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Registered: ‎03-26-2019

Horrible customer service with Pembroke Pines store and online customer service.

[ Edited ]

This is a complaint against Best Buy in Pembroke Pines, Florida and also the Online Customer Service and Corporate Office. On February 8, 2019 I purchased a 43-inch Smart LG television from my son's graduation which was to be given to him on March 16, 2019. On Saturday, March 16, 2019 I gave the television to my son has a present for him graduating 8th grade.  We broke the seal on the box and opened up the television the morning of March 16, 2019 and took it out of the packaging.  We plugged the TV in to program and it and there were lines going down the TV svreen.  I did not even get passed the step to even see the screen that was giving directions to program the TV. I called customer service since it was an online order and I picked it up at the P.Pines store.  Customer service asked me to e-mail/upload a picture of what the TV looked like which I did.  The representative told me that I needed to go back to the store that I picked it up at b/c the screen was broke, even though there were no markings on the ourside of the TV, he said the screen was broken.  I went back to the store and spoke with a manager and he plugged in the television and said that the lines were because the screen was broken. I explained to him that I bought the TV on February 8, 2019 and it was a gift for my son and he just opened it that morning. He told me there was nothing he could do because the screen was cracked however there were no marks or anything on the box and I told him that TV went from my car to my closet and nobody ever touched it until the day I gave it to my son.  He declined helping me out in any way whatsoever, he would not even exchagne the TV, he told me that I needed to buy a new one because it would be more expensive to fix it and there was nothing he could do. I ended up calling LG to see if they could do something b/c of the 1 year warranty and they told me they could not do anything either because the picture shows that the screen was broken and it must have happened at the store. I am a single mom and I purchased this TV for my son and cost me $256.00 which now I am out of because nobody will assist me and help me out or even give me a working TV.  You can clearly see that the TV was never used because I was not even able to program the TV. The TV still has all the plastic on the front and the yellow stickers and you can tell it was never used b/c the TV is not programmed.  The cracking of the screen must have happened when it was shipped to the store or taken out of inventory at the store and now I have to take a hit for the $256.00 because Best Buy employees were negligent. A week later I went back to thr P.Pines Best Buy to try and speak to a different manager.  At this point I am so distraught, sick to my stomach and on the verge of tears b/c I cannot afoored to be out $256.00.  I cannot believe that this has happened to me and that I am out to $256.00 which hits me very hard as a single mom. I spoke to another manager and she told me that there was nothing that she could do and that she could not override what the other manager said about the screen being cracked.  I told her that the TV was never used and that it must have happened at Best Buy or during shipping to the store.  I told her that I cannot afford to take a hit for $256.00 and she told me that there is nothing that she could do.  The only thing she could do was give me a deal on an open box TV. Because this gift was for my son for graduation and he was so upset that the TV did not work b/c he was anxious to use it to play his video games, I ended up purchasing another TV  for $150.00 which was an open box item. Now I have a brand new TV sitting inside the box in my closet  with all the original packaging that no one can do anything with that I paid $256.00 for. I have been shopping at Best Buy for over 30 years purchasing all of my electronics, video consules and games and I cannot believe that this is this customer service that they give to a loyal customer. I cannot believe that noone would even make an exception and just exchange the TV for a working TV.  I will never shop at Best Buy again because this is so discouraging and I cannot believe that they would not honor the mistake that they made. I was not asking for credit back I was just only asking for a television that works for my son.  By me writing this, I am hoping that maybe there is something that can be done to help me out so I do not have to be out $256.00.  

Thank you,


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Registered: ‎11-23-2018

Re: Horrible customer service with Pembroke Pines store and online customer service.

Hello, Gina2169, and welcome to our online community!


Thank you for reaching out to us on the Forums for support, and for being a longstanding Best Buy customer. We appreciate your business over the years, and I'm sorry you've had a poor experience with your recent TV purchase. I can imagine your disappointment to find the LG TV to be damaged when plugging it in. I apologize that your son hasn't been able to enjoy this gift, and for the experience you've had in searching for an exchange or return.


An exchange of this item (which would now be out of its return and exchange period) would have to be determined and handled by the store manager, as you already know. While I understand you spoke with a few managers as well as LG and have purchased a discounted TV since, I'd be happy to work with the store further and see what else can possibly be done moving forward.


In order to look into this, I'll need you to please send me a Private Message including your full name and customer service PIN located at the bottom of your in-store receipt for this purchase. You can find the blue option to message me to the right of my name, below.


Happy to help,

Allison|Social Media Specialist | Best Buy® Corporate
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