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Posts: 3
Registered: ‎07-13-2022
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TV was broken when I got home

I bought a 4k 65 inch TV in store today. I got home, opened the box, and the screen was broken. I tried taking it back to exchange and they accused me of breaking it. Is there anything I can do to get an exchange or am I just out $650?

Posts: 11,095
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Registered: ‎11-10-2008

Re: TV was broken when I got home

In general - it is the customers responsibility to transport a TV home safely. Did you have a vehicle adequatly big enough to transport it? Best Buy can't open televisions to check for quality prior to selling them as it would be a used TV you would be buying. For a TV this big I suggest Best Buy delivery so that in the case of damage you have some kind of leniency in the event of damage.


It's basically your word against theirs. It's fairly risky to transport a TV of this size by yourself. 

Best Buy Forums Super User since 2008. Please note I am not employed by Best Buy and I answer questions on my own time. If you find something helpful please add kudos to it. Should something solve your issue please remember to mark inquiries as solved.
New Member
Posts: 3
Registered: ‎07-13-2022

Re: TV was broken when I got home

I gues I was dumb for not buying it on Amazon.

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Registered: ‎11-24-2021

Re: TV was broken when I got home

Hey, Newtles342!


Thanks for reaching out. We appreciate you choosing Best Buy for this investment. A new television is something to be excited about. I enjoy watching my favorite shows and playing my favorite games from the comfort of my home, and a 65-inch screen would provide an awesome experience. If the screen was somehow broken, I understand why you'd be inquiring about what options may be available. It sounds like you have already attempted to work with the store team, which was the right thing to do. I'd like to ensure I have a clear understanding, so I can offer the best possible support.


Would you mind describing the way the television was transported to and from your home? Was the screen completely shattered, or was there just a noticeable crack? Also, was there any indication of damage to the exterior of the box?


You are welcomed to send this information to me in a Private Message. So I may access the purchase details, please include your full name, email address, and telephone number. To send a Private Message, simply select the darker blue icon, which is located across from my signature. I look forward to hearing from you.


Kind regards,

Trey|Social Media Specialist | Best Buy® Corporate
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