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Posts: 1
Registered: ‎07-26-2019

My TV is damaged out of the box and BB would not exchange it

I bought a TV about a month ago, then I travelled for work. 10 days ago when I returned, I took it out of the box to install it, but found out that the screen is cracked. I called and the lady processed the return, and told me that I should be receiving my exchange today.


No one shows up, so I call and 20 min later, after the agent searches the order, she came back and told me that I can not return because the order of return was not processed appropriately and now I am out of the window. Then, she forwards me to another agent (15 min later), then that agent tries to punt me off to another...Now we are an hour into the call and I keep getting the run around.


This has been a terrible experience. How can I get my exchanged processed through?



Posts: 696
Topics: 58
Kudos: 153
Solutions: 31
Registered: ‎10-19-2017

Re: My TV is damaged out of the box and BB would not exchange it

Hello, wsonbol,


Welcome to our Best Buy forum community! We know that getting a new TV is a big purchase, so we appreciate that you decided to place your order with us. That said, this is not the shopping experience we were hoping for you, so I'm glad you took the time to reach out to us for support.


As someone who recently purchased a TV, I can imagine how I would feel if the product was broken coming out of the box, and then I was unable to exchange it for a working unit. That is a far cry from the level of customer service we strive to provide, so I'd be happy to take a deeper look into what options we have available.


Using the "Private Message" option in my signature below, can you please verify your full name, phone number, and order number? That will allow me to better assess what can be done at this point.


Warm Regards,

Elle|Social Media Specialist | Best Buy® Corporate
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