My husband and I just purchased our first home on November 6. Move in day is set for tomorrow, November 21. The house had no washing machine and no refrigerator. On November 8, we purchased an LG Refrigerator, and a GE Washing Machine from Bestbuy.com. Both appliances were delivered one week ago, on November 14. The refrigerator was shipped with no handle - not a huge deal, as the delivery men called it in to their location immediately. The washing machine functioned successfully for exactly ONE load, before stopping all internal movement...no spinning, no agitating, nothing. A machine full of wet clothes. I called the problem into customer service on November 15, suspecting that perhaps a belt came loose during shipping. The repair technician found that it had a faulty computer module and attempted to do a repair. I'm sorry, but when an expensive appliance totally breaks after one use, a new machine needs to be provided. I called customer service back, and they understood but told me my choices were to process the return online and repurchase, or go to my local store to do the exchange. I took my five year old son with me to my local Best Buy in Holmdel NJ, store #400, and was assisted by Kelly. Essentially, I should never have gone to the store - because it was a bestbuy.com purchase, there was nothing she could do for me. Thankfully, she really wanted to help and spent 45 minutes on the phone with Toni in customer service. Apparently, there is a new exact exchange program, so they would be able to send my new washing machine directly to the house and take the broken one away at the same time. They looked at delivery appointments, and told me I was looking at Friday or Saturday for the exchange to take place. I was then given case number{removed per forum guidelines} and told that I would be contacted within 48 hours with a delivery appointment. Wednesday night, 48 hours had passed with no phone call. I then spent over 30 minutes on the phone with yet another customer service rep who told me that it was in escalated status, which actually meant that there was a 72 hour window. She then told me that if no one had contacted us by noon on Thursday, to call back to make sure that the case was resolved in time. Thursday at noon we still had not received a phone call. I then spent the next hour and a half on the phone with Best Buy, and spoke to 8 different representatives in that time period. During the first go round, I was sent to the wrong department, transfered back, and when I asked to speak with a supervisor I was transferred to a woman named Hep who then told me that this was a delivery issue and I needed to talk to my local delivery terminal. She had me call {removed per forum guidelines}, and give them my delivery confirmation number of {removed per forum guidelines}. When I called the number provided, they had no idea what I was talking about - there was nothing in the system on their end! I called customer service yet again, and asked to speak with executive customer service. I was then transferred to a woman named Chiquita, who reviewed all the notes on my case and redid everything with a new case number - {removed per forum guidelines}. The original case number did not even mention the fact that my refrigerator was missing a handle! She told me that someone would call back that same day....again, no one did. I am unbelievably frustrated now. I have a 5 year old boy who generates extraordinary amounts of laundry - if I had put this in as a return on Monday, and repurchased, the new machine would already be in place! I am less concerned about the handle to the refrigerator, but if I don't hear back from someone in the very near future telling me that my washing machine will be in place this weekend, I will have no choice but to return it and purchase somewhere else. I just don't understand how it can be this difficult to make an exact exchange. This is the single most difficult purchase experience I have ever had.
|
Dorothy-BBY
@BBYGamerMom
Private Message
