Originally Posted by Speakerphile
Well, your post was misleading at best. Maybe try telling the entire story next time. Or maybe even something that comes close to resembling what actually happened.
You are right about your experience though. That would definitely suck. This situations are different though. Had you accepted delivery, they would have had to wait to receive the TV back. Am a little curious about the reason for not letting you exchange though. What model TV was this and was it a model that they carried normally in-store? Was this recent?
Misleading at best? Try telling something that resembles... next time... huh? What's that all about, guy? I think you should read my original post again, this time without making any assumptions. I didn't hide or distort anything (why would I?) My plasma purchase accounts are completely true and each stands on its own, regardless of whether you read the simplified version or the complete version. Customer service at the B&M, piss-poor. Customer service at the online retailer, stellar. That's that. The extra details don't change anything, other than to explain that the issue had nothing to do with *your assumption* that the B&M's employees questioned my claim that the TV was shattered before I left their store. I never said nor did I imply that they questioned this claim, I said that their handling of the situation was appalling. It was, and you clearly agree.
Anyway, yes, it did totally suck. And whatever might have happened had I accepted delivery on the online retailer's broken TV is irrelevant; the online retailer's delivery policy *requires* the delivery personnel to open the package and inspect the set with the customer. Therefore there was no chance that I would not have returned the broken TV. See? That's what I mean. Customer-friendly policy. Making me feel safe, and like they give a damn about my experience doing business with them.
Do you want to know the kicker? Here it is: even if I had for some reason accepted the shattered TV, the online retailer's policy gives the recipient of a broken set two months from the delivery date to return it.
So in fact even if I hadn't refused it upon delivery, had sent the driver on his way, and I had discovered it some hours later, say, then they would have shipped me out another set while they waited for my return. Yes, this is absolutely true. You could make a single phone call to them to inquire about their damaged-large-item exchange policy to verify what I am saying, if you were interested.
As for why the B&M wouldn't let me do the exchange, I explained that already. I purchased my Samsung PN50C550 from the B&M's web site, so that I could simply pick it up at the store--something they claimed would facilitate a speedy, more convenient transaction. I did so. I brought it home, it was shattered. I brought it back, and at the store, they told me I couldn't exchange it, since it was from a "different inventory system," whatever that can mean, given that it was an in-store pickup (it meant nothing meaningful to a customer--the model was on display). Because it was bought from this "different inventory system," it would have to be processed as a refund, taking some 7-10 days. Simple as that. The store carried the part, because it was from the store that I retrieved it, and again, it was on display. This fiasco transpired in April of 2010.