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New Member
Posts: 2
Registered: ‎09-17-2017

Wrong TV inside the box


I am not one to often make a fuss but I feel as though this situation is rather egregious. Today my wife and I stopped at the Best Buy in Burbank California ( Store #137 ) and purchased a 70" Vizio 4K HDR television on an open box deal. We previously have bought open box items and felt that it was a good deal and would be fine.

On the way home to Simi Valley we were discussing our purchase and felt that maybe it wasn't that great a deal and figured we should maybe go for a new or better television instead. So we decided instead of driving to our home we would go straight to the Best Buy next to our house in Simi Valley and swap the television out for a not used or one with better HDR capabilities.

We pulled into Simi Valley Best Buy brought the television in and went straight to the customer service desk. I started looking at other televisions while my wife processed the return. Realizing it was taking a while I went back to the service desk to see what was wrong.

As it turns out the television inside the 4K HDR box was in fact someones used 1080p model from 2013. Shocked about this we spoke with the Manager of the Simi Valley store and he explained to us that there isn't really anything he could do and that we would have to drive back to Burbank to get it sorted out.

We immediately tried to call the Burbank store to inform them that we had this situation on our hands and wanted to get it cleared up as soon as possible. Calling the number on the receipt a gentleman answered from a store in Glendale California and he informed me that no one was answering the phones at Burbank and the Glendale store was fielding all their phone calls all day. I asked him if there was any way to transfer me and he said that he would try but more than likely it would just get kicked back to the Glendale store.

So finally after another hour in the car driving back to Burbank we walked in and went straight to the customer service desk. We asked to speak to the manager and we explained our situation and he told the cashier to issue us a return. I asked the gentleman for his card so that I can keep track of who I spoke to during this wildly odd ordeal and he immediately got rude to both me and my wife. "I thought I was helping you out and you're going to act like I am not and now you want to speak to my manager!" I told him I thought you were the manager, well it turns out he wasn't. A few moments later another gentleman by the name of Andrew came over and said "I am the manager what can I do for you" We explained the situation to him and then said we are already getting our money back I'd just like to get your business card so that I can keep track of this incident. He then explained he isn't the manager and that the manager wasn't in. He gave us the actual store managers business card, and I have emailed him also explaining what has taken place.

We were told that this was likely a TV sent in to Geek-squad to be repaired and somehow got put into a new box and put back on the shelf as an Open Box item. The staff did eventually refund us the price of our purchase but they were rather dismissive about the whole situation and a little unpleasant to deal with.

It's upsetting to get a television and have it be someone else's junk inside. It's stressful to try to reach out for assistance over the phone only to get bounced around to completely different stores unable to get in touch with any one. And it's even worse that when a customer is upset about this situation and asks to speak to the manager, employees all say they are the manager when in fact they aren't.

The folks in Simi Valley were very nice and I sent them an email thanking them for their help. They handled the situation in a very calm and professional manner and even though we were upset at the time they showed empathy for our situation and explained very clearly what we needed to do and why they would be unable to help us. Which I hold no fault to them.

The Burbank team first off sold me a fraudulent purchase which means the checks and balances inside that facility aren't exactly up to par. Having it be impossible to actually get anyone on the phone only made matters worse in an already stressful situation. And the maturity and tact when dealing with a customer was shockingly lacking.

This all should have been a part of a fun day. Buying a new television is always exciting. We had a movie picked out and ready to go and were looking forward to it. But instead it turned into stress, hours of driving back and forth, arguments, embarrassment and ultimately disappointment.

I have been a customer of Best Buy for many many years. In my personal and professional life buying electronics is a hobby as well as a workplace necessity. But I have never had an experience so poor as this one.

Needless to say I am extremely disappointed with this whole situation. And what should have been a very nice day was ultimately wasted on this unfortunate event.

Posts: 4,914
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Registered: ‎08-21-2017

Re: Wrong TV inside the box

Hello Mfernandes118-


Thank you for taking the time to register to our Forums and letting us know about your experience at our Best Buy Burbank location. It's very disheartening to hear that a TV was put in the incorrect box and that the Burbank store was difficult to get a hold of over the phone and their management did not offer their best assistance to you. I apologize that your day of enjoying a new TV turned into a day of stress.


I will ensure to log your feedback here at our Corporate Office for internal review. I see that you already emailed the store manager for the Burbank store, but I will also reach out to them to share your experience in the store. I really do appreciate you taking the time to tell us about your experience. As disappointing as this is to hear, it is the only way we can improve things in the future. 


If you have any further concerns, please don't hesitate to ask. I am happy to help.


AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎09-17-2017

Re: Wrong TV inside the box

We have also filed a complaint with the better business bureau.

Posts: 18,030
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Registered: ‎09-29-2008

Re: Wrong TV inside the box