Best Buy & Geek Squad Policies

[jedivulcan]

I'm writing this on behalf of my mother who I'm currently helping deal with this costumer service fiasco that she's dealing with. She's getting nowhere with the Best Buy retail store she purchased the fridge from.

Basically, we've had the same fridge delivered to our house approximately four times. I believe the fifth time, the store agreed to bring only a replacement of the damaged section of the last delivery, which was a door, and had the delivery crew repair it on site. 

All of our weekends from the beginning of July until roughly mid-August were spent supervising deliveries. 

They damaged the front porch upon delivery with their equipment. The steps are completely dislocated and cannot be walked on. 

My mother called the Best Buy to file her concerns and complain to the manager (likely the assistant on most occasions) of the store and demand that something be done. The responses from the on-call staff member numbered in excuses from "we're busy with customers" to "the manager has decided to help out on the sale floor" on numerous occasions. They've sacrificed professionalism with excuses (Are we not your customer too?). Mind you that these calls were not made on weekends but during week days at likely low peak business hours. 

They have followed up with phone calls occasionally but nothing has been resolved or has been moving towards a resolution. It's as if they are stalling and putting us off until they believe the situation is going to go away (Fun Fact: It's not). We were getting billed for the fridge amidst exchanging the damaged ones.

The occurrence started in July and has continued through today without the issue resolved. I'm hoping that a Best Buy representative reaches out to help us with this issue and to fully resolve it. I feel that resolution of this problem cannot be remedied via the local retail Best Buy store that we are in contact with. I can provide details on the store location and order information (as well as personal contact information and additional details) provided that I am contacted by a moderator or official Best Buy representative.

Thank you,

Tarik

[jedivulcan]

It seems my issue was bumped and shoveled over by a moderator without a response.

I have the claim information available as well as the store number and names of employees I've spoken to.

[Dorothy-BBY Community Supervisor]

Hello jedivulcan -

Allan, from our Community Connector team, will be reaching out to you regarding your concern.  I appreciate your patience until he is able to touch base with you.

[Allan-BBY Community Connector]

Hi jedivulcan,

I can certainly understand you mother being upset after dealing with this since July, and with having this refrigerator delivered to her home four times since then. I can also say that it is concerning to say the least that your mother’s porch was damaged in the process.

I would like to work with you towards the fastest possible resolution, and I am sending you a private message to gather some personal information I would need in order to address this. To read your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,