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New Member
Posts: 2
Registered: ‎04-06-2017

Please Help - Damaged Appliance Order Recieved 2 Times

Here's the scoop:

 

1. Ordered a OVR Microwave and a Stove from Best Buy (On March 29)

2. 1st Microwave was delivered and was damaged (March 31) I called customer service and was told to take the damaged microwave to the local BB Store before they could order a replacement (8:45 PM EST) Call lasted 36 minutes

3. I returned the Microwave. This process took 2 hours (April 1)

4. Today (April 6) the new undamaged microwave was delivered and the stove was delivered, and it (Stove) was damaged...the delivery guys took it back.

 

Here's the summary -

 

I have repeatedly asked CS (called the Best Buy Support Number / Went to the Best Buy Store #294) I asked if there was anyhting that could be done and other than a sorry and we'll order you a new one, that is it)

 

 

Posts: 3,899
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Registered: ‎01-21-2014

Re: Please Help - Damaged Appliance Order Recieved 2 Times

Hello USSCOJAR,

 

Purchasing big-ticket items with us should be a relatively easy process, especially if you know you don’t have to lug them home by yourself with our delivery service. It’s one reason why it’s so disheartening to hear both your kitchen appliances arrived damaged! I can only imagine how incredibly frustrating this must have been for you and your family, and I appreciate you bringing this to our attention here on the forum.

 

To see how I might help, I pulled up your recent purchase using the information associated with your forum profile. Regrettably, I see that the decision was made to cancel the order in its entirety after visiting your local store last night. While we would not be able to honor your request for compensation, please let me know if you would like to provide Best Buy a second chance to earn your loyalty. I’d be happy to look into any possible options we may have available to assist you.

 

Sincerely,

Alexandra|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎04-06-2017

Re: Please Help - Damaged Appliance Order Recieved 2 Times

Alexandra, Thank you for your reply.

 

We did indeed have to cancel because we need our appliances. The sad thing is that we had such a pleasant experience when we purchased an LG Frig a few years ago. But this experience has moved me to vow never to set foot in a Best Buy store again. Immediately after returning the Microwave and cancelling our order, We bought our appliances from Lowe's Home Improvement (Next door) and they are delivering everything in a few days. (It would have been 7-10 days for Best Buy to get us a new Stove)

 

We will be cancelling our Best Buy card as soon as the refund shows up for our returned items. While I appreciate your kind words. It is obvious that Best Buy has no intention of helping their once loyal customers immediately instead of having to wait and wait and that I have to expend my time , my gas, my energy to fix a problem that is the direct fault of Best Buy.

 

Please pass on my reply to Hubert Jolly and Shari Ballard as they are running this company into the ground....

 

Thank you,

Jared

Posts: 3,899
Topics: 199
Kudos: 133
Blog Posts: 10
Solutions: 176
Registered: ‎01-21-2014

Re: Please Help - Damaged Appliance Order Recieved 2 Times

You are most welcome, USSCOJAR! 

 

Thank you for taking the time out of your day to let us know of your experience! Although disappointing that it has caused you to turn away from Best Buy, your feedback is much appreciated. Without it, we wouldn’t know how we can improve our company as a whole. To ensure we’re making good use of it, please know I’ve personally documented your concerns here at the corporate office for internal review to better improve our future processes and to provide coaching opportunities to our teams involved.

 

Ultimately though, I am glad you’ve found what you’ve been looking for - even if it wasn’t with us.

 

Respectfully,

Alexandra|Social Media Specialist | Best Buy® Corporate
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