08-29-2019 09:38 PM
My husband and I have spent a combined 5 hours speaking with customer service and attempting to speak with the store and have been given the worst run around I have ever experienced in my life. We purchased 4 TVs a big over a month ago during an online sale. Unfortunately they could not figure out how to ship 4 TVs to our house without charging a shipping fee, so we were forced to pick up at the store over an hour away. We have been doing renovations so did not unbox the TVs until yesterday. Three of them are perfect, one has a badly damaged screen. Given that there is no damage to the packaging and we know we did not break it, we contacted TCL to see if they would be able to replace. They said we need to go to Best Buy since it is physical damage. So fine, we called customer service. Even though we purchased online and were forced to pick up at the store, we are now told that only the store can help us with replacement. Unfortunately the store in Springfield Oregon DOES NOT ANSWER THEIR PHONE. Last night we were on hold for an hour until the store closed and then the call rolled over to an after hours person. That gentleman gave us an email for the store manager. I sent an email there this morning and have had no response. I have tried, and I have also had the national customer service number try to get the store on the phone and it is impossible. So the bottom line is I was sold a busted TV and now no one will take responsibility and replace it. Apparently once you give them money you are out of luck. Buyer beware.
09-01-2019 03:20 PM
Hi there, BrookeKosten!
Welcome to the Best Buy Support Forums!
I understand that you have some concerns regarding a TV that you purchased from us that is damaged. I also understand that due to the delivery fee, you opted to pick up your order in-store, and it's been a little more than a month since you purchased these TVs. With regards to our Return & Exchange Promise, we are only able to accept returns or exchanges of most items during the return and exchange time period. Typically in the event of a damaged purchase, we would ask that you bring the product back to your local store as soon as possible after purchase, so that we can look at the TV and go over any possible options.
This being said, I'd like to look into this for you, but will need some information to begin. If you will please send me a private message that includes the following, I’ll do my best to help:
To send me a private message, please click the button labeled "Private Message" in my signature below.