Other Customer Service Support

[Cmartino1985]

This is the second time I have recently purchased an open box item supposed to be in "excellent" condition that I have had an issue with. This one unfortunately is even worse than the last time, which is still unresolved!! It has been almost 2 months later regarding an LG 77" OLED TV that was supposed to also be in excellent condition, and instead came as the floor model, in bubble wrap with no remote, and a frayed power cable. Literally the OPPOSITE of excellent, and for spending upwards of $2000.00 on a TV, I'm so disappointed. I have had DM's back and forth with the customer support rep, who emails maybe once a week and usually just "thanks" me for my patience. He literally told me he couldn't get me a remote because there are shortages (really?), and has been dodgy about providing a service plan. Super disappointed in this experience, and can not recommend anyone ever buy an open box item at this point. BUT that's not even nearly as bad as this latest one!! 

This latest experience has me ordering a 27" 4k LG Ultragear monitor online in "excellent condition" on 02/04/23, with a "relaxed shipping" date of 02/08/2023 because I was off from work to accept it. I'm then notified the morning of 02/08/23 that it won't be arriving until 02/10/2023. I'm not able to take off from work on such short notice, and nobody is home to accept the package. This thing arrived at my doorstep in a brown cardboard box that was taped closed with packing tape,NOT THE ORIGINAL BOX AS LISTED. The monitor was placed inside with 2 small pieces of bubble wrap, and all of the components (stand, cable, accessories) wedged in there with it.

Guess what? The monitor arrived SMASHED on my front doorstep. I go on to BestBuy.Com, request a return, and am advised to take it to my nearest store for return and credit back to my card. Upon arriving at the store, I am told by the manager that they can't accept the return, and I must contact UPS to generate a shipping label, to take another day off, to have them come and pick it up. To say I am BEYOND AGITATED at this point is an understatement. You guys have to be kidding me.

What is going on at Best Buy? I used to have so much faith in Best Buy as a customer, but these past few purchase experiences have considered me to begin to look elsewhere. I have spent TENS OF THOUSANDS of dollars literally at Best Buy on appliances and electronics over the past few years, and quite frankly, I'm pretty close to cancelling my credit card and never purchasing anything from them again. This is unacceptable. Get it together. 

[Riley-BBY Social Media Specialist]

Hello, Cmartino1985.

Thank you for reaching out us here on Forums about your situation with your monitor order. 

Having your order arrive in a damaged state is not great and I understand your frustration with your situation. In addition, I have reach out to to you via private message about you television situation and I would be happy to take a look into your monitor order. When you are available, please reach out to me via private message as soon as you can. 

Thank you,

[Cmartino1985]

Riley this is the same person that you've been dealing with the 77" LG OLED open box "excellent" (that was far from it) who has been patiently trying to get the situation solved for 6 weeks. At this point I'm pretty much done with Best Buy.

It has been a series of 2 Damaged *NEW* LG QLED 65" TVs delivered to my home in 2018, a defective refrigerator in 2019 which was a fight to be replaced, the 77" OLED that was supposed that be in "excellent" condition (that came bubble wrapped with no box, which I still don't have a remote or service plan for) and now this 27" ultragear "excellent" that arrived smashed in a brown unlabeled box with 2 pieces of bubble wrap, which the store manager basically called me liar when I attempted to return it. I have been extremely patient, but now my patience has run out.

It's pretty unbelievable that this has been permitted to occur and I'm going to make future large electronics and appliance purchases elsewhere. Have a good one.

[Riley-BBY Social Media Specialist]

Hello, Cmartino1985.

I understand your frustration with the situation of your return and with your television. I do want to reach out to you to provide support for your monitor and see what we can do to help. When you can please reach out to me via private message with the order number of your monitor. There we can provide support for your monitor and see what we can do. In addition, I have reached out to you via private message with a update on your television situation. Please reach back out to me as soon as you can.

Thank you, 

[Cmartino1985]

So everyone here can see this- here was the reply I got as a PM, Best Buy could literally care less at this point. I am officially closing my Best Buy credit card and shopping elsewhere from here on out.

" Hello, Chris.

Thank you for letting me know that your monitor was returned, I appreciate it. I do want to let you know that I will be noting down your experience and we will be conducting a internal review here at our corporate office about your experience. This internal review will be use to help us find out what we can do help to improve our clients experience when shopping with us. Please do note that this review will be handled internally and wont result in any calls or text to you. If you have any other questions, please let me know.

Thank you,

^Riley "

Stay away from Best Buy, their customer service on open box "excellent" items, and even brand new items is not what it used to be.

If you order expensive TVs and Monitors and other high end appliances, expect them to be smashed and damaged upon delivery, and Best Buy to basically shrug their shoulders and say "sorry, nothing we can do."

This was the original post referenced above, again still unresolved after 8 weeks. Buy elsewhere!

https://forums.bestbuy.com/t5/Best-Buy-Store-Purchase/77-amp-quot-LG-C1-Open-Box-in-poor-condition-l...