07-20-2018 02:30 PM
We are remodeling our fireplace to have an inset so we can mount our TV. Our contractor told us to go ahead and purchase the TV, assuring us that all the measurements were accurate and checked multiple times. We bought the TV so it could be mounted as soon as it was completed. The TV came and sat in our garage, untouched and boxed until this past Wed. when it was finally ready to be mounted. When we tried to mount it, the fireplace inset was 0.5" too small on the sides and the TV would not fit. We immediatly tried calling Best Buy several times to return the TV and have been on the phone for over 6-7 hours total over the past two days, most if it being transferred around, waiting on hold, or being hung up on. When we did speak with someone, no one was willing to try and help us out of this tough situation since it was out of the return window by a few days. We have purchased many items from Best Buy (including a TV) in the past and have been loyal customers, and never abused their return policy. We are trying to contact their customer service and explain our situation for a one time exception, but we are just running around in circles with different people saying they will get us help, and then ultimately when the call gets transferred, we are always back at square 1 and all progress is lost.
Now we are stuck with a TV and no place to put it. We are regretting purchasing from Best Buy because trying to speak to customer support has been a long, frustrating, stressful, and dead-end process. We know that other companies such as Amazon allow for one time exceptions and you can reach a helpful rep within minutes there. If this is how Best Buy treats loyal customers, we are making all of our purchases from Amazon going forward, where we know we will receive outstanding customer support if something were to go wrong afterwards. It's just too risky to purchase from Best Buy where even trying to talk to a customer service rep can take 45 minutes.
Best Buy, is there really no way an exception could be made?
07-28-2018 01:30 PM
After remodeling your fireplace to fit your TV, it would be understandable to reach back out to us regarding our Return and Exchange Promise. Thank you for allowing me the opportunity to lend a helping hand, here on the Best Buy forums!
If you were within your return and exchange promise, I’m not entirely sure why an exception would have needed to be made, but I’m definitely wanting to take a closer look into this for you! The email that was provided at the time of registration didn’t allow me to locate any purchases that were made.
Please send me a private message containing your full name, phone number, email address, and order number or customer service pin. Once I have this information I’d be happy to see what options may exist. Click the blue button in my signature line below to send your private message to me today!