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  • Report: #408734

Complaint Review: BEST BUY

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  • Submitted: Tue, January 06, 2009
  • Updated: Sun, January 18, 2009

  • Reported By:Rosemead California
BEST BUY
3415 E. Foothill Blvd. Pasadena, California U.S.A.

BEST BUY (Store 125) BEST BUY SELLS DEFECTIVE PRODUCTS Pasadena California

*UPDATE EX-employee responds: how to resolve your issue

*Consumer Suggestion: You Don't Have to Pay

*Consumer Suggestion: You Don't Have to Pay

*Consumer Suggestion: You Don't Have to Pay

*UPDATE Employee: hmm

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With the troubled economy Best Buy is trying EVERYTHING to survive even if it means pick pocketing the consumer. My family witnessed this ploy firsthand at the local Pasadena, CA Best Buy (Store 125). We purchased a flat-screen TV with the extended warranty on January 3, 2009. When we opened the box, we discovered that the screen was shattered from the inside.

We took back the defective product to Best Buy less than one hour after purchasing it. The sales associate called out Jason, one of the assistant managers, to authorize the exchange. Jason informed us that Best Buy will not take back the damaged television and that their warranty does not cover a product that is already damaged.

To add insult to injury, Jason offered a discount if we were to purchase another television. This offer is uncalled for because Best Buy should be obligated to replace a defective product that was sold to a customer within the return policy time-frame.

The next morning we contacted Best Buy Customer Service and was told that the manufacturer is to blame. We proceeded to call the manufacturer and was informed that the store is responsible. After a day of finger-pointing between the manufacturer and Best Buy Customer Service, Best Buy Customer Service informed us that they would leave it to the Store Manager to handle. We have been trying to contact the Store Manager since January 4, 2009 and have been given the runaround (he is either at a meeting or not there, and was also told that he does not have an email address).

I would not wish this headache on my worst enemy. Consumers should beware: Before making big purchases, like electronics, consumers should demand to have the box opened and the product tested prior to the sales transaction. Making sure that the product is not defective prior to purchase will save people from the headache that my family is going through right now.

Joannep
Rosemead, California
U.S.A.

This report was posted on Ripoff Report on 01/06/2009 02:05 PM and is a permanent record located here: http://www.ripoffreport.com/r/BEST-BUY/Pasadena-California/BEST-BUY-Store-125-BEST-BUY-SELLS-DEFECTIVE-PRODUCTS-Pasadena-California-408734. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
0Author 5Consumer 0Employee/Owner
Updates & Rebuttals

#1 UPDATE EX-employee responds

how to resolve your issue

AUTHOR: Kristy - (U.S.A.)

first some insight

the basic problem in this case is that the store has no way of knowing if the TV was damaged before it left the store.. or was dropped by you (the customer) when unloading from your car, or attempting to lift it into position etc.

I've seen dozens of cases like this.. it becomes a judgement call, how long did the customer report the problem after purchase: within a few hours, the next day .. or two weeks later.. is there any damage to the outside of the box, or the foam inside it.. (does the serial# of the TV purchased match the TV being returned) how much have you spent in the store over the last 5 years (the store keeps records of every purchase you make, they also know how much $$ you make at your job either because you told them.. (applied for a credit card) or by the average income of your zip code 90006 poorest -vs- 90210)

usually store managers will give an exchange if it is reported immediately and you don't have a history of high returns/exchanges.. sometimes they will use the arguement above as a denial (it was perfect when it left the store..you broke it & Best Buy even offered to Deliver to your home for a reasonable fee) .. but the one listed in your complaint.. "it's the manufactures fault.. not best buy.. isn't legally legit... you bought the TV from Best Buy.. who cares where they obtain it from..

how to resolve your issue

you need to contact Best Buy Corporate office (not any 800#) during regular business hours with a copy of all paperwork in hand... The phone number is listed on thier website at the bottom "for our investors" then when the corporate operator answers ask for "the executive resolutions dept" POLITELY .. explain everything in detail.. it will take them about 48-72hrs to respond..

while this is going on.. Contact your credit card company and have the dispute paperwork sent out to you.. the next step is to file a complaint with the Better Business Bureau (BBB) you MUST File with the Minnesota BBB Bureau (not your local one, the local office can give you the contact for Minnesota ) although I personally feel the BBB is useless.. Best Buy is a BBB member and required to go through thier mediation process..

if all else fails, the final step is to contact the "consumer reporter" at one of your local TV stations but in order to do this, you really need to have gone through everything above, before they will get involved.

a general rule for all stores..

in regards to inspecting items before purchase.. Store employee's won't open an item before being purchased as it would need to be sold as an open-box item at a discount.. the thing to do, is purchase the item then immediately open it before leaving the store... (if you decide to open it anyway and break a factory seal, withing paying first.. some stores will call the police and charge shoplifting)
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#2 Consumer Suggestion

You Don't Have to Pay

AUTHOR: Rory - (U.S.A.)

If you made this purchase with a third party credit card (i.e. not the HSBC Best Buy card), simply dispute the charge as fraudulent with the credit card company. You paid Best Buy for a working TV and that is not what you received, so most companies will take the charge off no problem. As long as you only do this in rare situations like this you will be fine.
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#3 Consumer Suggestion

You Don't Have to Pay

AUTHOR: Rory - (U.S.A.)

If you made this purchase with a third party credit card (i.e. not the HSBC Best Buy card), simply dispute the charge as fraudulent with the credit card company. You paid Best Buy for a working TV and that is not what you received, so most companies will take the charge off no problem. As long as you only do this in rare situations like this you will be fine.
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#4 Consumer Suggestion

You Don't Have to Pay

AUTHOR: Rory - (U.S.A.)

If you made this purchase with a third party credit card (i.e. not the HSBC Best Buy card), simply dispute the charge as fraudulent with the credit card company. You paid Best Buy for a working TV and that is not what you received, so most companies will take the charge off no problem. As long as you only do this in rare situations like this you will be fine.
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#5 UPDATE Employee

hmm

AUTHOR: Dane - (U.S.A.)

stores can not just open something before it is bought, what if you just decided not to buy it? just cause, then we would have to discount it because you decided you wanted to see it. you can however open it up RIGHT after you pay for it, you dont even have to leave the register and check it out. then if it is defective, return it, and a broken screen is not "defective" was the box damaged?, if the box was not damaged in any way than it was obviously the manufacturers fault. if the box was damaged then you should have checked it before you left the store to be sure, and a protection plan will not cover physical damage on a tv because a tv should not ever. be physically damaged


I do think that they should just replace it for you
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