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Posts: 1
Registered: ‎09-04-2020

Product received damaged multiple times

Hello, I wanted to reach out on this forum because of the terrible experience we had with purchasing our TV from Best Buy recently.  I'm not sure who to contact but feel that this should be addressed better than it has been, which is with no concern. We purchased a LG - 86" Class UN8500 Series LED 4K UHD Smart webOS TV and the combined purchase was almost $2000.00.  We were given a Saturday delivery at the end of August and when we received it there were digital cracks which caused lines and discoloring on the TV.  We called and they said it wasn't showing as delivered so we had to wait 24-48 hours before they could even initiate an exchange.  They set up a new delivery the following Tuesday which caused my husband to be late to work.  The second TV was delivered and we had the deliverers wait while we checked the TV and AGAIN, the same issue was wrong with the TV.  The workers took both TV's back and my husband spent a GREAT DEAL of time on the phone with customer service trying to get a replacement.  Finally, after all of our delay and speaking with someone they had to wait and see what was wrong with the shipment and took several days to schedule a new delivery which to get it in a timely manner reqiured my husband to take time off AGAIN!  Finally the TV was delivered in good condition, more than 2 weeks after we intially ordered it.


I truly believe that given the time out of work, time on the phone and headache dealing with the inept system that Best Buy has for helping customers, we should be given some kind of refund or gift card for future purchase that reflects the extent of the time Best Buy took from us considering that we spent almost $2000 on this transaction.  Our requests have not been met with any care from Best Buy at all.

Posts: 1,041
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Registered: ‎11-30-2015

Re: Product received damaged multiple times

Hello, spmmross,

Thanks for joining the Best Buy Forum and making your first post.

I always hope that our customer have the best possible home delivery experience. It's exciting to get new tech, and I apologize for any inconvenience that this might have caused your family. 

I'm happy to help ensure that your concerns are appropriately documented and that anything that might have been promised to you is followed up on. To get started, I just need to confirm some information. Please keep an eye out on the upper right-hand corner of the screen for an incoming Private Message. If, for some reason, the message doesn't go through, you can connect with me via Private Message using the button in my signature.


Fey|Social Media Specialist | Best Buy® Corporate
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