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New Member
Posts: 5
Registered: ‎07-06-2018

DAMAGE DURING DELIVERY

This seems to be a VERY common issue with Best Buy.  We purchased a fridge and a dishwasher.  The install team cracked the framing on our entry door and they indented the wood flooring all the way from the door to the kitchen.  

 

Here's what I experienced in escalating this issue:

 

Sales rep - I don't work for Best Buy.  I'm a contractor, but I can escalate this to Best Buy Customer Service.

 

Customer Service - Best Buy isn't responsible for the damage since the service was outsourced to XPO Logistics.

 

XPO Logistics - We aren't responsible because we outsourced this to Allette Mechancial LLC.

 

Allette - No response.

 

I have since followed up with the store management team.  They said a claim is on file with Sedgwick.  Well, Sedgwick is again referring me to XPO Logistics.  

 

Best Buy obviously doesn't stand by their brand and offers ABSOLUTELY NO GUARANTEES for safe delivery.

 

Unfortunately, I didn't read this forum before I bought at Best Buy.  I have since discovered that this is an absolutely common issue with Best Buy.  They just want the initial sale and have outsourced all responsibility from there.  They don't care after that initial purchase. 


This is unreal.  

 

New Member
Posts: 5
Registered: ‎07-06-2018

Appliance Purchase Survey - Best Buy Experience

I've seen several posts regarding property damage occuring with Best Buy appliance delivery/installation.  Best Buy seems to established a mostly outsourced model where they avoid any accountability for claims.  From initial sales, store management, risk management, warehouse, and delivery....all are contractors and not Best Buy team members.   

 

My personal experience has been posted.  But I was wondering if anyone has been successful in getting Best Buy to settle a property damage claim. How did you get them to accept responsibility and what was the resolution?  

 

I appreciate any input as I am left with thousands of dollars in damage to my door/flooring and they have been successful in getting all the 3rd parties involved to point me from one to the other with no one saying they will ensure my claim is settled.  

 

I have reached out to several media outlets as I think this would be a great consumer interest story.  Anyway, please send me your suggestions for resolving this claim with Best Buy.  

Posts: 2,210
Topics: 52
Kudos: 188
Blog Posts: 3
Solutions: 107
Registered: ‎04-18-2017

Re: DAMAGE DURING DELIVERY

Hello there jjjcc14121-

 

We appreciate all of the time that you’ve spent reaching out to us on the Best Buy forums!  I’m sorry to hear this has been your experience when using one of our 3rd party vendor, but I’m grateful to see that you’ve been contacted by one of our Executive Support Specialists! 

 

I’m happy to see that you’ve had a constructive conversation with them, and I’d recommend keeping your case manager in the loop going forward, as you’ve mentioned in your case.  Thank you for posting with the forums, and always feel welcome to write back if we can ever assist you with any other questions or concerns!

 

Kindly,

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎07-06-2018

Re: DAMAGE DURING DELIVERY

Best Buy,

Thanks for taking the time to express appreciation for my posts on your forum.  

 

Please note, I've since received a quote for $2K to repair the damage that Best Buy caused to my flooring.  I have yet to receive my quote for the cracked door frame.  

 

The contractor that provided the quote on the floor repair explained that this is a common issue with appliance deliveries.  In fact, he said that whenever a customer of Warners' Stellion experiences wood floor damage they just call him directly and don't force the customer to go through the insurance company.  

 

It's good to know that other companies are more supportive of their customers.  

 

Here's a recap of the points of contact I've had to navigate as a customer of Best Buy:

 

- Sales rep - Pacific Sales

- Store manager - Pacific Sales

- Customer Service - Best Buy

- Risk Management - Sedgwick

- Delivery Company - XPO Logistics

- Truck Company Owner - Allette Mechanical

- Executive Resolution Team - Best Buy

- Truck Company Insurance Company - still waiting for a response/confirmation of liability

 

Thanks again for expressing appreciation for my comments on this forum!

New Member
Posts: 5
Registered: ‎07-06-2018

Re: DAMAGE DURING DELIVERY

As an update, I did open an inquiry with the BBB.  Here was Best Buy's response to that inquiry:

 

QUOTE

Dear BBB, 

To better serve the Customer, we have reached out directly to the Customer so as to quickly and concisely reach an

applicable resolution. We have also forwarded this complaint to the correct Department to follow

up with the Customer accordingly.  I have called and emailed the Customer with my contact information.

Warmest Regards,

Best Buy

UNQUOTE

 

Here is my response in rejecting Best Buy's attempt at closing out this inquiry:

 

QUOTE

Best Buy has done nothing further to accept responsibility here.  Yes, they had their "Executive Response" team member call me and email me.  But, I'm still left to fight this out with all the 3rd parties I've been pointed to.  I just need someone to accept responsibility for the thousands of dollars in damage they caused to my door/flooring.  I still have no idea if anyone is accepting responsibility here.  All I know is Best Buy wants nothing to do with it.  And, when they sell their delivery and installation services they MUST accurately inform consumers as to what Best Buy is responsible for.  And, all they are responsible for is the initial sale and nothing else.  That is HIGHLY deceptive.  

UNQUOTE

Posts: 2,210
Topics: 52
Kudos: 188
Blog Posts: 3
Solutions: 107
Registered: ‎04-18-2017

Re: DAMAGE DURING DELIVERY

Good morning jjjcc14121-

 

Thanks for stopping back to provide us with your updates.  With apologies, all further updates would have to be directed to your Executive Support Specialist and Sedgwick.  I've went ahead and forwarded these posts to your specific Executive Support Specialist, continue to work with them going forward.    

 

Regards, 

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎07-06-2018

Re: DAMAGE DURING DELIVERY

Happy to share further updates.  Total damage Best Buy caused to my home is confirmed at $3200.00.  The claims adjustor came and took photos.  He was shocked to see the door frame cracked all the way through.  He took about 100 photos of the 'tracks' the installers left in my wood floor from the door to the kitchen.


Best Buy's response?  Well, we need to follow up with Sedgwick who needs to follow up with XPO Logistics who needs to follow up with the trucking company who needs to follow up with their insurance company.


Best Buy has tried to close the BBB complaint twice now but I keep having to deny their response as they haven't taken any action.

 

Unfortunately, if you buy at Best Buy, if they destroy your home, you are on your own.

 

It is very dishonest and a clear misrepresentation of services at the time of sale.  Best Buy sells the service but it's not their service and they don't stand by it.  The need to tell you that at time of purchase.  I will pursue this until consumers are properly informed at time of purchase at Best Buy.