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New Member
Posts: 2
Registered: ‎02-15-2019

Literally got ran out of Best Buy store in Duluth, GA- Highly upset and livid about this experience.

[ Edited ]

I lodged a formal written complaint with your Corporate office about 3 weeks and no one has contacted me about this matter. I purchased a Sony Bravia 55 inch TV from your Duluth, GA store on 8/26/2018 and the TV set remained in the original packaging (was never opened) until I moved into my new home on 1/24/2019. When I opened the Sony box, there was damage to the top left hand side of the screen. That same day I went back to the Duluth store (with all the original packaging) hoping that I could plead my case and at least get some assistance, but instead I was turned away because not only was I outside of the return period but it was not Best Buy's problem anymore.

  In a very hostile and intimidating manner, I was told to go to the manufacturer- Sony because the TV is still under the manufacturer's warranty. The manager on duty Hoang {removed per forum guidelines} said he could not do anything because the computer system would not make him override anything. I have worked in a similar environment for many years and I know that this could not be true. I had to insist on having a face to face discussion with him, he did not even have the decency to explain why he could not assist me. There was no empathy here, just a directive call Sony and get lost! Really that's the way you treat customers! Shocking.

Clearly the TV screen was damaged during shipping and the manufacturer like Best Buy will not take any responsiblity. So now I am stuck with a brand new Sony TV with a damaged screen (and out of pocket for $635).that I cannot enjoy and Best Buy and the manufacturer both want me to go away. Upset you bet I am. I am livid and will never set foot in any Best Buy store anywhere going forward. You are dealing with people Best Buy and if you are so rigid and uncaring in the way you handle customers, how can you expect these same customers to continue purchasing products from your stores. Highly disappointed and your managers need more effective training when dealing with sensitive customer service issues.  I made a horrible decision purchasing from you Best Buy!

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Registered: ‎09-29-2008

Re: Literally got ran out of Best Buy store in Duluth, GA- Highly upset and livid about this expe...

Hello, pal1133,


Welcome to our community. There is never a time I can think of where it would be appropriate for our store associates and managers to be anything but respectful of you and our other customers. I agree that it is essential to treat our customers' concerns--your concerns--with some delicacy no matter what the situation might be. I apologize for this not having been the case during your visit tour Duluth location.


As I'm sure you know, Best Buy's Return & Exchange Promise allows for the return or exchange of most products within 15 days of purchase (30 days for My Best Buy Elite members and 45 days for Elite Plus members). Outside those time frames Best Buy cannot offer a return or exchange.


Additionally, the TV has been in your possession for nearly six months, during which time--as you stated--it was moved from one dwelling to another. Given these facts, it cannot be stated for a certainty where the damage occurred. As a result, with both the return period having elapsed and the TV in damaged condition, Best Buy would not be able to offer you a return or exchange.


I regret I do not have better news or another option for you. Please know I am grateful you took the time to share your experience and feedback with us.

John|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎02-15-2019

Re: Literally got ran out of Best Buy store in Duluth, GA- Highly upset and livid about this expe...

That's exactly what I expected from Best Buy, a coined reply that would as expected tell me "Go Away-there's nothing we can do for you". Actually I would have been very surprised if you were a little more humane in understanding my dilemma but you are not. So there's something I can do with regards to doing business with you, never again will I and my extended family buy anything from your stores. What a horrible experience and a waste of time! Thanks again for a response that means nothing to me.