03-15-2017 11:16 AM
On March 5th, 2017 I went to the new Best Buy outlet store in Raleigh, NC. I had to purchase a new refrigerator as my previous one no longer worked.
They had an amazing collection of "open box" refrigerators that met my need for a counter depth model. After spending two hours looking at all the options, I originally bought one that had one minor dent but was not in "factory wrap."
I then decided it would be "wiser" to buy the one in factory wrap that was more expensive, but appeared to be in "new" condition. BIG MISTAKE!
They do not deliver to my area, although just a 30 minute drive. So, they gave me the name of someone who workded for BEst Buy and I could hire him to deliver the refrigerator. He quioted me $ 125.00. I agreed and he agreed that would include the return of my current refrigerator.
OK... to make this shorter. He dilvedered and insisted on $35.00 to remove the old frig and $20.00 for a water line.
He left prior to totally "unwrappy" the new refrigerator.
When I puttle doff the remaining wrap, there is a HUGE DENT in the outside bottome drawer. In addition to this, the control panel does not work.
I had Samsung out yesterday and they were shocked by the condition of the refrigerator. They immediately discovered that the reason the control panel does not work is that the wire harness has been cut!!!
I have been trying to get a response from the store manager since last week!!!! I have sent emails, pictures, and a copy of the report from the Samsung repair person!!!
The outlet store is only open on Friday, Saturday, and Sunday.
I have contacted customer service three times, only to be told that they would do an " exchange." However, they did not know that at the Outlet Store that all sales are final!!!!!!
Please advise if you have any suggestions as to where to go with this. I just put a dispute on my credit card, and was told that could take several weeks!
03-16-2017 11:01 AM
Welcome to the Best Buy Support Online Forum Community!
Purchasing an open-box items are a great alternative to an item that’s new box for a fraction of the price. It’s disheartening to learn of your experience that’s steamed from our Raleigh Best Buy Outlet store.
Moving forward with your issue the best option available at this time would be continue to work with the staff of that location. Please know these units are indeed final sale, and it should’ve been noted near the register. I apologize if that may not have been articulated out loud when making your purchase.
I’ve also documented your experience here at our Corporate Office for further internal review, and feedback purposes.
|Mariah|Social Media Specialist | Best Buy® Corporate|
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