The Big Screen Store — Attraction in Fairfax

I recently purchased a Samsung S90D from this location and want to share both the positives and areas of concern from my experience.

On the positive side, the in-store experience was pleasant. I knew exactly which TV model I wanted, and the salesperson was friendly and efficient in getting everything checked out and scheduled for delivery. My only feedback on the purchasing experience is that the store prominently advertises “lower in-store prices” on every page of their website, yet I discovered after my purchase that I had paid more than the online price. To their credit, the manager refunded the difference when I pointed it out, but the website claim feels disingenuous and highlights a communication gap within the company.

The real issues began with the TV mounting service. When purchasing the TV, I made it clear I did not need any outlet run or extra electrical work—just a straightforward mounting. Unfortunately, the installers drilled unauthorized holes in my accent wall and ran the TV’s power cable behind the wall in a way that violates Fairfax City electrical code (NEC 400.8 is clear on this point). While they insisted this is “common practice,” it’s still a liability issue and something that should have been discussed with me first. Especially when drilling holes into a customer's accent wall where an unsightly wall plate was not wanted.

Additionally, the wall plate installed under the TV was secured improperly—directly into drywall instead of using a bracket—meaning it will eventually loosen and fall out. For the hole they drilled behind the TV, they installed no wall plate at all. They also left the work area messy: drywall dust on the mount, dusty handprints on the back of the TV and the power cable, and marks on my freshly painted accent wall. It also looks like they missed the studs twice, as there are extra holes drilled into my wall around the studs. Most disappointing, they scratched the back of the TV on both sides while installing the mounting rails.

While the store refunded the installation fee after I raised these concerns, they never truly acknowledged the poor workmanship or the code and liability issues their install practices created. I spent far more time fixing the aftermath than I would have if I had mounted the TV myself—and my TV now has blemishes that reduce its resale value which the store also refused to acknowledge.

Overall, while the purchase started well, the installation was the worst I have experienced. A company’s true colors show in how they respond to legitimate concerns, and unfortunately The Big Screen Store fell short. I hope they take this feedback as an opportunity to improve communication, installation standards, and accountability.

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My husband and I were on the search for a Samsung 75" QLED flatscreen and went here right b4 the Super Bowl. I must mention we were relocating to Myrtle Beach, SC and had no luck locating one prior to a scheduled install from DirectTV down there and were back here in Ffx so thought we'd check for stock. [We did find one in MB finally afterwards.] Joe was helping us and we found out the TV's are shipped from the warehouse in MD so that idea was out but then we saw they carried theatre chairs and other power reclining furniture. So... We ended up ordering a custom Pallaser theatre grouping for our 'new great room'. Joe pointed us to models that were on SALE, one was definitely more comfy and we chose that, we were given prices for 2 different leather grades for the chair. We picked a curved chair, loveseat, chair configuration and actually picked another color of leather which was a different grade and was 100% leather, so more money but we were ok with that. After going back the next day to write up the order, Joe was not pushy at all, we were excited to find out it would only take about 4 weeks for the custom order to be delivered to our home here in Fairfax and could go on the moving truck with our other furniture. A week later, after seeing a green chair at another store, we called Joe and asked if we could change the color on our order as we originally wanted one called Peapod but second-guessed ourselves. He was more than accommodating. No problem! Wow, was I shocked. Ok, this review is too long. Anyway, I called 4 weeks after ordering and was told our order had shipped and 2 days later I was called to schedule delivery. Talk about fast! Now after being in our house for three weeks I can only say, this furniture is GREAT! The headrests moves, we recline, they are all so comfy, we turn on the lights at the bottom, and enjoy our theatre experience! Get the popcorn ready! Thank you Joe and the rest of the guys at the Big Screen Store in Fairfax. Great Store, Great Service,...

Where Nordstrom is the shining example of customer service, this store is the opposite end of the spectrum. Went to buy a couch and loveseat. Loveseat was not available for 4 weeks so I was going to buy elsewhere. Salesman convinced me he could piece together a love seat from pieces in stock and it would only be 3" wider than the showroom model. Arrived 15" wider and just wouldn't fit the room, it's even wider than the couch at 92"! I didn't ask for a refund, just exchange this oversized loveseat for the correct one that I wanted. They said NO and that all sales are final. I even emailed the manager twice and not even a courtesy response from him. It's brand new with tags still on it sitting in my house and can't be used. No having to try and sell it on FB marketplace and take a loss. This is retail, you can find this same stuff somewhere else so I'd highly recommend doing just that.

Mr. Brager this is the first time I've ever heard anything from you personally, I never received any responses to my emails and nothing I am saying is a lie. The only email I received is from the salesman who sent me your email address with no other contact info or I would have just called you. I even gave my phone number in my emails, offered a potential compromise to absorb a restocking fee and asked you to call me and I never heard from you. I haven't called the store at all since the delivery so what calls would you block?? Look, I had no interest in hashing this out via a ridiculous thread but this is the first time I've heard from you "directly" and had no other contact info for you. I will gladly take you up on your offer of reviewing your video tape, let's schedule a meeting. Again, you have my phone number to call me and...