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New Member
Posts: 2
Registered: ‎03-19-2017

Frustrated with my experience

Good Afternoon- I am writing to you regarding an order I placed for a refrigerator. I placed the order online and selected the available time slot of 12pm -4pm. It is 4:53pm as I am writing this email and I am still without my fridge. Not because the delivery never showed up (which it did) but because the product that the delivery guys pulled off the truck was completely unacceptable. The inside liner was pinched and crimped in multiple places, the doors were visibly uneven and there was a big ole dent in one of the doors to boot. For a company that prides itself on good quality products and services I cannot believe what showed up at my door today. What is even more frustrating is that I had to take a half day off of work (not easy in my line) and come home and remove everything from my fridge prior to the delivery only to have a pice of junk show up instead a my nice new pristine fridge. I have to say that the delivery guys were rather nice and said that you're probably not going to want to take this as they pointed out the damaged elements. I am honestly surprised that something like this was released from your warehouse without anyone inspecting this product prior to shipment. I'm not usually one to complain but it is inconceivable why someone would think that it is ok to ship this product to a paying customer. I've spent a lot of money at Best Buy over the years and expect way better. My last appliance I bought at HD and I decided to buy this one from Best Buy because of the care that I have always seen the employees take in customer service (answering my questions without an attitude) and handling the product. Price was the same, shipping included, free set up, haul away, etc.

In all honesty I wouldn't be taking more time out of my already unproductive afternoon to write this email if this had been handled as expected. I hope that you can resolve this situation for me in an acceptable manner and with haste.

This is an email I sent out on Friday. Still no one has reached out to me via phone or replied to my email. I got a redelivery confirmation for a day that does not work for me but they didn't even check in with me. SMH
Posts: 2,246
Topics: 46
Kudos: 74
Blog Posts: 5
Solutions: 99
Registered: ‎10-10-2012

Re: Frustrated with my experience

Good afternoon Msox,

 

Welcome to the forum. I'm disheartened to read about your experience with the delivery of your new refrigerator. I can imagine it must have come as a shock to see a damaged unit when you were expecting to see, as you mention, a refrigerator in pristine brand new condition. Refrigerators are no small investment, so it is understandable to expect nothing less, and I am very sorry we have let you down. 

 

According to our records, it looks like our Appliance Support team here at the corporate office has reached out to you with a tentative rescheduled date and have left several messages. They will be better equipped with the tools to assist you with this so I recommend calling them back at your earliest convenience if that date does not work for you. 

 

I appreciate you also taking the time to share your feedback, and I assure you I will be documenting your comments for review and further improvement opportunities. We are constantly reviewing our customer's feedback to determine areas that need improvement, and I'm happy to read you have received nothing less than stellar customer service when you've visited our stores. I hope you will give us another chance to offer you a much better experience the next time you decide purchase an appliance.

 

Thank you again for posting here on the forum.

 

Best,

Maria|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎03-19-2017

Re: Frustrated with my experience

I'm sorry but I have no vm from Best Buy. I have not heard from a human voice since I reported this issue. I don't even have contact info for the appliance support team. Please advise.
Posts: 2,246
Topics: 46
Kudos: 74
Blog Posts: 5
Solutions: 99
Registered: ‎10-10-2012

Re: Frustrated with my experience

Hello Msox,

 

I sincerely apologize for the confusion. After reviewing the notes again, it looks like they tried to leave you a voicemail but it was full. I would appreciate it if you could send me a private message to confirm your phone number or alternate phone number that would be best to reach you at. To send me a private message simply click to the right of my signature below.

 

Thank you, 

Maria|Social Media Specialist | Best Buy® Corporate
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