Kevin C.
Great Customer Service and Communication!
OK so let me preface this review first by explaining I was looking for a TV that was discontinued (An LG OLED 2016 model) because for 2017 models they stopped including the 3-D feature. I originally saw on the website that they had an E series 65" LG TV and ordered it online after I was unable to find a New TV in the similar series for an affordable price. After I ordered, I received a call within 24-48 hours that said they no longer had that model but instead had a NEW "Open Box" of the G series (signature series) that they could sell to me beating the lowest price I could find online. I believed this because I checked a dozen places looking for the same TV... It was slightly more than the E series TV I originally wanted to purchase, but the price was fair and it was a better TV (better sound bar and better remote as well as esthetically better too). We agreed on a price and I was told the TV would have a little use as they needed to run diagnostics on it after it was returned due to a customer cancellation. I was okay with this as well as long as what was sent to me appeared to be of new quality with less than 50 hours of use. I received a tracking number and was excited when I saw a driver was sent to pick up the TV. A driver was sent three times before the TV was ultimately cancelled by the shipping company. This is when I started to call to see what was up. I spoke to William who was incredibly friendly, he explained that the TV was in the distribution center in NJ and that the customer service office was in Hollywood, FL and that we would speak to them to have the TV sent to me ASAP. A few days went by without change and called again, spoke to William who said that the TV was missing the 3-D glasses and manual, and because of this he'd throw in a wall mount and HDMI cable. I was irritated but appreciated the honesty and after a few more days of calling and him also contacting me, he explained that the distribution center normally does not send out open box units, so he was having the TV sent to Hollywood, FL to him personally and he would then send it out to me. Again, he was very honest and apologized for the delay and sounded frustrated by the experience as well. I gave it a few more days as I know freight shipping can be slow. When I called again (just under three weeks) he said he did receive the TV and he had bad and good news, the bad news was the open box item had damage along the frame of the TV, the good news was that he'd send a NEW (not open box) unit to me for the same price. I was skeptical but saw after a day that the tracking had no longer been cancelled and a day after that the TV was picked up for delivery. After being picked up it took only a couple days to reach Wisconsin where I promptly made a delivery appointment for the next that was available. The TV was delivered on the day and within the time frame I requested. The delivery people were professional and the TV that I received was the model agreed upon and was brand new including all accessories and indicated "0" for the number of hours of run time. William's honesty and communication made the extended wait (a month between when I ordered and when it was delivered) bearable. I got the hard to find TV that I wanted for a price that was better than any comparable TV I could find. I would definitely do business with this company again as no one tried to upsell white glove delivery or told me I needed to pay extra for any accessories or other things. They were honest, apologetic, and friendly and ultimately delivered what was promised (and then some). The delay was the only thing that kept me from giving 5 stars. Stellar Customer Service!