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Posts: 1
Registered: ‎09-14-2019

Formal complaint

I've recently went to the best buy store in Cambridge (Cambridgeside mall) to buy a TV (Insegnia NS-55DF710NA19). After paying for it my friend and I were told to collect it at the pick up location in the store. There, an employee had a much smaller insegnia TV ready for us. After reporting it, the employee picked up the model NS-55D510A19, which looks exactly the same as the one we payed for, but is cheaper, has less features and resolution. We only noticed the mistake after unpacking it at home. I immediately called customer service to report the issue and asked if we can get the correct TV delivered since we don't own a car. The corresponding employee was very unhelpful and said we would have to rent a car again and return the TV in store. After asking to speak to the supervisor, I was assured that I would get a call, which I never did. Today we went back to the store with the TV (after having to pay for car rental again!) and had to wait for an hour to get the product we actually purchased as we were openly told that fraud is suspected. We eventually obtained the correct TV and asked if there was some sort of compensation for our troubles, but the employees said it was our fault to wait for a week to return the product, so there was no compensation. Even after explaining that we tried to communicate with best buy's customer support and didn't get a call back, and that we did not own a car, the short answer was: no compensation.


We are both very disappointed with the way we've been treated for a mistake that clearly did not originate on our side. Even if we cannot get compensation for this (which any decent company would provide), treating us with more respect and an apology would have been the least best buy should have done. Instead we were treated like frauds, had to report faulty delivery twice, and had to spend money for best buy's mistakes.

Posts: 3,855
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Registered: ‎11-29-2016

Re: Formal complaint

Welcome to our forums, fabioG,


Having to use Uber, Lyft, or any other car service to return your purchases can certainly be an inconvenience, and it’s one I regret you had to go through after discovering the TV you’ve purchased may not have been what you expected.


Please know that as a company, Best Buy does not offer compensation for our customers.  With that said, I would like to look into your purchase further, to make sure we’re fully documenting your feedback here at our Corporate Headquarters, and making sure it is visible to the appropriate parties at our Cambridge store.


For me to document your feedback, I’ll ask that you send me a private message with the following information:


  • Your first and last name
  • Your phone number
  • Your email address
  • The “Customer Service PIN” located at the bottom of your receipt


To send me this information privately, be sure to utilize the blue “Private Message” button located in my signature.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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