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New Member
Posts: 3
Registered: ‎06-21-2018

I was lied to about delivery attempt, didn't install, fridge is damaged/assembled wrong.

[ Edited ]

We purchased a refrigerator in store on 05/27/2018.

I opened up a Best Buy credit card to finance.

Everything in store went smoothly. It's been a headache since then.

 

We set up delivery and installation for Thursday 5/31/2018 from 4-8pm.

My wife took off work to ensure someone would be at the house to be there for the delivery/install.

I got an automated text message around 4:15 saying that our agent is on the way and would arrive around 4:45 pm.

I got home around 5:45 pm from work to find out nobody had shown up yet. 
This seemed off and I decided to go online and check my order status. All it showed was "Out For Delivery" but with no appoinment set.

I called 1-800-433-5778 at 6:15 and spoke with someone named "Allison {removed per forum guidelines}. We were told by Allison that the driver attempted to call, but I didn't answer. Then I was told that the driver came to the house and nobody was there and that the driver took a picture of our house as "PROOF". When I asked Allison if he bothered to knock on the door or ring the doorbell that it wasn't policy for the delivery drivers to do so. HOW WOULD WE KNOW WHEN THE DRIVER WAS THERE IF HE DOESN'T LET US KNOW HE WAS THERE?? I found this to be a ridiculous statement. That is what a delivery is. 

Allison was not helpful at all until we questioned her why we would make a purchase, CHOOSE A DAY TO TAKE OFF WORK AND NOT SHOW UP. Once we asked her this question, she was a little more helpful.

She said the driver left notes and he in fact did knock on the door, which was not true. Since my wife was sitting in the house from noon until the time I showed up.

She said she would email our case worker and the store manager and someone would contact us. She also took down our request to have the delivery be rescheduled for that weekend on on a weekday before 10am. 

She also spoke of reimbursement, she probably was just saying anything at that point to get us off the phone.

We were told someone would contact us that night (but it was already late) so maybe in the morning. We also called our local Best Buy and spoke with Danny (Manager Best Buy Fry Road Katy). He said we will get a call in the morning since it was going on 9pm by this time.

The next day, 06/01/18, I received an email at 11:40 am that my delivery and install has been scheduled for Monday 6/4 at 12-4 pm. I never once was asked if this appointment was acceptable. I immediately got on the phone and called the store where I made the purchase.

I asked to speak with the manager Danny, but ended up with Donald (packaging manager - Best Buy Fry Road Katy).

I was never given the chance to speak with the manager, only Danny. Danny saw no notes on our open order, so clearly we were lied to by Allison the night before. Donald told me he'd email our Case Manager Corrine or Karen. 

So three times now we have made phone calls, and each time we were told we would receive a follow up call. No calls were received from Best Buy/Pacific. 

Nobody to this point tried contacting us, all I was told was that emails were being sent to the appropriate people.

Zero contact. The appointment was not up to me, it was set at Best Buys discretion.

 

We just bought a new house. We are now without a fridge for several more days because of this.

So, still no contact from anyone, I now have to take time off of work for the Monday delivery right in the middle of my work day. 

This time around, I did get a call ahead. Then the automated text message. The driver rang my doorbell.

I kept my car in the driveway with my garage door open so the driver couldnt lie and say nobody was home.

They got the refrigerator inside quick but they found mud in our water lines and he told me installation was impossible.

I made calls to our homebuilder so they can come fix it.

So because of this, I got no installation on my fridge. Also, the mud in the water line? He let it pour onto the tile floor and got it on our paint on the wall. He made no offer to clean up. Just asked for a bowl. He didn't seem to understand me when I asked simple questions. He didn't even know how to spell "MUD" for his paperwork.

He said I could call 1800GeekSquad to reschedule installation.

I was not happy and I was on the phone with the home builder to schedule a plumber to come by that I didn't fully inspect the fridge. It has cosmetic damage, it was assembled so the doors don't even line up and they didn't even level the fridge so it rocks back and forth when you touch it.

 

To this day, not one phone call or email has been received by myself addressing any of these issues.

Danny and Donald at my store - not helpful.

"Allison" - not helpful

Our Case Worker - I don't even know what their name is. Not helpful

 

We were told there could be reimbursement because of extra time we had to take off.

At this point all I want is my refrigerator to be level, assembled correctly and without any damage. I don't think that's asking much considering the purchase amount/warranty I paid for/inconvenience.

 

Nick {removed per forum guidelines}

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Registered: ‎04-18-2017

Re: I was lied to about delivery attempt, didn't install, fridge is damaged/assembled wrong.

Hello nmartinzez0301-

 

Welcome to the Best Buy forums!  I’m disheartened to hear how much work you’ve have to put forth to get the refrigerator you purchased for your new home.  It would be understandable to reach out to us for assistance with leveling the fridge, and assemble it as it should be. 

 

I did see a case that was opened up on your behalf by your case worker, but I’m still with a few questions of my own after looking through their case.  I’m wanting to take a closer look into this!  Please send me your phone number, email address, and any order or case numbers which have been provided to you! 

 

It would be my pleasure to get started once I’ve received your private message!  Be sure you send the information by clicking the blue button in my signature line below labeled “Private Message”!  I’m hoping to work with you soon to see what options are available to help!

 

Truly,

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎06-21-2018

Re: I was lied to about delivery attempt, didn't install, fridge is damaged/assembled wrong.

I've sent the requested information via Private Message. Thank you
Posts: 3,801
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Registered: ‎12-23-2016

Re: I was lied to about delivery attempt, didn't install, fridge is damaged/assembled wrong.

Hello nmartinez0301,

 

Thank you for following up with me with those details. JJ isn’t available just now, but I was able to take a look at that message you sent in to him, and I’ll be helping out in his place.  

 

I’m going to be replying to that message shortly. You can check that reply by logging in to your forum account and clicking on the orange envelope in the top right corner of the page.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎06-21-2018

Re: I was lied to about delivery attempt, didn't install, fridge is damaged/assembled wrong.

I have tried contacting my case manager almost daily. I managed to get their direct phone number after they left a voicemail. His/her line is always busy, and I have to leave a voicemail. They have tried reaching me twice but I’ve missed both calls as I’m busy at work. I think I’ve left a total of five or six voicemails now. This is ridiculous. It’s been FIVE WEEKS and this case manager hasn’t done anything.
Posts: 3,801
Topics: 21
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Solutions: 217
Registered: ‎12-23-2016

Re: I was lied to about delivery attempt, didn't install, fridge is damaged/assembled wrong.

Hello again nmartinez0301,

 

I’m sorry to hear that we haven’t been able to get back to you on this just yet.

 

I’d like to follow up, but in order to do so I’ll need a few additional details from you. As before, I’d appreciate it if you could please send this information over in a private message.

 

First, I’ll ask that you please re-confirm your name, email address, and phone number, just so we can be sure we have the correct details on file. Please also give me any details you have about your case manager. Things such as name, email address, and phone number would be helpful if you have any of those.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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