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New Member
Posts: 3
Registered: ‎07-31-2017

DAMAGED REFRIGERATOR DELIVERY

After my home refrigerator died on 07/24/2017, I began to search for a new replacement unit. I began to search online after my usual/local appliance store had closed up shop. I ordered a Frigidaire refrigerator FGHS2655PF from Best Buy, which was scheduled to be delivered on 07/31/2017. Being a long time fan of Best Buy, I decided to order through them after a price match item from a Sears internet sale, which Best Buy matched after confirming the price with Sears. I bought the required water hose (little pricey and surprisingly required for their delivery/installation), as well as a 5 year Geek Squad warranty, delivery, setup, removal. The fridge delivery arrived as scheduled. I watched the delivery men remove the box from the truck carefully. As they were removing the outer wrappings, I noticed a dent/scratch, through the plastic cover, in the front of the stainless steel freezer door. Bringing this to the attention of the delivery guys, they removed the plastic cover and confirmed the dent. The delivery persons told me I had two choices… (1) accept the delivery “as is” and obtain a discount return from Best Buy, or (2) refuse the delivery and have a replacement sent from Best Buy. I explained that with those choices I had to have a replacement sent, as I can’t have a damaged front panel on the new unit. The delivery guys attempted to contact Best Buy, but were on hold for about a half-hour. The delivery guy ended up telling me that he has about 18 other deliveries to make today, so he couldn’t wait for a response any longer. I was advised that I would have to wait and someone would contact me very soon. They packed the unit back up on the truck and left.
Two hours later I still had no communication from Best Buy. I decided to contact them directly and spoke with Jennifer at customer support. I explained my situation and told her I wanted to arrange a replacement to be sent due to the damage on delivery. I also explained that their delivery was unable to get in touch with anyone and had told me I was supposed to be contacted. I was put on hold for about 20+ minutes or so and was told they are having trouble with a new phone system. After being put on hold for about a dozen times, I was asked if they could take a telephone number for me and call me right back, once she gets in touch with the right department. I gave her my contact number and waited for a call back. Six hours later, still no contact…
I then contact customer support again and get dead end lines through automated services, call back, transferred about, and ultimately get forward to someone in appliances. I was told that my unit is still listed as In Transit or Out For Delivery. (Only for the refrigerator, oddly enough, as the other items showed complete) I explained in detail what had happen, but was told that nothing could be done until the unit status is changed, which could take 24-48 hours. I explained that their delivery personnel attempted to contact them, but nobody would pick up, forcing them to pack up and leave. I also asked why they could not simply contact the delivery personnel and verify this, as was their issue, not mine. I also pointed out that I am without a refrigerator and would like to simply expedite the process of shipping a replacement for the damged unit, since it took a week for the last delivery. Again…"Nothing I can do", was the response and was told he would have someone call me back (telling me it might possibly be 48hrs or more), or I could call back in the morning.
I don’t understand how they can so much automation (even on part of the order), but not be able to order a replacement for damaged goods. Not to mention maintain communication with their customer & delivery personnel. I hope to get this resolved soon. So far, half a day of work and numerous phone calls… Hope tomorrow goes better, as life without a refrigerator in a large family is not fun!

New Member
Posts: 3
Registered: ‎07-31-2017

Re: DAMAGED REFRIGERATOR DELIVERY

Now the status shows as Delivered...   ???   Called Best Buy and explained the situation again.  Was forwarded to a message system which asked me to leave a contact number to be called back on in 24 hours...  

Posts: 4,853
Topics: 254
Kudos: 188
Blog Posts: 11
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Registered: ‎01-21-2014

Re: DAMAGED REFRIGERATOR DELIVERY

[ Edited ]

Hello SKIPPYMAC50,

 

Although this post was made while under less than ideal circumstances, welcome to the forum! You’ve come to the right place, as I’d be happy to see how we might resolve your fridge dilemma. No matter the cost, I certainly wouldn’t be happy if my new fridge arrived damaged, so it’s disheartening to hear we’ve been less than helpful when calling us for assistance. As you may know, we were having some unexpected issues with our phone system that caused some problems for those trying to reach out to us. This has since been fixed; however, I apologize for any frustration this must have undoubtedly caused.

 

To see how I might help, I pulled up your recent purchase to see what our next steps might be to get you a new fridge. Upon review, it seems you were able to reach out to us earlier today, and while we weren’t able to schedule you yesterday, it appears we successfully scheduled you for an exchange for this coming Saturday (8/5: 8am-12pm). I don’t anticipate any issues from here, but if you should have any questions or concerns for me regarding this matter, please don’t hesitate to reach back out to me. I’ll be happy to re-examine the situation and help however possible.

 

Sincerely,

Alexandra|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎07-31-2017

Re: DAMAGED REFRIGERATOR DELIVERY

Alexandra,

   Thank you for your fast response!  Yes, I called later this morning again.  I spoke with Jackie from your customer care line.  She was VERY helpful and took the time to listen and find a fast solution for the problem.  As of this point I am rescheduled.  Hopefully the second time is the charm.  As I stated, life without a refrigerator is not fun!  I will update this again, and contact you with any issues.  Thank you to Jennifer, Jackie, and you for your time and restoring my confidence.  I feel better being able to communicate with a live person.

Posts: 4,853
Topics: 254
Kudos: 188
Blog Posts: 11
Solutions: 237
Registered: ‎01-21-2014

Re: DAMAGED REFRIGERATOR DELIVERY

Hey there, SKIPPYMAC50,

 

I'm just checking in with you to see how the fridge delivery went. According to our system, it seems we were able to complete service, but if you have any questions or concerns for us, please don't hesitate to let me know. I'll be happy to help however I can. 

 

Cheers,

Alexandra|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!