Best Buy & Geek Squad Policies

[nighterror1]

My son bought a $2,300 Electrolux stove which was delivered before Xmas. After it was

delivered he noticed that there were scratches and discoloration on the brushed stainless.

We called Best Buy and they were very nice and replaced the stove except when they

opened the box the stove was dented and scratched. They delivered a 3rd stove, dented,

4th dented and scratched, 5th dented, now after 5 deliveries I drove 2 hours just to be there

to see for myself what was going on. I got there in time for the 6th delivery and watched them

cut the box open and the driver right away pointed out that there was a dent on the right. Also

all but the 6th stove had stickers on the front panel of the stove that could not be removed

without scratching the brushed stainless?

After 6 deliveries you guys can't seem to deliver a high end appliance that's not damaged.

The 6th stove was the best of the 6 and my son was so disgusted with the whole situation

that he accepted the delivery just to be done with it. I think you owe him.

Not only did we have trouble with this but he also ordered a GE ref. The 1st deliver they had

the door opening up on the wrong side even though the order clearly said left side Handel /

right hinge door.

I spoke with the manager at Best Buy and felt that they should compensate him for the time

and trouble and after all that he still has a stove that has some scratches, on leg is higher

than the other and a dent on the side but they were unwilling to do anything. He spent $5,000

and they put him through the ringer. If you can't deliver a undamaged product you need to

either look to the company and see why they are not packing it better ( packing on the

Electrolux was not sufficient) or find out what is happening where it is being delivered from.

If you want repeat business you need to take care of your customers and not give some

excuse that you can't do anything because the price on Electrolux is set. I didn't ask that. I

Asked that you compensate him for time, disappointment, and a scratched and dented stove.

[Elizabeth-BBY Community Supervisor]

Hi nighterror1, 

Thanks for posting your concern on our Best Buy® Forum.  Your issue has been assigned to one of our Community Connectors for further review and response, and you should be hearing something within the next few business days.  Thanks for your continued patience as we work to assist all of the customers who have reached out to us on this forum.

[Dorothy-BBY Community Supervisor · Accepted solution]

Good afternoon nighterror1 -

I can only imagine how irritated I would be after 6 deliveries on a stove, to have each one be defective.  As a former appliances supervisor, I can tell you that I have only seen one other case of an appliance needing so many deliveries to get it right, so that most definitely is not the norm.  I do apologize for the inconvenience and would love to speak to your son further on this matter, since he was the purchaser.  

I am sending you a private message with the details on how to contact me.  You can view your private message by first ensuring you are logged into the forums, then clicking the envelope in the upper right hand corner.  

Thank you for sharing your story with us, it is only with feedback  - whether positive or negative, that we can work to improve. 

Regards,

Dorothy

Community Connector

Best Buy® Corporate

[nighterror1]

I appreciate the reply but I spoke with your customer service and they did nothing. I was told

to go back to the store and talk to the manager that didn't want to do anything. On top of this

I just got a call from my son saying he was a BB in Long Beach and they had the same

stove and it was FLAWLESS. I wonder how many boxes they had to crack open to find that

one perfect stove. Everyone at BB keeps telling me they have NEVER seen this happen or

they have only seen it happen once which I am finding a little hard to believe. I will be happy

to answer your email but I don't hold out any hope of this store making anything right not after

the conversation I just had with your customer service.

[tboz]

Agreed.  The delivery experience is terrible.

[tboz]

Agreed.  The delivery experience is terrible.  I'm on hold now with customer service.  Today the delivery guys messed up our third delivery attempt.  Excuses, excuses. been on hold for  1 hour and 24 minutes so far.