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tylergill 2 10 January 28, 2016 at 12:56 PM in Online Only (9)

Thread Details

BBB Official Complaint

Customer: Tyler Gill


I had issues with Delivery, Product, Advertising, and Sales. First, upon purchasing a new Samsung TV on their website, I received no official bill of sale just an email. Second, I never received the TV within the stated time frame nor 2 weeks after that, so when I called I found out that they hadn't even processed or shipped it yet. Third, I was told that this TV model was not a retail model but a commercial model, which they do not state on their website. They asked me to pay an extra $200 to get the TV I ordered online. I had to call them multiple times to argue my case and eventually gave in and paid an extra $130 in order to get the exact same TV I ordered on the website according to the website's advertisement of the TV, since they were going to send me the cheaper "commercial" model which also comes with "no warranty"; they did not mention the lack of warranty on their website they actually do list a 1 year warranty, and they do not list this as a commercial TV but a retail TV. I came to find out after I received the TV, that there was actually no difference and that they were just trying to get more money out of me. You can see other reviews to confirm. The TV should have been a retail TV with a warranty. Here is what is included in the box on their site: TV Stand Samsung One Connect Mini Smart Remote Control Slim Gender Cable Power Cord 1-Year Warranty. Fourth, they do not actually sell or ship the TV. When you purchase anything from them, they send the request to 3rd parties (in my case, "Bob's TVs"), and those companies complete your transaction. Fifth, the TV arrived damage. It had multiple pixelation, leaking pixel issues, spot/led damage, and wear and tear on it. It looked like a used tv sent back for refurbished but not actually refurbished due to the screen damage. I called and emailed upon receiving the TV however nobody answered my calls or emails for quite some time. Finally when they did they would NOT let me return it. I contacted both TVSuperStores as well as Bob's TV but no returns were granted as they'd rather have Samsung fix it then them paying for return shipping. I demand an escalation over 4 phone calls within 10 days and was told I could not return it although their policy online says that there is a return period. The product arrived damaged and I was told that I would have to contact Samsung to get it fixed. No returns or exchanges allowed although their site specifically stated that this was allowed--seeing as the screen arrived extremely damaged. They were very persistent in denying my request to return or exchange. Sixth, I ordered the TV in the middle of December and I never received a call until January 27th to have the TV repaired. It has been sitting in the box for nearly two months now. This is completely unacceptable by both Samsung's repair policy as well as TVSuperStores policy in which they state that any repair will cause a ticket to be automatically created and a repair within 48 hours. If a repair cannot be done at least a tech will arrive within 48 hours. Neither of these happened as I have waited 50 days. Seventh, there are so many customer service issues that this company should have warnings listed.

Resolution / Outcome:
1) have the TV replaced or repaired, 2) to be returned the money they conned like they have from others that review their business, 3) to have the business reported by authorities as well as this BBB.

Outcome: company reported to authorities



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Im sorry you had to deal with such a shady company/transaction, you didn't happen to purchase the un8500 model did you? i had similar shadiness through a reseller on amazon. Tv shattered bezel cracked... what a nightmare, i filed and threatened them with a police report, 20 days later 50+ phone calls i finally received my refund. Hope you get this solved, try complaining to credit card company?
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