Best Buy Lansing

Very helpful at the counter for warranty information

Customer service is pushy and unhelpful. We hardly watch TV and just wanted a simple one. Joaquin kept trying to upsell us on accessories that cost more than the TV and telling us our choice was bad while attempting to upsell us on a TV that was 4x what we wanted to spend. We are considering just returning the TV and buying it elsewhere. Ruined us on Best Buy for good.

I purchased an open box Sony BRAVIA 9 advertised as being in Excellent condition, only to discover that the screen had visible streaks and marks all over it. The TV itself works, but the condition of the screen is far from what I would expect from an item advertised as Excellent, especially considering that the matte display is one of the TV’s main selling points. What makes this experience even more frustrating is the complete lack of follow up from the store. I received no response. I then spent considerable time trying to reach someone by phone, only to be transferred seven times without ever getting meaningful assistance. I understand that open box products may have minor imperfections, but there is a significant difference between normal wear and a product being inaccurately represented. Customers should be able to trust the condition descriptions provided by Best Buy, and when something goes wrong, they should be able to reach someone willing to help resolve it. Unfortunately, this experience has left me extremely disappointed with both the product’s advertised condition and the level of customer service I received.

Unfortunately, I’m very disappointed with purchase. None of these issues were disclosed to me before I bought the TV. The only thing I was told was that the remote was missing. When they brought the TV out without a box, I asked about the original box and was simply told that there wasn’t one. The TV appears to have been repaired before, and there is a large bulge on the back left side. It also has over 5,570 hours of usage, which is quite significant. After turning it on, I started hearing cracking and popping noises coming from the TV, which is also concerning. I can understand the remote being missing since that was disclosed beforehand. However, I was not told about the previous repair, the bulge on the back, the high number of usage hours, the noises, or the fact that the TV had no box. What surprised me the most was how an 85-inch TV was handed over to me. It was simply wrapped in plastic with no box or proper protection. A TV this large needs to be properly supported during transportation. Without adequate packaging, the panel can flex while being moved, potentially causing serious screen damage or even breaking completely. Overall, this was not the condition or level of packaging I expected, especially since none of these issues were mentioned before the purchase. The only reason I’m giving one star is because the employees helped me load the TV into my vehicle, and I appreciate their help with that.