Best Buy & Geek Squad Policies

[Rosebud1951]

On 3/13/2012 I went to the Roseville Mi store to buy a refrigerator, I did much research on the computer and on Best Buy web site, after I made my decision I went to the store and put in my order, the salesman said it was in stock and gave me a delivery date of 3/26/12, prior to that date I was called and told the refrigerator was not available till  4/1/12, again I received another call stating the date would be changed again. I went back to the store and explained what was going on and I wanted to pick out another fridge. The sales rep looked up on the computer the original fridge and said that item was no longer being made, so I picked out another one, that was a little less in cost. After I got home I looked it up on the computer and realized that it was not what I truly wanted, so I went back to the store and explained what was going on, the sale rep who was taking care of me, he seemed to be having a problem handling the exchange and had to ask for someone to help him. The new sales rep said he was not sure if I had enough on my Best Buy credit to purchase a fridge at 18 months same as cash. I was very confused since I only had 350.00 on my card. He said you have 9000. 00 on your card, I was shocked!!!, it seemed the other sales rep instead of doing a exchanged he kept adding refrigerator to my purchase. After 45 mins of someone getting it corrected, I found another refrigerator a different brand, and a little more expansive, sales rep checked to make sure it was available and gave me a delivery date of 4/14/12. Today I received a call stating that date would have to be changed to 4/21/12. Needless to say I was back to the store ASAP!!!! I spoke to a Josh and Marshall, both were very nice and said they are going to work on this problem, I do not feel that it is their error, but you seem to have a problem with your computer system, if something is being discontinued, out of stock, don't give a delivery date!!!!! Don't have the item on your floor, I stood right next to Marshall and watched him put in the SKU# for the last fridge that I ordered and it showed it was it stock, how can that be? When I got a call a few hours prior stating it was out of stock.  My kitchen is a mess due to the fact that I cannot get my tile or wallpaper done till I get my fridge.  I want a call on Monday with a delivery date. Oh yes one other thing I got my statement yesterday with the charge of the original refrigerator on it. Thats a joke!!!     

[Ryan-BBY Senior Social Media Specialist]

Hello Rosebud1951 -

Melissa from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[Rosebud1951]

After going back to the store and speaking to Josh and Marshall, I did not get a call back the following Monday, so I called on Tuesday and spoke to Josh? Not sure what he said, felt like I was getting the run around, but yesterday I got a email from Best Buy stating fridge would be delivered on 4/25/12, meaning that by me going back to the store and complaining instead of delivered date 4/21/12, now it's going to be later. Did call store back and asked for Josh or Marshall, left my phone #, guess what NO PHONE CALL!!!!!!!

[Rosebud1951]

Still waiting, Oh yes I did get a email, regarding extended warranty for my fridge, that I don't have.

[Rosebud1951]

How long till I get a solution. 

[CrystalWoW Community Veteran]

Usually 3-5 business days once you are assigned.

[Melissa-BBY Senior Social Media Specialist]

Hello Rosebud1951,

I’ve been looking into doing some kitchen remodeling lately, and it often does seem that there is a particular order that things need to be done in, in order for everything to go smoothly. I am sorry to read that so far you have been unsuccessful in receiving any of the refrigerators you have attempted to purchase from us so you can complete your other projects, as it should not be so difficult.

When an order is placed for an appliance, the store should be checking to ensure that it is still available. In some instances, even if our stores or warehouses do not carry the particular item you are looking for, it may be ordered directly from the vendor. It appeared this was the case with the first refrigerator you purchased, as it was a special order item. Unfortunately, if we did not receive the refrigerator by the original delivery date, we would need to reschedule this.

In regards to the exchanges, you had done to get to the current refrigerator that you ordered I apologize for the frustration and inconvenience it took to get things corrected with your account. It appeared that everything should have been resolved with the new refrigerator, but I am surprised to see that there are issues with this as well. I am currently looking into this to see if I can gather some more information on what is happening with the current order. As soon as I have this, I will be sure to send you a private message here on the forums. You can view your private messages by first verifying you are logged into the forum, and then clicking the envelope icon in the upper right corner of this page.

Sincerely,

[Rosebud1951]

I got a call from Marshall at Roseville MI Best Buy Store last night stating they found a refrigerator???? for me and it will be delivered on 4/25/2012.