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Posts: 2
Registered: ‎07-02-2019

Worst Customer Service Experience Ever

This evening I purchased a television online for same day pickup at our local store in Boise, Idaho. When I arrived, they loaded it into my car because it's heavy. I never touched it or examined it to make sure it hadn't already been opened. Never making that mistake again. The box itself was for the correct product. I got it home and my husband asked if it was a floor model because the box had already been opened (tape cut). We pulled out the TV and found the stand and power cord missing. Oh, and it was the wrong TV brand. I immediately called the store and was told to return it for an exchange. I returned to the store and almost immediately got the sense that something was wrong. I waited a half hour while they "checked things" only to be told that they had no record of the box ever having been opened. They refused to accept that they had sold me the wrong product, refused to refund me the purchase price, and basically accused me of theft. The assistant manager offered to give me the already opened box with who knows what TV but I refused since it wasn't what I bought. I was given a card and told to call your corporate line. I did that and was told that because the item was picked up in store, there was nothing corporate could help me with and I needed to speak with the store's management. I've already done that and they accused me of stealing! I've never been treated so poorly by a store in my life and I will never buy anything from Best Buy again. I've opened a dispute of the charge with my credit card company. And now I see someone in Fargo had the exact same experience a few days ago. Maybe you have an issue with your inventory.

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Registered: ‎01-03-2013

Re: Worst Customer Service Experience Ever

Hello, MelissaMitchell, 

Welcome to the forum, and thank you for connecting with us about your TV purchase! It should be an exciting time when upgrading your home theater, and I'm sure you and your husband were eager to set this TV up once you got it home. I would have been left bewildered as well had I opened a box to find something completely different inside, and would have been seeking out assistance from the store right away just as you did. I understand though that your visit to the store didn't go as planned. I would like to look further into this with you, so I am sending you a private message. You may check your messages by signing into the forum then clicking the envelope icon in the top right corner of the page. 

Sincerely, 

Tasha|Social Media Specialist | Best Buy® Corporate
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