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| - I've been a Best Buy customer for several years, but recently moved to Las Vegas, and so far I have been unimpressed by the lack of customer service in this store. But my experience surrounding my purchase of a TV this week has made me swear off Best Buy.
I bought a 40" Samsung Smart LED HDTV for 379.99+tax. When I set it up at home today, the image looked like cracked glass. So I took it back to the store to exchange it. I was surprised to find that they wouldn't exchange it or refund my payment. Why? Because to take it home I had laid it down while in the carton on its back in the back of my SUV. The manager(?) I spoke with said that *they* have to load it in my car, and it should not be laid down on its back.
When I had originally brought the TV to the register to pay for it, it was laying on its back in the shopping cart, and the clerk didn't say anything when she bent down to scan it. It was laying on its back on the shopping cart when I stopped at the store's exit for the person there to check my receipt. Neither said anything about their policy of loading the TV in the car, nor did they offer to find anyone to help me load it into the car.
And the people I spoke with today at the store readily acknowledged that neither the box/packaging nor shelf signage warn against laying the TV on its back or the policy regarding their loading it into the car. The return policy information on the receipt doesn't say this either.
I have two flat screen LED TVs and two flat screen computer monitors purchased at a different Best Buy in the past and was never warned against laying any of them on their back for the drive home, either. Nor was I offered help in getting them out to the car.
The entire time I was in the store looking at TVs (about a half hour) I also was never once approached by a sales associate, although a trio of them stood chatting with each other in the TV department.
Like I said, after buying it, I was not offered any help bringing the TV out to my car. Perhaps if this Best Buy had better in-store customer service, someone might have said something about how to transport it.
With sales tax, I'm now out about $400 for a broken TV Best Buy sold me because I apparently violated a drive it home policy that this Best Buy made no written or verbal attempt whatsoever to tell me.
I have a lot of electronics at home, most of it purchased at Best Buy over the years. I have been a regular customer, and have plans to purchase more of the kinds of items Best Buy sells, as I just moved into a new house from an apartment, and I also need to replace a 6-year-old computer soon.
But today Best Buy made it clear that it no longer wants any business from me ever again.
FOLLOW UP: I escalated my complaint to Best Buy corporate offices. After investigating my complaint, corporate issued me a refund. I used the refund to buy the same make and model TV elsewhere.
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