On Friday, November 25th 2011 I purchased a Samsung 43” television from Best Buy on Cobb Parkway in Smyrna. The television was on sale for $399.99 as part of their “Black Friday” deal. The one that I selected was already on the floor and I noticed that the box had a few damages already (I’m sure the security cameras are able to capture the damages from when I was standing in line with the item). I also purchased the two year warranty with the item for $64.99. My total came to $488.98.
I brought the television home. The box remained sealed and unopened sitting in my living room.
As months went by the box still remained unopened, unused, and untouched. So, I decided that there was really no point in keeping the television. I still had my original receipt.
On Monday January 9th 2012 I decided it was time to take my purchase back to the same Best Buy with the receipt. I brought the item inside on one of their flatbed carts. I stopped at the security desk at the entrance so that Rosalee may put the sticker on the box. She then directed me to take the item over to the front of customer service for return. At the point when I was at the corner of the customer service desk, the box slipped and fell forward while still on the cart. None of the employees at anytime while I was in the store offered any kind of customer service/assistance. I brought the item to the front desk and presented my receipt. There was a male and a female working at the customer service desk whose names I did not get. The male employee took the television still in its original box, with its original tape seal and brought it behind the counter. I waited and watched while two employees opened the box themselves to inspect the inside of the box. When they took the TV from out of the box they found that on the lower right hand corner of the TV, there was a “spider web like” crack on the front of the screen yet absolutely no damages to the box that contains it.
The employee who first took the box held it up and said there is a crack on the front and they will not accept it.
I tried to point out that I was neither aware of the damage nor did I cause it, further pointing out the fact that the box was just opened for the first time. I was offered to call their consumer relations department. While still in the store, I called and spoke to a Melissa and explained the situation. While I was still in the store, Melissa placed me on hold so that she could speak with the manager on duty. When she returned she said that she was told that it appeared that the box had been previously opened and that they saw me drop the box while in the store and that they would not refund me. I told Melissa that their claim was absolutely false.
I decided to keep my composure, not yell, or curse at anyone and thanked Melissa for her time. I went back to customer service to take the box back and said that I will pursue legal action. The Best Buy employee re-packaged the box for me. I had an employee bring the box to the front of the store and waited about 15 minutes for another employee to load it in my trunk.
The entire experience has left me upset and disappointed in Best Buy’s service. They’re trying to hold me accountable for damaging a never been used product. But, I ask, what would be the purpose of me wasting my own time & money ($488.98) on a product to damage and return it? Further more, they alluded that the box had been previously opened, but anyone with common sense can see that until the item was in their possession it had never been used. I must stress that the box the TV came in still had its original seal when they opened it. I’m sure the in-store surveillance cameras will attest to that.
I have no other option but to declare that the television was damaged when purchased.
I am very disappointed. Not only did I spend roughly 35minutes of my time and $488.98 of my money for a damaged product but Best Buy's employees had absolutely no resolution. I feel as though I was cheated which is a shame because I have always been a loyal customer of Best Buy. Its a shame that my relationship with the company will have to end this way. I have no other option but to boycott Best Buy stores for fear that the next time I make a purchase I might be receiving a damaged product.
Sincerely saddened,
-Tyson
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