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New Member
Posts: 6
Registered: ‎09-04-2017

Dented fridge and it went downhill from there.

On August 25th I took delivery of a dented Whirlpool fridge SKU: 5811700 the delivery took over 2 hours beccause of a broken liftgate and they ended up unloading my fridge out the side door. I was told that I had 3 options one of which I accepted which was to keep it and they would get me a replacementa and set up a new delivery date and take this one away. Thats fine I received a call the next day and set it up for the 31st in the evening. I received 2 e-mails and a phone call the evening before verifying the date. I leave work early to get everything ready and you people don't show up!!!!!! I call the store asking where my refrigerator is and the store manager tells me oh you're delivery isn't today it's for September 7th. WHAT?? Um no I have 3 confirmations stating that my delivery was today now where's my refirgerator??? Sir everything I see is not for another week I'll have to look into it. After multiple phone calls and 2 trips to the store I still really don't know for certain what happened to it. Loren from the store said it was mistagged Jeanette from corporate says it arrived damaged and Bennie was mistrained and missed calling me to tell me that. So which one was it? While Best Buy did offer 23.56% off the original they for some reason refused to accomodate my request simply to be first delivery on the 7th so I could go tto work.  They could only guarantee an 8 to 10 am time frame per the asst field marshal but as I've been told several times they could arrive later than that. After the previous 2 delivery screwups there is no way I can afford to take time off from work in the hopes that they actually arrive this time with a delivery truck that works. It's either first stop or come and get the refrigerator. So now according to the last woman I talked to last Saturday evening who was shocked that this was handled this way and apoligized  they are picking this up between 8 and 10 am or maybe later who knows as I have purchased a replacement from Lowes. I have no idea what happened to you guys I've had no real problems before but this was without a doubt the worst shopping experience I've ever had. Andy the appliance dept. manager made several phone calls while I was there Friday afternoon to the asst field marshal and others and NO ONE answered his call. The problem in this was not at the store but in your warehouse, and compounded by the district and corporate staffs.  And at this point after this whole horrenodus debacle you guys give the sad remnants of Sears a good name.

Posts: 7,939
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Registered: ‎09-29-2008

Re: Dented fridge and it went downhill from there.

Hey SuperServiceNO,

 

I thank you for reaching out to us here on our forum, and am very sorry this has been your refrigerator delivery experience with us. I would be equally upset if this had been my experience while waiting to get my new refrigerator. It is correct that we do sometimes need to reschedule appliance deliveries, but we should be contacting the customer to make them aware of this in advance.

 

My guess is we did not make your appointment on 8/31/2017 due to the delivery location not having the unit in stock on time. We do not guarantee any specific delivery times and when an appliance delivery happens depends on where the customer is physically located on the delivery team’s route for that day. It sounds like you have now ordered a refrigerator from Lowes, and are waiting for us to pick up the damaged unit. Is there anything specific you need from me?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎09-04-2017

Re: Dented fridge and it went downhill from there.

No sir Thank You.  I simply want the refrigerator out of my house between 8 and 10 am CDT per the email confirmation I received (hopefully you show up this time) and a full refund. As for why they didn't show up I don't know since I got 2 emails and a phone call the evening before and a no show. I was told 2 different things. It was tagged wrong at the warehouse and #2 it w=arrived damaged. So which was it?  All I requested was first delivery since I was not in no way going to lose worktime and salary to play delivery roulette after one damaged fridge and a 2 hour delivery time because the truck's liftgate ceased functioning in front of my driveway Then on delivery # 2 you guys didn't show up despite 3 confirmations. After that it's called Customer Service and doing what's best for the customer NOT what's best for the company and your delivery schedules. This entire thing is a textbook example of how not to anger customers after you've screwed up twice.

New Member
Posts: 6
Registered: ‎09-04-2017

Re: Dented fridge and it went downhill from there.

Well I got the Email Thursday and the call last night that you guys will be here between 8 and 10 am the question is will your delivery team show up today to remove the fridge. And since the first team had a bad liftgate which partially blocked my driveway until someone came out to fix it I made sure to park in the street this time.

New Member
Posts: 6
Registered: ‎09-04-2017

Re: Dented fridge and it went downhill from there.

The pickup people were here at 8:10 yesterday morning and thankfully that went super smooth. They were in an out in less than 15 minutes as I had the fridge unplugged emptied and moved by my front door. Had you guys simply been able to make me first stop like this like I asked or rather begged or just showed up or contacted me on the original delivery date of Aug 31st  this would have been all avoided. I now await a phone call from Lydia tomorrow saying she has processed the return and refund.

Posts: 7,939
Topics: 81
Kudos: 332
Blog Posts: 47
Solutions: 327
Registered: ‎09-29-2008

Re: Dented fridge and it went downhill from there.

Hey SuperServiceNO,

 

Thanks for the update, and I was glad to hear we finally got this unit hauled away for you. I can't agree more that I wish we could have done something to retain your patronage.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎09-04-2017

Re: Dented fridge and it went downhill from there.

So do I Allan so do I. I also got the email yesterday that my credit for the fridge had gone through. I'll never understand why they were able to be there at 8:10 for the pickup but why was it so hard actually impossible it seems to have scheduled a pickup and delivery at that same time on Thursday.