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Posts: 1
Registered: ‎03-14-2019


[ Edited ]

Bought my second Samsung TV from Best Buy.  This one was damaged out of the box.  I returned it and the customer service rep said I did it.  I assured him it was damaged out of the box. He refused to refund.  I have called my credit card company to dispute.  I am surprised by the treatment.  

Let me know your thoughts.

Sincerely,  Robert {removed per forum guidelines}

Posts: 2,320
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Registered: ‎08-08-2017

Re: return

Hello rtenzillo,


Welcome to our community.  There have been times when I've made a purchase and discovered the item I bought wasn't in the condition I expected.  I remember expecting a timely solution, and I surely wouldn't have been happy if an employee were to allude that the damage was the result of my own actions.  I apologize for our having disappointed you.


With that said, our Return & Exchange Promise states that damaged items are not eligible for a return or exchange unless they were delivered by a Best Buy team to your home.  It seems our store management was acting within policy to deny your request, and I regret any inconvenience this may have imposed upon you.  Depending on the damage your TV sustained, you may wish to contact Samsung to discuss possible options under their manufacturer warranty, or you are of course welcome to schedule a service appointment with Geek Squad in your home.


I realize this may not be the answer you were hoping for, but I hope it clarifies your experience.


Thank you for writing to us.

Sam|Retired Social Media Specialist | Best Buy® Corporate
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