The Big Screen Store — Attraction in North Bethesda

I ordered a 65" Samsung Frame TV through Amazon, That was sold by The Big Screen Store. I'm a life long DC resident, and I was Very happy it was sold to me by a local shop I have known and purchased from in the past.

I received a very nice phone call assuring me that The Big Screen Store was my partner, and as one of their customers they would give me a discount for the next 30 days on a sound bar or any other accessory I might need. This was terrific and happy I was dealing with this company.

While installing the TV, (I've installed many wall mounted TV's since they were first wall mounted) I ran into a problem because Samsung had incorporated a new mounting system (essentially a French cleat), and the alternative was a non traditional VESA configuration (400x300).

I called my local Big Screen Store to ask if they had any experience with this TV, could recommend an adapter, or offer some advice. I had been told I was their customer.

The person I spoke with told me he's been in the business for 30yrs, and he warns people about how difficult it is to hang this TV with the new Samsung bracket (It's actually very easy, but would not work on my porcelain wall) I explained again that I was asking about the nonstandard VESA configuration (400x300), and he had no idea what I was talking about. He said he's in sales and can help me decide which TV to buy but doesn't know about installation and perhaps I should call a company that does that.

He asked where I purchased the TV and when he found out it was purchased through Amazon he told me well we can't help you anyway you bought it from Amazon and we didn't get a commission on the sale. So much for being a Big Screen customer. I can only assume that only counts if I want to purchase more equipment, not if I'm asking a simple question.

The original rep called me about 40min. later to understand what I needed. I had already figured out a solution and had the TV installed by that time.

Very disappointing experience. It started out very well, but fell apart when I reached out...

Me and wife were shopping for new furniture, sofa/TV and we couldn't just buy anything due to our recently new purchased home. We visited the big screen store in rockville a few months before we settled on our new home. We had checked out a few furniture stores in the area, but we were not impressed of the comfort/size in the couches and also customer service. I was also looking for a TV as we needed one for the home theater entertainment. I had also visited best buy and the staff was too pushy into buying a TV which is why we didn't purchase from them. After driving to different places and looking for sofa's and TV, our last stop was checking out the big screen store. As soon as we walked in, we were greeted by Barry. We told Barry we are just looking and that we would be back for a purchase in a few weeks. Barry understood and was NEVER once pushy. We sat down and checked out the 82" TV's and we had a full conversation of different things. It was like we already knew Barry. Barry is wonderful and understanding. The sofa's are so comfortable that i almost fell asleep at the store. As mentioned before we had visited other big furniture stores but none compared to the big screen. The service we received from Barry was above and beyond that we came back after signing our new home and purchased a new sofa. Had them delivered and noticed 1 was either not installed correctly or was damaged. My wife wanted to exchange the sofa's for a different style and we told Barry. Without any issues Barry went out his way to have the sofa's exchanged. The service provided from Barry made us return to the store a few days later after purchasing the sofa's and purchase a new 65" TV. Although its not the 82" that we wanted but i know 100% we will return and i will also let my family and friends to come see Barry.

Thanks...

Very disappointed and frustrated with my shopping experience at the Rockville Store. UPDATE: The general manager, Jason Brager, called me the same day I posted my review. He asked if I would be willing to talk to him about my negative experience with the store. I was impressed that he didn't throw his people under the bus, but instead spent a couple hours on the phone talking to all parties involved before discerning that mistakes had been made and he fully owned them. (Did not lay it on the employees, I respect that.). Additionally, he could have just refunded my money and that would have been sufficient. However, he asked if he could possibly earn back my trust with The Big Screen Store. He didn't want the sale, he just wanted the opportunity to restore their reputation. I respect that also. While I was reluctant, I did in the end find his sincerity and professionalism worthy of risking working with them. In the end, my TV was delivered and installed promptly and the installer, Romeo and his helper, did a great job. They took time to show me how everything worked. Jason called to check and make sure everything was to my satisfaction. To summarize: Everyone makes mistakes and I accepted the apology for the manager and the resolution to the issue. I do appreciate a company that stands behind their word and reputation. Kudos to Jason for running a...