viibile in shorts.

2.) was not told by cashier at check out or TV person about loading that voided exchange in any capacity.


3.) The manager would not give contact inforamtion of district manager on name. She stated that it was aganist policy to take any broken items back* as manufaciter would not give credit..


4.) i have sreved 22 years in the US Army and moved many times and purchsed TV,'s Washer, Dryer, Laptops from Best Buy with never any issues..My wife got very vocal about the poor customer service and lack of resoving a minor issue.


5.) No dropping mishandling of TV occured during purchse, load or unload- just dismal service.


6.) My wife and I are both now Public High School Teachers in the local community and will not shop in any Best Buy again.


Thanks Erik {removed per forum guidelines}



Posts: 7,326
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Registered: ‎11-30-2015

Re: TV concerns

Hello, erikkkillion,


Getting a new TV is very exciting! Thank you for choosing Best Buy for your purchase and for bringing your experience to our attention. I understand how disappointed you may have felt after getting your TV home and set-up to discover the green lines.


Our Return & Exchange Promise does share that we’d be unable to take back items that are damaged under policy. We’re sorry to hear that upon the inspection of your TV it was determined that no physical damage had occurred to the box and the green lines could’ve been the result of transporting the television. Did the box of your 55-inch Vizio TV have any handling instructions printed on the box regarding transportation of the unit? Please note our District Managers are not customer facing, but we apologize the local leadership team may not have discussed your concerns with you in a professional manner. We look forward to hearing more about your experience.



Mariah|Social Media Specialist | Best Buy® Corporate
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