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Posts: 13
Registered: ‎12-01-2021

Problems with TCL TV, nobody seems to know about the 365 day return period

Hi all,

I have had pretty terrible expreience with trying to return my tcl tv to best buy. Had to deal with several employees who simply passed the buck along with out resolution.

I was on the edge to decide if I wanted to buy the latest TCL 6 series tv back in march 2021. I saw it had great tech and features with full arrray, local dimming and mini LEDs. But I was skeptical because of botique manifacture and past issues with the brand. So when I saw the 365 return period advertised on the website, I convenced myself to give it a try. I had contacted bestbuy support online and made sure the offer is legit and even have a screenshot of all the details and chat transcript. 
Fast forward 6 months, I wasn't super impressed with the picture quality and the panel has an ok performance compared to big brands with low tech. So I decided to call it quits and return it and thats when all hell broke loose. I have had several failed attempts to return as the website asked me to call bestbuy to schedule and no one knew about the 365 return policy on these. I was finally able to get one person who acknowledged the policy and scheduled my return but told me I had to go to the store to drop it off. So I took the tv to the store (had to rent a trailer and take half day off). I figured it would be smooth as the online support guy told me it was all taken care of, gave me some case numbers and return order details. 

No one at the store was able to locate the retun policy, told me I can't return the tv and the info I gave them is giving them "nothing". I provided them with all the screenshots and evidence I had and they were giving me the option of store credit but will not give the money back. 

I am deeply frustrated with this experiance and wanted to let people out there to tred very cautiously when you see offers like this. Its seems like a broken internal process with best buy and the customer is paying for it. customers should not have to gather evidence along the way and put in all this time and effort to get them honour the policy that they have advertised in the first place.

Posts: 6,667
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Registered: ‎08-21-2017

Re: Problems with TCL TV, nobody seems to know about the 365 day return period

Welcome, tjdp,


Thank you for taking the time to reach out to us here on our community forums. Having purchased a new TV this year, I know how important it is to get the perfect model. I appreciate you letting us know about your experience with this TV and would be happy to see what options I have to assist you with this.


Generally, we offer a 15-day Return & Exchange Promise for most of the products we sell. With that said, some TCL models do have an extended one-year return or exchange period. I'd like to take a closer look at your original purchase to see how i may be able to help. I will need a bit more information in order to do so. Can you please send me a private message that includes your:


Full name

Email address

Phone number


You can send me a private message by clicking on the blue button at the bottom of this post. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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Posts: 13
Registered: ‎12-01-2021

Re: Problems with TCL TV, nobody seems to know about the 365 day return period

This problem still is not resolved. My original "caution tale" to all still very much stands when it comes to best buy promotions.


tldr; Since I accepted the store credit (which I was practically forced to do so at the store) BesyBuy corp support wants me to deal with the store and the store won't work with us and asked to work with the bestbuy corp support who told me to do so. I am done playing this game of wack a mole.