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Business Profile

TV and Radio Dealers

Video Only

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in TV and Radio Dealers.

Complaints

This profile includes complaints for Video Only's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Video Only has 18 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

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    • Video Only

      290 Andover Park E Tukwila, WA 98188-2970

    • Video Only

      1643 S 352nd St Federal Way, WA 98003-8307

    • Video Only

      19220 Alderwood Mall Pkwy Lynnwood, WA 98036-4800

    • Video Only

      2823 Chad Dr Eugene, OR 97408-7335

    • Video Only

      1643 S 352nd St Federal Way, WA 98003-8307

    Customer Complaints Summary

    • 5 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/23/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      My surround sound from video only was set up by ********** contesting person who sets up the equipment thru video only . I paid him ****** set up 22 .00 for adapter I had to buy they said.and the surround sound didnt work they broke it . After setting it up it didnt work . Id also want ****** for surround sound box .They said ***** his helper hed come back and replace surround sound box and hed pay for it himself never did . ****** and ***** will not respond back to me at all! They cashed my check ***** who tried to put it together originally said hed replace it all. And hes pay for it himself. I have a witness too who talked to ***** on the phone. Still have not heard back its a month nowafter many calls and emails texts! I want my322. 00 back that they cashed and a new surround sound that they broke. I have a witness that checked it said its broken . I still havent heard anything from them. Id love to get my ****** cash back have them and ****** for surround sound back store manager wont do anything either hangs up on me .

    • Initial Complaint

      Date:05/09/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On 4/29/2024 I purchased a new **** XR77A95L OLED tv from the *********** Video Only. I was told that if I had any issues with the tv that I could get an exchange or full refund within 30 days. Once I got my tv installed, I noticed what looked like something on the right side of the screen, possibly from packaging? It looked like something had rubbed on it. I followed ****s recommended cleaning process, but it didnt help. There is large area where the screens anti glare coating is gone. It is very noticeable any time it reflects light and is visible when watching dark scenes in a moderately lit room. Apparently others have had the same issues. Im also having issues with the sound cutting out and having to restart the tv to get the sound back on. Im very knowledgeable with audio/video equipment and have determined it to be tv defect. The sales reps at Video only are telling me they wont exchange the tv despite their writing policy. They wont acknowledge there is a problem. I even sent pictures and videos. They never call back or respond via email. When I call them, they dont seem interested in resolving the problem. Ive also attached a picture showing the issue. You can clearly see the reflected light has a blue color in the damaged area. This is their written policy. 30 DAY REFUND POLICY .1 If for any reason you are unhappy with the equipment you purchase from VIDEO ONLY, you may r e t u m i t f o r F U L L R E F ***** o r e x c h a n g e w i t h i n 3 0 days of purchase/delivery. Units must be factory sealed.2. "Opened-box" units may be returned for exchange credit only, providing they are in "as-new" condition with all original packing and accessories.3. Ano-charge exchange on units with manufacturer's defects may be made within 30 days, providing the units are ni "as-new" condition with al originalpackingandaccessories.Exchangeunitsare then eligible for exchange or exchange credit only.4. To qualify for the above privileges, you must present your original VIDEO ONLY Sales invoice!5. Units with damage other than manufacturer's defects or units without original packing and accessories are not eligible for retum or exchange.

      Customer Answer

      Date: 05/14/2024

      Greetings,

      I have been notified by Video Only that a replacement TV has been ordered and will arrive by Friday the 17th.
      Unless something changes, I consider this complaint resolved.

      Thanks

      ***********************

    • Initial Complaint

      Date:11/25/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      About a month ago (late October), my partner and I purchased an ** 77" OLED TV that was advertised for $2499. The store, in **********, offered us a $300 trade-in credit for our existing *** So we ended up paying $2199 plus tax for the *** About two weeks later, Video Only advertised the same TV for $2099. I called the store to get the difference back and they told me that I had to come into the store and bring the original receipt. A few days later, we went to the store and presented the original receipt. At first, we were told that the price went up again to $2199. One of the employees said that he would honor the $2099 price... so far, so good. When they computed the price difference, however, they did not include the trade-in value my original TV, which they have already taken from my house. So, they only offered us a $100 difference, not the expected $400. After speaking with the regional manager on the phone and trying to explain to them that they had essentially "stolen" our original TV, we were still not able to get our expected difference of $400. When asked about getting our old TV back, they said that they did not have it anymore. This was an extremely frustrating experience with Video Only. They had basically stolen our original *** The store, finally, did offer us a five-year warranty for our new *** A cheap alternative to getting the cash back, in my opinion. Let alone, who knows if they will honor the warranty.

    • Initial Complaint

      Date:05/25/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We purchased a 75 inch ******* from the *********** Video only store for $1630 on April 25, 2022 ****** went dark three weeks ago. I have a 5 year warranty on the unit. I contacted the warranty ************** had me take a photo of the model & serial number & submitted it to them.They never sent a tech to our home & after numerous inquiries they said that the knew what the problem was & the replacement part will be sent to me. I was asked to contact them when I received the *********** will send a tech out to install it. They are unable to give me a tracking number.I called the video only store & talked to the manager. He said this is normal.It is hard to believe that video only expects me to be without a tv for a product under warranty for a month !

    • Initial Complaint

      Date:03/10/2023

      Type:Service or Repair Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      We had purchased a tv from Video Only in October 2020 and at that time we paid $69.99 for 3 year warranty contract on it. When we had an issue with the tv at the beginning of this year we contacted Video Only who had us reach out to their warranty company. We did that and submitted the serial number and other information they required. They sent a service person out to determine if the tv was repairable and then they made the determination that it was not and they would instead pay us for the tv as per the contract. Our dispute is that the contract states that they will reimburse for the cost of the tv which in our case was $847 but they have deducted the cost of the $210.80 service call they made to determine whether or not the tv could be repaired. At first they told us that we had had a repair call and that was why they were deducting this amount and then they said that the contract does not cover any service call. We were unable to find anything in the contract that actually states that. It clearly states that any repairs made to the tv will be deducted from any payout and the tv failure was not due to any fault of ours.We are seeking to have reimbursement for the $210.80 that they removed from the payment that they sent us. We have tried repeated to get someone to respond to our question as to where in the contract it states they are allowed to charge us when they send someone out to determine if a covered item is repairable or not. Our last email to them about three weeks ago has not been answered.

    Video Only is NOT a BBB Accredited Business.

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