Report: #864876

Complaint Review: Best Buy

  • Submitted: Fri, April 06, 2012
  • Updated: Fri, April 20, 2012
  • Reported By: Tim — Minnesota United States of America
  • Best Buy
    1643 County Road B2
    Roseville, Minnesota
    United States of America

Show customers why they should trust your business over your competitors...

I bought a TV from Best Buy and just opened it up and turned it on. The screen was all screwed up and It was not dropped or damaged by me. I tried to exchange it for the same model and they refused. I spoke with Richard at the Roseville, MN location and he said that not all customers leave happy. I guess this is their new motto. Hopefully, this location will close soon.

Richard would rather lose a customer over an exchange of TV than to have the customer leave happy. This type of service will lead to the downfall of Best Buy. In this economy, if a store doesn't care about good customer service, why should consumers spend their money there with so many options and a tough economy. 

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This report was posted on Ripoff Report on 04/06/2012 12:42 PM and is a permanent record located here: 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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#1 Consumer Comment

You got me on that "in the know"..

AUTHOR: Ronny g - (USA)

I should not have resulted to personally insulting you and for that I openly apologize. It just gets at times a little frustrating trying to "reason" here you would agree I would think.

However I do still strongly feel that Best Buy can survive because of "touch and feel",,and the most important thing which they may "I hope" realize is "question".

From the reports I have read this is going to [finally] be a strong focus. If they fail at it again [customer service] then yes...there will no longer be a place to physically go for "service", but just training society on how to "buy". Is this what you want?
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#2 Consumer Suggestion

Brian Done

AUTHOR: IntheKnow - (USA)

"As far as Brian Dunn..he RESIGNED you idiot. Read much?  Granted I am sure he was more so "pushed" out then actually "resigned", I can say for the sake of any of us who like shopping at Best Buy and touch and feel before we buy.."

@ronny g - It appears as though Brian Dunn was involved, allegedly, in his own "touch and feel."  I believe the performance of BBY and his lack of vision had a lot to do with the Board of Director's pushing him out as well.

As to my providing evidence to you about BBY's vendor relationships, well, maybe years of speaking first hand with buyers, first hand actually performing RTVs (and thus seeing vendor policies for all video, audio and computer products), running retailers, working directly with 3rd party warranty service administrators gives me a bit of info here - but obviously that's all I can say - I'm sure you'll understand.

BTW - what's with the name calling? You do remember the rules of debate - the one who resorts to name calling and vitriol loses the argument.

@ronny g - do you really have to feel TVs?  GPS units? laptops? audio receivers lacking a sound room? Ipods?   Expert and peer reviews on CNET and Amazon trump any advantage of brick and mortar in the consumer electronics industry.  No hassle, no tax, no shipping, no exposure to nonsensical services.  Consumer electronics retail businesses are failing, some quietly, others not.   BBY's downsizing, Sears will become appliance and power equipment, OfficeMax is holding on for dear life, Office Depot store counts are dwindling, 6th Avenue is toast, Conn's has never recovered from its warranty scandal, etc.

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#3 Consumer Comment

I'd have to disagree.....

AUTHOR: Ronny g - (USA)

With any major purchase you should inspect the item before you leave the business with it. The business can decide to handle it any way they want and "expecting" them to do something is not always going to work in the consumers favor.

Now a TV for example has a warranty. So if you get home and it does not work it would be expected that the business exchange it...I believe Best Buy will cover this for 30 days and 1 year manufacturers or you can buy protection plans to extend protection from defects. Physical damage is not covered under warranty and they do not have accidental or on purpose damage plans to protect TVs

Last time I was in Best Buy I noticed stuff laying around with the boxes torn open so it seems there are customers that do this. Problem is they leave a mess for someone else to clean since they are disrespectful, inconsiderate slobs. But with a TV an associate is going to have to get it out of stock after you choose to buy it since a working model should be on display. That means the consumer already knows what the TV looks like so no need to rip open the box until they are ready to buy so it can be inspected for physical damage. Just ask the associate to open the box. They will have no problems taking a few minutes to do this for a wise consumer. Now if they see the screen is "all messed up", they won't get stuck if it actually was damaged in shipping, nor put Best Buy in a position to have to explain that is not covered and how do they know the customer didn't drop it or an angry spouse threw a glass at it or whatever many ways a TV screen could get "all messed up".

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#4 Consumer Comment

Inspecting items not always practical

AUTHOR: voiceofreason - (United States of America)

Ronny, it is rarely practical for customers to have electronics packages opened, emptied and fully inspected before walking out of the store, especially big items like TVs, not to mention items whose boxes are sealed with tape, wrap, etc, and components often wrapped in padded bags, many you can't see through, forcing inspectors to open, sometimes rip them open.

If everyone insisted on doing this before leaving, stores would become scenes of bedlam.

Best Buy and customers are expected to act within reason.

If a customer brings back a dead TV shortly after taking it home, in a condition that makes it reasonable to assume it left the store in the same condition, the store should exchange or return without issue. "Screen messed up" doesn't equate to me to the TV having joined the WWE as a wrestler.

Even were there some physical damage to the set, it could happen from the box being jostled while in the hands of BB's stock room, warehouse, truckers, or even prior to their receiving it.

I worked at a store in my youth as a stock boy where we used to pla assembly line catch with air conditioners, let alone everything else being delivered off the truck. And yes, occasionally this or that would fall splat on the floor, and still get stocked, and sold. Many times the boxes showed no signs of distress. That didn't mean what was inside survived as well.
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#5 Consumer Comment

To "In the know" do you know?..

AUTHOR: Ronny g - (USA)

..exactly what BBY's agreements are with their vendors? Are you a buyer or seller for BestBuy? Or just making assumptions based on ..well would you care to post factual information as to what these assumptions are based on?

As far as the selling of damaged goods it is not something I or anyone else in this particular report "extrapolated", but it is implied. What my point was is that it seems YOU seem to think just because Best Buy has buying power ,that you expect or even more then that think it is some kind of "right to expect" that if a customer tries to return an item that looks like it was in a wrestling match with a T-Rex...Best Buy should just eat it?. Well maybe they determined in a feeble attempt to profit that no.. they are not going to assume responsibility for stuff they sell once t leaves the store if it was damaged by the customer. Unless they sold the customer the item under the premise that they will cover damages caused by them once it leaves the store... or assume responsibility if they can not reasonably conclude who caused the damage..only that it was NOT the fault of Best Buy?

Imagine that? A BUSINESS trying to protect it's best interests?? In America? No..we can't have none of this now can we??

As far as anything you posted after that all I can say is you may not have the ability to simply shop on your own. For your own good bring someone with you who can read and ask questions and not be a fool. Because if you are a fool and rip yourself off..Best Buy or anyone here is not only going to not care.,,,but possibly mock you for it.

As far as Brian Dunn..he RESIGNED you idiot. Read much?  Granted I am sure he was more so "pushed" out then actually "resigned", I can say for the sake of any of us who like shopping at Best Buy and touch and feel before we buy..I hope they do not replace him with a bean counter.
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#6 Consumer Suggestion

No Need to Sell Damaged Goods

AUTHOR: IntheKnow - (USA)

BBY's proprietary agreements with its vendors allow for x amount of returns in a given period.  This may be dollar amounts or quantities based on model #.   There is such a thing as "damage from shipping."  This is built into the cost for returns for the mfr.  No one expects the retailers to sell damaged goods and I don't know where you extrapolated this from. 

BBY, with its restrict return policies, deceptive selling practices, unfulfilled service contracts, etc. are paying the price.  Regardless of the rosy picture some of you paint of BBY, the 50 store closing just meant the 50 least profitable stores.  Guaranteed there are more whose net profits are in the red.   Brick and mortar retailers cannot afford to lose any customer due to bad experiences.    Personally, there is not one piece of electronics that I have had the urge to purchase from BBY.  Never will.  You're right, there are still tons of dumb American consumers who succumb to some form of misinterpretation, or sales practice idiocy at BBY (and others). 

Congratulations Brian Dunn on the foresight to turn BBY into a showroom for Amazon, and even Ebay.  The consumer electronics industry is literally at our fingertips, and may archaeolgists deem BBY the next extinct dinosaur.
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#7 Consumer Comment


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

Yes, I love Best Buy and have never had any kind of problem at all. The stores are inviting, the people are friendly and helpful.  Of course the kids who work there are not 3rd generation experts on every item but I've never had anyone lie to me.  There is a difference between lying and just being wrong about something.

I don't think I'm an unusual case.  I know several people who happily buy products there. I sure hope they don't go out of business, I would miss them and I really don't think thousands of people losing their jobs is a good thing. 

I have to agree with Ronny G on this one.

Do your homework and figure out how to successfully shop.  It's really not that hard.

And NO, I do not work there and don't know anyone who does.  I'm just a satisfied customer.

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#8 Consumer Comment

Yeah they are in the business of reselling damaged returned goods lol.

AUTHOR: Ronny g - (USA)

No but think if you were this business owner or manager held accountable. It is not a matter of "every" return with physical damage being assumed the customers "any" damages not being assumed Best Buys Fault.

I do not know how many times this has been posted but returns COST the store and company money. They are a BUSINESS and NOT a CHARITY so the consumer has some responsibility to know how to shop there.

You also need to realize Best Buy does not give a flying ***K about threads like this and do not reply to them. They have more customers happily and successfully able to shop in a single store in an hour...then all the complaints posted here against them since this website was created.. essentially it does not effect their bottom line any more then if they entered a big fat ZERO in this category but I am sure this category does not even have to exist in their financial reports. No degree in economics needed to figure that one out. I do not think they have a column in the financial report where there is a place to enter.. "idiots that hate us"

Some of us have decided to try to respond as consumers. If it falls on deaf ears so be it but I can shop at Best Buy whenever I want and do not seem to have these kind of fails and drama. Why is that? It is just a freaking DEPT store...why or how do some people fail at shopping at a dept store? That may be the bigger question.
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#9 Consumer Suggestion

Outstanding Customer Experience Should not Require a Trial

AUTHOR: IntheKnow - (USA)

So, every return (within policy period) where there is physical damage is customer's fault?

Having clout means that the mfrs/vendors allow a little more leeway than those who purchase lower volume.

Outstanding customer experience means the customer gets the benefit of the doubt.

"No" is not in that vocabulary.  There is at least a middle ground with every "problem."

Take the item back, issue store credit.  This would avoid threads such as this.

That's what outstanding companies do.

I have yet to see a national Customer Satisfaction Survey place BBY in the upper echelon.

Maybe that's also one of many root causes of why Standard and Poor's are primed to rate BBY's credit as "junk."

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#10 Consumer Comment

Right to expect them to get screwed?

AUTHOR: Ronny g - (USA)

I agree. It is much easier for any big box to ship a defective piece of merchandise back to the vendor then resell it again since the only result of that will be an angry customer returning the merchandise. 

However unless the item looks like it was dropped or abused, it would be covered under warranty..30 days through Best Buy in most cases, and one year through manufacturers in most cases.

It is not Best Buys fault if a customer drops it or if it was damaged in shipping or just simply a defect out of the box. It is always a wise idea to inspect something before you walk out of the store so if it is damaged you don't get blamed when you try to return it the next day.

The only info we have to go on with this report is that is was not dropped or damaged, but that the "screen was all screwed up". So there is obviously more to this story but of course if you are biased against Best Buy or big box retailers will assume it must be a scam by the retailer. 

There is no "right" to "expect" anything but that a business has policies in place to protect them from liars. It would not be in their interest to not return an item that has no physical signs of damage and does not work out of the box not to just return or exchange it..and this is their policy and what they do. Why this customer could not return or exchange it may require further investigation.
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#11 Consumer Comment

About the "right"

AUTHOR: voiceofreason - (United States of America)

I'm saying a big box chain like Best Buy can get defectives shipped back to their vendors a heck of a lot easier than a small mom/pop shop can, let alone a non-authorized reseller.
Best Buy has clout with the manufacturers probably exceeded only by Walmart, Target and maybe Amazon.
Part of the draw of buying from a chain like that is you expect them to have your back if you unpack a frigging TV and it's dead on arrival.
Hence, the right to expect better. If Best Buy is now lowering itself to the less helpful level of regional chains with less stellar reputations, like hhgregg, then Best Buy is truly headed for the trash heap.
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#12 Consumer Comment

What is a "right to expect better"?

AUTHOR: Ronny g - (USA)

Just a question.
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#13 Consumer Comment

Take Ronny's advice

AUTHOR: voiceofreason - (United States of America)

Don't stand for that garbage from a big box store from whom you have a right to expect better. It's not like you bought the TV off of a shyster operating out of a van, or some clip joint catering to tourists.

Insist with their corporate executive offices that they make the store take the dad-blasted POS back from you and don't hesitate to take the location  to small claims court if they refuse.

Yo, Outlaw and I am The Law, where are you guys now? Has Team Rebutt now met your Occupy Wall Street qualifications, now that we're documented blasting a big bad corporation and defending a complaint against them?
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#14 Consumer Comment

Do you always give up so easy??...

AUTHOR: Ronny g - (USA)

..with everything in life?

Granted if you left the store with a new TV and try to return one that looks like it fell off the Empire State Building later on or the next day,,they may tell you to pound sand.

But you are claiming that is was "all screwed up" and was not dropped or damaged.

So some Richard told you not all customers leave happy and you think fighting this means lodging a report here at this joke site? need to do more.

Contact their corporate offices...I will even leave the info..

Best Buy Corporate Office Headquarters in the USA:
7601 Penn Avenue South
Richfield, MN 55423
Corporate Phone Number: 1-612-291-1000
Corporate Fax Number: 1-612-292-4001
Corporate Email:

 But even if you call them request even if they do not do this by default, to respond via email. Then you can copy and paste their response here so we can get another side to this story and not just what you claim some Richard said. See how this works?

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#15 Consumer Comment

I learned this lesson

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

I had a similar experience at a different store.  That's why when I bought my last TV at Best Buy this time, I asked them to unbox it and plug it in at the store before I bought it. 

They didn't have a problem with that and agreed with me that it's a good idea.  At least I knew the screen wasn't broken.

This doesn't help you but it might help someone else.
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