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Posts: 1
Registered: ‎02-14-2021

Broken TV, but it's past its return by date.

Hey all. I just unpacked my TV today. I recieved it a while ago but haven't been able to unpack it until now. We opened it up and it had a huge dent and crack on the screen. A little crack could be lived with, but this is a huge crack. This isn't really my TV, it's my Mom's, and seeing this made her break down. The TV is past its return-by date, but I really would like to return it, as it is broken. I honestly don't care, but my Mom is really upset about this. Thanks.

Posts: 9,389
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Registered: ‎11-10-2008

Re: Broken TV, but it's past its return by date.

Best Buy assumes that customers will check the items for damage and return the items if a defect is found for a replacement. However the standard return policy is not designed around customers who wait after the return policy and then open the item.



If you bought in store you can try to call the management and see if an exception can be made. If it's online you may have difficulty returning it.


You may have to go through the manufacturer to get this replaced if it's outside the return policy.


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Registered: ‎11-23-2018

Re: Broken TV, but it's past its return by date.

Hello, OhSirWaffle, and welcome to our online community!


Thank you for posting on our forum for support. I hate to hear what happened with your new TV, as I'm sure you were excited to finally unpack it and set it up for use. While hockeycanuckjc provided great insight into this situation already, I'd like to share a link to our Return & Exchange Policy here as well. 


If you are the purchaser listed in the billing section of this order, and you purchased it from your local store, I'd be happy to get in touch with leadership at that location and see if anything can be done. If your mom is the purchaser, we will need to work with her directly per our Privacy Policy. Either way, I'd like to document your experience in our corporate system as well. Please send me a private message to get started including your full name, email, phone number, and order number or customer service PIN. You can find the blue option to message me to the right of my name below.

All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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