Best Buy Burleson

Me encanta sus productos electrodomesticos aon muy responsables

Good location, well stocked. Staff was very helpful

Me and my family have been purchasing electronics and electronic accessories from Best Buy for a long time now and for the most part, all of those purchases have been fine as the products haven’t malfunctioned and have worked as intended. Our last purchase, however, was for an LG OLED TV which was purchased not even a year ago and has since stopped working. We called Best Buy to see what could be done and what options we would have to resolve this faulty TV; a TV that the sales rep had mentioned would last a long time and would have no issues, but is clearly faulty. When being connected and being placed on long holds numerous times and then being disconnected and having to call back to be placed on long holds again, we get the runaround of having to contact LG as that is their problem. We did that and LG gave us the runaround as well. Didn’t give us any sort of timeline when it would get repaired/replaced, and said we would receive a call within 48 hours (a call we still haven’t received and it has been 2 weeks now). After getting off the phone with LG, I called Best Buy and got transferred to a sales rep who kept saying that there is nothing they can do and I would have to just deal with LG. I asked to speak to a manager and was placed on hold for over 37 minutes. Spoke to the manager on duty who said she would call us the next day around noon and do a 3 way call with LG and make sure that they get us a replacement for the TV as it is faulty. They did call, but didn’t do the 3 way call as mentioned and instead, just repeated that this is an LG problem and there is nothing they can do. When I heard this after getting home from work, I called again, and this time, placed on hold for 43 minutes while waiting for a manager. Manager apologized for not following through on what they originally said and got us over to their representative to do the 3 way call. On said call, LG said the same thing to them as they did with us and didn’t provide any sort of definitive time frame as to when this issue would be resolved. I brought up solutions to the Best Buy representative like letting us return it to them for credit, using that to get a better TV and they can then deal with LG on the back end, get the TV fixed and sell it as a marked down product. They dismissed that all together, didn’t offer any solutions that would fix this issue. They even went as far as saying that even their extended warranty wouldn’t do anything in this scenario as it doesn’t kick in until after the manufacturers warranty expires. So spoiler alert to anyone who buys that scam of a warranty, don’t. Save your money. This is not a company that cares about its customers, or looks to ensure its customers are satisfied when things go awry. Such a shame too as now me and my family will shop elsewhere. I can get better service from online transactions through Amazon than Best Buy at this point.

Nice customer service and good communication