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New Member
Posts: 3
Registered: ‎07-05-2019

Return policy is a lie

I spent several hours today trying to exchange a new Samsung QLED TV that I picked up yesterday. We carefully removed it from the box touching only the sides. I didn’t think much about it at the time but the sides were taped to the bottom so we had to lift the TV out of the box. We set it up and plugged it in only to find a black area at the top of the screen that was about 6” wide by 8-10” long. We called customer support who told us to return it to any Best Buy to exchange it, which I tried today. When customer service saw that the screen was cracked they immediately refused any return, exchange or refund. After speaking to every level of management at the store I tried calling 1800 BestBuy. After another hour of back and forth I was basically told that it was my problem. So Best Buy violated every element of their return “promise” for a TV that I owned for 24 hours. My wife did some research online and found multiple forums that addressed this exact problem and in every case Best Buy did to others exactly what they did to me. Best Buy said since I can’t prove that the TV was damaged before we removed it from the box, which is impossible, they won’t do anything so we are out $1700. Since it is clear that Best Buy doesn’t care, here’s what happens next. First, I wanted everyone on this forum to know the truth about Best Buy’s “promise”. Next, since I am the CEO and primary owner of the largest technology company in LA with offices in 8 states, on Monday I will inform all of my employees about this and forbid anyone from purchasing anything company-related from Best Buy, either directly or via an expense report. We currently purchase or reimburse employees for purchases from Best Buy several thousand dollars per month. I will then post the story on LinkedIn, Facebook and Instagram. None of this will get me one penny back but it will cost Best Buy 100 times the $1700 they stole from me by lying about their “promise”. As a multi-billion dollar company I know this won’t matter at all to Best Buy’s bottom line but it will make up for the aggravation they caused me! Everyone be forewarned!
New Member
Posts: 3
Registered: ‎07-05-2019

Re: Return policy is a lie

 
Posts: 5,569
Topics: 182
Kudos: 504
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Registered: ‎08-21-2017

Re: Return policy is a lie

Good afternoon, Robert58,

 

Thank you for taking the time to join our community forum and letting us know about your experience purchasing this TV. Getting a new TV should be an exciting experience so I can imagine your surprise to see that this TV was damaged. While we are ale to return or exchange most products, we are unable to process a damaged product. While I can't guarantee any specific outcome, I would be happy to look further in to this. Can you please send me a private message with your:

 

Full name

Email address

Phone number

Order number

 

To send a private message please click the button at the bottom of my post across from my name. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-05-2019

Re: Return policy is a lie

 
Posts: 7,189
Topics: 116
Kudos: 388
Solutions: 394
Registered: ‎12-23-2016

Re: Return policy is a lie

Hi, Robert58,


Thanks for sending that message in. Andrew isn’t available, so I’ll be helping you out in his place.


I’ll shortly be sending you a reply to that private message. 


Sincerely,

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