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Posts: 1
Registered: ‎09-08-2020

Worst Experience Ever during a PANDEMIC at that!

Hi, I’ll start by saying that I was hoping I did not have to write this but the level of inconvenience and incompetence that I’ve received dealing with your organization over the past month is nothing short of unacceptable.


I walked into your Annapolis location with my mom to purchase a new 65-inch TV. We decided to go with the TCL 8-Series. Installation and delivery were set up and everything was good to go. The amazing team that initially installed my TV notified me that it was cracked as soon as they put it up. Frustrated, I set up a date for the new TV to arrive and replace the old one.




The new TV arrived and the delivery man kindly rolled it upstairs. Upon entering, he realized that I would need it mounted and he was not equipped to do so. His boss told him they would have to take the new TV back and I would need to set up ANOTHER delivery that included installation. That’s yet another week with a cracked TV that came to me broken. After HOURS on the phone with customer service over two days, I decided to go in-store. There I was alerted that someone from your Flower Mound, TX call center CANCELLED my entire order on 9/4/20 at 12PM. As you can guess, my frustration grew but I was able to get everything situated at the store in Secaucus, NJ. So I thought…




I receive an alert that states my delivery will yet again be delayed. The TV that was physically in my house just two days ago was now reported as being on backorder. It seems I am going through HELL and HIGH WATER to get a TV that you all delivered to me broken. At this point in time, I am no longer a regular customer of your store and will make a point to tell my experience to every single soul I come into contact with. This situation needs to be elevated and dealt with accordingly. The situation has become so ridiculous that the TV and services were refunded and repurchased on a gift card while the original charge still remains on the credit card used to purchase the TV originally. Going through this on top of a GLOBAL PANDEMIC has truly been hell. How do you all plan to rectify this ASAP? I would like to think you care at least a bit about the customer service you provide but will not be surprised if you don’t because that is what I’ve been shown at every turn.


Please advise.

Posts: 2,575
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Registered: ‎10-19-2017

Re: Worst Experience Ever during a PANDEMIC at that!

Hello, Annoyed321,


Thanks for sharing your experience and bringing this to our attention. I know I would have questions in such a situation too. While I am unable to locate your referenced orders using your forum registration information, I’d be happy to speak to you about this further in the hopes of providing some insight.


If your return and exchange order were indeed cancelled, our teams would be unable to un-do that action. Instead, they would need to set up a new return and exchange transaction. Then, if the model TV you purchased originally isn’t currently available, teams would not be able to deliver a product they do not have. With that in mind, as it sounds like it could be a while before more of that product comes in, an alternative option you may want to consider is reselecting a different model TV that is available for the exchange. Something like that is usually best set up at a local store.


With all of that said, as I mentioned, I cannot see the order details of your situation so it’s hard to say exactly what’s happening. I’d love to review this in greater detail to see what may be possible going forward. To get started, please send me a private message with your full name, phone number, email address, and order number. When logged in on the forum from a PC, you should see the blue “Private Message” button next to my signature below this post.



Kayla|Social Media Specialist | Best Buy® Corporate
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