Add Product

Search Results:

New Member
Posts: 1
Registered: ‎12-27-2018

Bought TV For Christmas, comes broken

So I got money for Christmas to buy exactly what I wanted a brand new TV and I choose to buy my dream big 55” Toshiba smart TV from your Glen Allen,VA location. I decide to do a store pick-up with my family, upon pick-up the store clerk does not do an inspection with me to make sure everything is ok with the television, so I assume it is fine. An associate assists my boyfriend to the car with the tv, stating it will not fit in the back seat but should put down the seats. He does so and they put it in. The associate does not state anything about pushing or tampering with the box at this time. We get the TV home and notice there are colored lines all down one side of the screen. I am quite upset at this time, as this is my Christmas gift.

I take it right back to the store to do an exchange and the same associate comes to tell me my boyfriend was pushing the box into the car when he told him it wouldn’t fit. This is why we didn’t put it in the back seat but did place it in the trunk with the seat down as suggested. If the associate still felt it wouldn’t have fit and knew it wouldn’t be damaged, he should have suggested delivery and I would have taken it. Now this store and the manager refuse to take back my tv due to what I believe is their error. How do I know it wasn’t damaged previously? Why didn’t the associate work with us in telling us we would be better off delivering it if the car could possibly damage it? Now I am out $400 of my Christmas present that I don’t have and still no tv. I thought best buy was good to their word on returns and exchanges during the holidays. I don’t feel much customer service care right now. Please help.
Posts: 6,276
Topics: 100
Kudos: 399
Solutions: 291
Registered: ‎11-30-2015

Re: Bought TV For Christmas, comes broken

Hello, Hippiebee03,


Welcome to the Best Buy Support Online Forum Community! Thank you for choosing Best Buy for your TV purchase. Getting a new TV is a very exciting Christmas gift. We’re sorry to hear that upon unboxing your Toshiba TV you discovered it was damaged.


Transporting your new TV purchase can be rough if you have a smaller car. We have a guide that stresses the best practices here. Please note we never recommend transporting a TV laying down. We apologize if the agent who helped load the TV in your vehicle didn’t stress this to you. Under our Return & Exchange Promise, it does share that we’d be unable to take back physically damaged items. Additionally, it sounds like your local Best Buy was able to locate a point of impact that was consistent with handling prior to transportation.


Can you please send us a private message with your full name, phone number, email address, and the customer service pin off you purchase receipt? We’d be happy to review your concerns in further detail for you. A private message can be sent to us by choosing the blue “Private Message” in my name. We look forward to your reply.



Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!