Best Buy — Local services in Upper Moreland Township

I purchased a tv on 7/13/23 from the Best Buy's (BB) website. The tv was described as an open box excellent item -defined on the BB website as: (Products in Excellent condition look brand new — with no physical flaws, scratches or scuffs — and include all original parts. The product will be in its original packaging or a suitable replacement box). I picked up the tv from the BB store in Willow Grove, PA. When they brought the tv to me, it was in bubble wrap. I immediately questioned why? The sales lady told me that excellent doesn't require a box. I knew it should’ve been in a box but I did not have a printout with me of the definition of open box excellent item with me. Therefore, I erroneously relied on what I was being told. I then asked, how do I know the screen isn’t scratched? She opened part of the bubble wrap to expose the screen. I did not see any scratches. Then I asked, where is the stand and the remote? The sales lady said that it may not have one. At this point I am about to cancel the order. However, the gentleman who rolled out the tv, reassured me that everything was taped to the back of the tv in a foam baggie. I saw the shadow of the baggie through the bubble wrap and decided to take the tv. I was so disappointed when I unwrapped the tv at home. While there were no scratches on the screen, there were scratches on the back of the tv. As I continue to unwrap the tv, I notice there was no tv stand. Mind you, I was told that everything was in the baggie. I was so upset that I received an item that was not as described even after I asked all the right questions. I returned it on 7/14/23 but this time I had a print out of the criteria for open box excellent items. I spoke with, Will, the manager. I said I did not receive a tv in excellent condition but rather in fair condition. I explained all the flaws (no box, scratches, no stand) with the tv which did not match the criteria for a tv in excellent condition. He too said that the tv did not need a box. I pulled out my print out of the definition of open box excellent which states the item will have a box, no scratches, and include original parts. I reiterated that the tv I was handed was not as described and maybe I was given the wrong tv based on all the flaws the tv had. He looked up in the system and he said I was given the correct tv. To which I replied that the open box excellent criteria doesn’t match the tv that I was given. Will was polite and did apologize for the mishap and I received my refund. Lessons learned: Best Buy employees have no idea what the criteria for open box items are, always bring a printout of the buying option conditions, and check the item before you take it home. Do not rely on what the employees are telling you. Side note: a different employee from Best Buy privately told me that this happens all the time. Customers are given items that do not match the described criteria on the website. To me it sounds like a lawsuit...

I am editing because the response from best buy is hilarious. Why would I want to continue working with your social team?? I put in a complaint and you want me to work with your social media team to rectify it? Not management, ? Maybe instead of playing around on social media people should be joining their job in store? But thanks for your insight, Brandon.Now I know what the real problem is.

I'm completely confused as to why they even call this a store. I've had two bad experiences lately but yesterday was the worst of the worst. I called ahead and asked them if they could handle an iphone trade in for verizon. I was told yes. We walk in and there's an enormous Verizon sign and the greeter said someone would be with us in five minutes. 2 employees stood at the phone display goofing off For over ten minutes. I finally asked them if they were the ones supposed to be helping . They obviously were more interested in getting to know each other.But when I asked if they could help us she said all she could do was sell me ATT. After about 30 minutes I started to take note of all the employees standing around goofing off with each other And I was surprised that nobody had ever come to check on me, so I went back up to the greeter who had promised me it will only be five minutes. He said there's no way.I should still be standing there waiting and he'd send somebody right over. He looked like he was actively doing that. With all of the employees that were standing around I don't know why it was so impossible. Another fifteen minutes goes by before a very young girl , Very professional comes up and tells me that I will only get a $100 for the trade in if I do it at Best Buy and that i should have went to verizon. If they didn't want this sale why didn't they just tell me on the phone before I arrived. . Why did they make me wait forty five minutes for the one employee whi wasn't standing around goofing off. Why have the verizon sign up to begin with. As I mentioned I had 2 other situations wirh best buy over the last six months or so and they're not that far off. They have a ridiculous amount of employees walking around talking to each other, but when you ask someone for help they say they're not the person for that department, And the person for that department is never anywhere to be found. I wasn't the only one having this problem yesterday or the other two times. Best Buy is literally paying People to stand there and say I can't help you. And I was the biggest fan. I'm sure my husband and I spent more money at best buy over the last twenty years than most people but I won't be going...

I stopped going to Walk Mart due to the apathetic seemingly mindless workers at the customer service desk telling me my check was not able to be cashed and carelessly doing the "next in line" shyte 3 times in a row after I had been successfully cashing my check there for 2 months straight. (Other locations cashed my check just fine TY Acme) In my quest to refuse purchasing items from Walmart Mart (which is surprisingly difficult to change variables around accordingly BION) I Chose Best Buy as my store of choice to obtain a new Prepaid Cellphone due to one other good experience and my reasonable belief that it would be a convenient experience for me. To summate quickly, my mom was allowing me a loan by placing the order online and choosing me as the one to obtain the parcel. The BestBuy website drop down menu would not allow her the option of me coming in store, so my sister who had plans for the day selflessly took me to the On Site location to grant me the same loan in exchange for my mom refunding her next day. I had already chosen the phone model and carrier online due to two flaunting (so I thought) specs. 16 gb MEM 8mp CAM. We returned to our house only for me to discover the phone made a piece of turd look savvy. I called Best Buy immediately and asked if an exchange could occur and my sister had already left for her daily plans. The customer service associate was extremely kind and said it shouldn't be a problem as long as I had a receipt. Well, it turns out they couldn't take back the Boost Mobile phone card (25$) and I had no funds to increase the Make and model of the phone, only the store credit on the receipt. They then proceeded to work with me for an hour until we obtained a Satisfactory Situation and the Manager on shift went through some expert level back doors to post void the phone card. It was wonderful to have a company work with me, and I told them I had chosen not to give Wal Mart business and chose them. Today was exactly why. Good customer service still exists and cause of that I'll get my phone cards from Best Buy, and any other...