BestBuy.Com

[jimsoukup]

Everyone,

This is in reference to order number {removed per forum guidelines} that was purchased in your store on 06/04/2011. The item is a LG 31 CU Super Capacity 3-Door Ice refrigerator SKU 2414076
 

This refrigerator was delivered on June 8, 2011. The delivery crew did not remove any of the wrapping on the refrigerator either outside or inside stating "that was our job." They did not go over or brief us on any of the features or controls also stating "we had to read the book." It took us about 30 minutes to unwrap and remove all the padding from inside and out.

The most serious concern was the fact that they said they could not hook up our water or ice maker due to a part that had to be purchased. They stated the salesman should have told you that. This did not occur and the salesman stated we had everything we needed. The delivery/installers said they normally have the part on their truck but did not on that day and left stating we would have to go to Lowe's or Home Depot and install it ourself. Why would anyone buy a refrigerator that they could not hook up? This is not acceptable.

I tried to call the store several times and was transferred to the appliance section three times and each time I was waiting on hold for over thirty (30) minutes and then the line disconnected. Are you trying to just get rid of me by frustration? I asked on other call backs to talk to someone in management about the issue and was refused each time...Why?

I have finally called the corporate office at 1-888-237-8289 and 1-866-494-0135. They have tried to be helpful and stated that someone would be out to do a re-install free of charge due to the inconvenience. However even they cannnot get anyone at your store to pick up the line in the appliance section and are still attempting to reach you.

This is very poor customer service. I will not go away and it looks like that is what you want to have happen by what has occurred so far.

Please address this issue as soon as possible or it will continue to be escalated and I will continue to call back until it is resolved.

Sincerely,

James {removed per forum guidelines}

[jimsoukup]

Everyone,

It took an email to Best Buy corporate on the CEO's whiteboard to get resolution to this issue. There was a prompt response by Vincent {removed per forum guidelines}Executive Resolution Specialist who made sure someone from the store contacted me. This was done by an associate who scheduled an install team to come out today and the problem is resolved. Excellent work by Best Buy Corporate and by Mr. Vincent S. {removed per forum guidelines}!

It should be noted that the General Manager or none of the managers at the store bothered to contact me or acknowledge my issue. Best Buy Corporate needs to look closely at the customer service being provided at their stores and hold the ones at my store accountable.

Again thanks to Best Buy Corporate and the CEO's whiteboard for their professional and prompt assistance.

James {removed per forum guidelines}

[Douglas-BBY Community Connector]

Jimsoukup,

Welcome to the forums!

I was disappointed to read about your experience having your fridge delivered.  Our associates should be helping you get everything you need to get your new appliance up and running on delivery day and I’m sorry if the ice maker part caught you by surprise.  We know it can be frustrating to have things come out of the blue like that, so we want to do our best to get you all of the information and accessories you might need to avoid this kind of confusion.

I see that since posting you were able to connect with Vincent here at our corporate office who worked with your local team to get another crew out.  I hope that we were able to get your new fridge set up to your satisfaction.  Please let me know if you have any other questions or concerns regarding this issue.

Regards,