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Posts: 2
Registered: ‎08-08-2017

Damaged refrigerator delivered 3 times

I purchased a Samsung refrigerator, washer, and dryer for my brand new home.  The first delivery was July 7th.  I asked the delivery men to remove the doors before bringing it in and they reassured me it would fit without doing that.  Well, not only did they scratch the front of the refrigerator but they scratched my brand new front door.  The delivery men called in and reported the incident.  On Aug 1st, another delivery was scheduled to replace the damaged refrigerator doors.   They brought the doors in and they were dented so I refused them.  Another delivery was scheduled to bring a new refrigerator on Aug 8th between 12 and 4 pm.   The truck showed up at about 3:45 and unloaded a new refrigerator with more scratches than the first one.  I have tried to call customer service many times and usually give up after being on hold for 20 minutes.  I'm am very disappointed with the merchandise and the ability to reach customer service.  I called the insurance company about my front door and they want pictures and three estimates. Give me a break!!!  I am done with Best Buy if this is how they operate.

 

My daughter and her husband are going to buy a refrigerator, washer, and dryer in the next week.  After this experience they will not be going to Best Buy.  I live in a brand new subdivision and will be informing my new neighbors of my experience. 

Posts: 8,085
Topics: 82
Kudos: 325
Blog Posts: 47
Solutions: 329
Registered: ‎09-29-2008

Re: Damaged refrigerator delivered 3 times

Hey d822hayward,

 

Thanks for reaching out to us here on our forum, and after hearing we couldn't get this refrigerator delivery right three different times I don't blame you for being upset with us. I am honestly sorry this has been your experience with us. Did you end up accepting the last refrigerator we brought out?

 

What is the current status of this order? Did we deliver the washer and dryer from the order? What do you specifically need me to get done for you? I did see the private message you sent JJ-BBY, but thought it would be better to post publicly here. I look forward to hearing from you.

 

Thanks

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Posts: 8,085
Topics: 82
Kudos: 325
Blog Posts: 47
Solutions: 329
Registered: ‎09-29-2008

Re: Damaged refrigerator delivered 3 times

Hi d822hayward,

 

In regards to the damage to your home you will need to work with the insurance adjuster towards any possible resolution. The rules are the rules when it comes to insurance companies and if they are requiring pictures and three repair estimates then that is what you are going to need to provide them. If you want me to look at your claim please send me a private message with your claim number. To send me a private message click on the message button to the right of my signature.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎08-08-2017

Re: Damaged refrigerator delivered 3 times

[ Edited ]

 

Thank you for replying Allan.  The first refrigerator was the least damaged so that is the one I have.  I paid full price but seemed to get a damaged floor model.  I am disabled and had to have my family here all three times for hours to wait for the delivery.  My family also had to bring coolers to empty my refrigerator twice and lay down cardboard to protect my floors.  The first delivery I asked them to take off the doors and they reassured me it would fit.  My front door on my brand new home is scraped up along with the refrigerator.  The insurance company wants pictures and three estimates which is ridiculous!!! One of the guys on the last delivery team said I should, "have ordered a different color, everyone wants black".  I do not want another delivery person in my home!  

 

The lint trap in my dryer is also broken.  This was reported to customer service and I was told they would send me a new one.  As of now, it has not arrived.

 

I have always shopped at Best Buy and can't understand what the problem is.  I am not sure what you can do to compensate me but I am beyond frustrated. 

 

Dianne {removed per forum guidelines}

{removed per forum guidelines}

 
 
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Posts: 8,085
Topics: 82
Kudos: 325
Blog Posts: 47
Solutions: 329
Registered: ‎09-29-2008

Re: Damaged refrigerator delivered 3 times

Hey Dianne,

 

Thanks for the clarification. If Sedgwick is requiring pictures of the damage and three estimates then that is what you will have to provide them; with insurance companies it is not debatable what you provide them for a claim to move forward.

 

I understand you don't want another delivery person in your home, but if we are going to get you a new refrigerator and dryer the only way to do this is for us to send a delivery team out to your home with the new appliances.

 

I would not be able to provide any compensation in this matter, but I have forwarded your concern onto our Geek Squad Customer Care team for them to address this exclusively moving forward. You should hear from a case manager on this team shortly.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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