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Registered: ‎12-14-2019
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Product Damaged in Shipping

[ Edited ]

Let me preface this post with I understand retail at this time of year is tough on workers.


I ordered a small TV for my kitchen from and had it delivered to my home. Unfortunately it arrived with a damaged box and heavily damaged TV. With my hardcopy receipt in hand I headed to the local BB. Then things came off the rails. Customer Service looked at the receipt, damaged box and damaged TV. She went in the back, came back and announced per her manager they could not help me. As it was ordered from and I was at a physical BB store, I was a bit confused. She stated because I had ordered from and had it delivered to my home they would not assist. I called 1-800 BEST-BUY which was at times comical ("I don't understand", etc.). Eventually after a 30 minute wait I got through and the rep completed the process for me to return the damaged TV. I was going to exchange it but based on my experience I decided further transactions with was not worth it. 


Why would transactions be treated with disdain by physical stores? It created a less than optimal customer experience. 


Was this truly corporate policy?


Thanks in advance,

Charlie {removed per forum guidelines}

Posts: 7,180
Topics: 115
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Registered: ‎12-23-2016

Re: Product Damaged in Shipping

Hi, Charlie,


Thanks for joining the Best Buy Community forums, and for your patience in awaiting my reply. 


As noted here, when an item is damaged in shipment we should be able to help out with in store or by mail. I'm sorry that store didn't assist you.


I hope that we've been able to get this take care of this for you by now. If not, please get back to me through a private message through the link in my signature. I'll need your name, email address, phone number, and order number to get started.



Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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