Add Product

Search Results:

New Member
Posts: 2
Registered: ‎12-27-2018

Damaged TV and Cancelled Replacement



I ordered a 50" Toshiba 4K UHD TV Open-Box before Christmas and we were happy to have a new TV for the holidays. But the TV which was shipped by UPS arrived with a broken panel cover around the LED part, which was caused by bad wrapping, also it came with several cracks on the screen. This broken parts were sharp and cut my finger with heavy bleeding and infection later on.

I immediately called Best Buy to resolve the situation and the agent ordered a replacement to be delivered again. But few hours later, I received an email telling me the order has been canceled since the item is no longer available!! However, the item is still available as New condition in every single Best Buy store around me! But with this difference that the price was surged for $50 more!!

I am very disappointed and frustrated with my experience. I thought Best Buy would care more than $50 for its reputation in order to satisfy a customer who received a broken promise.

So I left without a new TV, ruined my family's holiday plans, infected injured finger and offending customer service experience!  It's a matter of principles for me, so I assume Best Buy would prefer losing its customer to Walmart or Target for a $50 price difference! I expected more responsibility since at end of the day it was all Best Buy's fault.

Posts: 2,666
Topics: 18
Kudos: 275
Solutions: 144
Registered: ‎11-29-2016

Re: Damaged TV and Cancelled Replacement

Hello sinfication,


While I wish your visit to our Support Forums were under more fortunate circumstances, I do appreciate you taking the time to join our Community and share your experience with us.  Getting a new TV for the holidays should be a fun experience, but from what you’ve described, your purchase with us is far from the experience we hope to provide our customers.


I’d like to review your purchase further and offer any additional assistance I can, however, there’s a few pieces of additional information I’ll need to gather from you to do so.  Most of this information is sensitive information we’ll need to keep out of the public view of our forums, so I’ll be sending you a private message in a bit to gather the information I’ll need.  To read my message, you’ll want to be logged into your Support Forum account, and click on the orange envelope in the upper right-hand corner of your screen.


Speak to you in a bit,

SeanM|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 2
Registered: ‎12-27-2018

Re: Damaged TV and Cancelled Replacement

[ Edited ]



I am writing regarding order  {removed per forum guidelines} which is subject for return. The item has been returned through UPS, but I have not received my refund yet. The item is not marked for return or refund on the main website.

Please advise.

Posts: 4,617
Topics: 29
Kudos: 438
Solutions: 252
Registered: ‎12-23-2016

Re: Damaged TV and Cancelled Replacement

Hello again sinfication,

Welcome back to the forums. 

How long ago was that television marked as delivered back to us? It could take up to five business days to process after a return, so if it just got there, please be patient while we process it.

If it has been more than five business days, please send me a private message through the link in my signature. I’ll need your name, email address, phone number, and the UPS tracking number in order to start investigating.


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