Complaints

• Initial Complaint

  05/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On May 6, I purchased 2 open box 82" LG TVs from TargetPC at $699 plus tax each. In total I ended up paying $1501.50. Most of the TVs they brought out had damage on the left side of the screen, one had a crack on the top left of screen, even the display one. The associate had to go in the back and dig to find an okay one for me. On May 7th I turned on the TVs and one of them started showing a line on the screen, in addition to a crack that started to show on the top left side. I sent a text to TargetPc explaining the issue and requesting for replacements. They texted me back saying they do not exchange, but offer only refunds. However, before they could process a refund, they needed a picture from the top left side of the screen. Which I have done. After receiving the picture, they are now saying they are not responsible for the damage. I responded requesting to return both TVs and received a follow up response stating they are on private property and no one can comer over without permission. I am requesting a full refund and have all of our conversations documented.

  Business response

  05/21/2022

  Greetings,

   

  Mr ****** ******* purchased two TVs from our store on May 6 of 2022. Our store’s policy is to unpack and demonstrate each purchased TV for customers to be able to see that TV is a new open box item and works as it should. Our showroom is equipped with a video surveillance system and we can offer a footage of this process should you request it. Mr ****** ******* has been shown both TVs plugged in and in good working order. Mr ****** ******* reached out to us on the next day and complained that one of the two TVs is defective and requested a return authorization. According to our company policy, we requested a picture of the TV that is defective. Mr ****** ******* initially provided us with a very blurry images of the “defective” TV that looked like these images were taken purposefully under such an angle that we could not see the entire screen. After multiple requests to provide us with a legitimate picture we were sent an image that you see attached. We have indicated with the red ink arrows areas of the physical impacts that has caused a TV to be physically damaged. Our policy states that we do not take back for refund or exchange any physically damaged items purchased from our store. Mr ****** ******* then decided to return the other TV that supposedly is not physically damaged back for a refund. Please, see attached screenshot where we agreed taking TV back and issue a Return Merchandise Authorization (RMA) conditioned to have clear pictures of a TV being turned on and with the serial number mode on the screen. Mr ****** ******* has denied this request and threatened us with coming along with police. We agreed to taking the TV back as soon as we see the TV is not physically damaged and a serial number is shown on the screen. Mr ****** ******* was also offered a corporate email address for the communication purposes. We have not heard from Mr ****** ******* ever since.

   

  Please see screenshots attached of our communication with Mr ****** ******* as well as pictures of one of two TVs purchased that feature physical damage and a Product Liability Disclaimer Mr ****** ******* has signed after both working TVs were demonstrated at our showroom and our company policies verbally communicated.

   

  Thank you,

   

  Alex K******

  VP of Sales

  Target PC, Inc

  4711 E 355 Street

  Willoughby, OH 44094

  P: 440-602-7075 x103

  F: 440-602-7085

  www.targetpcinc.com

   

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  Customer response

  05/25/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 

  The response from TargetPc business confirms that the business is getting rid of they're damaged non-working tvs at the cost of their customers pockets. The TVs are turned on in the store for less then half a minute. The actual display damage started appearing after about couple of hours when the TV was left on indicating that this damage is not caused from a crack but rather a screen display issue as showed in the photos. The lcd display is the one damaged, not the screen. They haven’t denied the fact that most of their TVs have damage on the top left corner. The associate insisted I send him a picture specifically of the top left corner of the tv after i messaged him specifying the issue. As a worried consumer, i complied with every policy and presented my issues within the 72 hour window and sent the pictures I was asked to present as proof.   5 pictures were sent at different angles and the display damage is clear in every picture sent. There were no original complaints of the pictures I sent until I contacted BBB.
  
  ****** *******

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩