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New Member
Posts: 3
Registered: ‎03-02-2017

Terrible Experience with Thermador Refrigerator Purchase - Still Awaiting Delivery

[ Edited ]

On January 14, 2017 I purchased Thermador refrigerator and freezer columns from your store in Novi, MI (order #(removed per forum guidelines).  I found the staff in the Pacific Kitchen section to be very friendly, helpful and knowledgeable.  Our current refrigerator had gone out on us so we were eager to get this replacement as soon as possible, but unfortunately it wasn't currently in stock.  When we purchased the unit we scheduled an install date of February 13, which was after the unit was supposed to arrive.  While we didn't really want to wait that long, we chose to do so because we were convinced this was the right unit for us.

 

In the 3 days prior to Feb 13 I received numerous e-mails and phone calls from Best Buy confirming our 8AM to Noon delivery window on Monday, Feb 13.  That morning, around 7:30AM, I received a phone call stating that some of the pieces were backordered and we would need to reschedule delivery for the middle of March.  They were not able to tell me exactly which items were backordered nor whether the units might be usable without those part(s) in the interim (at this point we had been 5 weeks without a refrigerator in our kitchen!).  I e-mailed the sales manager at the store asking him these questions and unfortunately did not get a response.  I then tried calling the store and had a very difficult time reaching anyone in that department.  I finally spoke to someone who said she would look into it and call me back, which she never did.

 

That weekend I went to the store in person and spoke to the Taylor who said his manager, Jim, was working to address this.  He re-scheduled delivery for Saturday, February 25.  He also told me that Best Buy Geek Squad would be calling me to offer something to make up for my trouble.  They never called.

 

Friday night I received a confirmation call about the upcoming Saturday delivery.  Then, Saturday morning I received a call notifying me that the delivery would not be occuring without a solid explanation. That day I returned to the store and this time was able to speak to the manager, Jim (removed per forum guidelinesin person.  He was very familiar with my situation and showed me a lengthy chain of e-mails he had trying to resolve our issue, to no avail.  Apparently the units were supposed to be placed on a truck from the warehouse in Cleveland to be delivered to us on Saturday and due to a systems issue never made it on the truck.  He apologized and said he would get a better explanation and have a resolution.  He also gave me a credit back of about 2 1/2% of the purchase price.  hat was a nice gesture, but seemingly small given everything we had bene through up to this point.  He also promised to call me back by the end of the day, which he did not.  I ended up calling him and he apologized again and said he was working to reschedule delivery and someone would contact me.  He again told me that someone from a corporate level would be calling me, which again never happened.

 

Early this week I heard from someone else at the local store who said they would be able to schedule delivery for Thursday evening, March 2, and that I would receive a confirmation phone call.  Later I got a call from Installs (not Best Buy Geek Squad this time) trying to schedule for Thursday morning.  I said I was only available Thursday afternoon/evening, not morning.  They told me that time was not available and therefore scheduled me for Friday.  Later that day someone called me back from Installs and told me that the first representative I spoke to failed to check the available time window with the installer himself.  After explaining the whole situation, she was able to schedule me for the original time the store had told me, the evening of March 2 (today) from 4-8PM.  I never received an additional confirmation.  Despite this new company (Installs) now being involved, I also began receiving delivery confirmation e-mails from Best Buy Geek Squad for various dates in March.

 

Twice today I called Installs in an attempt to confirm the installation and get a better delivery window.  Once I was unable to get through.  The other time I was told that the 4-8PM window was confirmed and that the installer would be calling me directly once he had a better idea on timing.  I never heard from the installer.  I left work early and sat home for 5 hours this evening waiting for the installer.  At 7:30PM I called Installs and they attempted to reach the installer but were unable to do so.  They again told me that the 4-8PM window had been confirmed.  At 9PM I called back and got the same response.  I also called Jim at the local store again and filled him in.  He made some phone calls and told me that the local field marshals were working to find a solution.

 

At this point I don't know what to do.  I have spent over $10,000 on a top-of-the-line refrigerator and freezer based on your staff's recommendations and never had worse service after the sale.  My wife and I and 3 kids are now going on nearly 2 months with a working refrigerator in our kitchen.  No one can even tell me where the unit is or when it might arrive.  I have been a loyal Best Buy customer for many years but am completely blown away by the mistakes, poor communication and lack of follow through in addressing this issue.

 

I would sincerely appreciate any assistance you can provide.

 

Brian (removed per forum guidelines)

New Member
Posts: 3
Registered: ‎03-02-2017

Re: Terrible Experience with Thermador Refrigerator Purchase - Still Awaiting Delivery

UPDATE - A company called The Freight Pros e-mailed me Friday and scheduled delivery for Saturday, March 4.  (note - this is the 3rd company that has been calling me to schedule deliveries and makes the process even more confusing).  Two delivery guys showed up yesterday afternoon and first asked if they were removing my old refrigerator, which was part of the purchase deal so they should have known this.  It was a Kitchenaid 42" built-in fridge.  The delivery guys told me they had never moved something that big before and didn't know how they would do it.  They ended up calling another guy to join them and eventually got it moved.

 

They then proceeded to install the new refrigerator and freezer.  They did not have any of the panels or handles with them (even though supposedly only one of the panels was backordered).  It took the 3 guys nearly 3 hours to install the units.  They had a very hard time marrying the two units together, supposedly because there should have been a side-by-side installation kit included, which was not.  They also tried telling me numerous times that they didn't believe the units wouldn't fit in my opening and asked if I had measured.  I had indeed measured numerous times and reviewed all the specifications on the Thermador website.  I know it would be tight but I knew it would fit (which it eventually did).

 

After the delivery guys were done and I removed all of the packing material inside the fridge and began testing the units, I found the following issues with the freezer:

 

  • The far right button on the water dispenser is missing
  • The light on the water dispenser does not work (I have not been able to test the ice or water yet as the water line is not hooked up)
  • There is a scratch on the paint on the bottom drawer in the freezer
  • There is a black mark on the inside right panel toward the bottom of the freezer
  • There are two dents and a scratch on the inside right panel toward the top of the freezer
  • The icemaker bin in the top of the freezer will not sit properly on the right side

I called Jim best at the local Best Buy store to fill him in.  He said he was still working to see when he could get me the panels and handles.  The latest date I had heard from Geek Squad was April 1, but keep in mind this has already been pushed back at least twice.  In addition I filled Jim in on the challenges with install and the problems I had come across with the freezer.  He seemed surprised and said he had never heard of a unit having damage on the insde.  I find it odd as well but can only speculate that something must have come loose in shipping and caused this damage.  Jim was unable to tell me what they would do to address this.  This morning I e-mailed him photos of everything asking for a response as to what they would do.

 

At this point I am not confident that the store alone can solve these outstanding issues so I would appreciate any help you may be able to provide from a corporate level, both in getting the panels and handles installed and in resolving the issues with the freezer.

 

Thanks,

Brian

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Registered: ‎09-29-2008

Re: Terrible Experience with Thermador Refrigerator Purchase - Still Awaiting Delivery

Hey BrianGodfrey,

 

After spending $10,000 on a refrigerator, and being without one for two months now, I can of course understand you being upset by the described experience. Simply put this should not have been handled as it has been. It sounds like a number of parts to your order are on back order, and if I was to guess this was a special order appliance order.

 

I have forwarded your concern onto the Appliance Support team here at our corporate headquarters. I would expect someone from that team will get back to you shortly, and I can say this team is much better equipped to handle concerns like these.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-02-2017

Re: Terrible Experience with Thermador Refrigerator Purchase - Still Awaiting Delivery

It's been more than a month and I'm still dealing with this debacle.  After my last post Debra from your headquarters contacted me and was very helpful in arranging to get everything delivered and installed.  It took a couple weeks to get that arranged.  Then the night before the scheduled date I got 2 calls.  First a call from Geek Squad stating that my items had been backordered and weren't available (which conflicted with what Debra told me - supposedly everything was hand processed and confirmed available) and then a call from the installation company that a truck had been in an accident and they had to push my install out another week.  I questioned them and they confirmed for me that ALL of the items were indeed available and waiting at a warehouse near Detroit (which contradicts what Geek Squad had told me on the phone a half hour earlier).

 

A week later Installs showed up to do the install.  They replaced the damaged freezer and installed the panel and handle on the front of the refrigerator, but discovered that the freezer panel was not shipped.  I spent about a week trying to get a hold of Debra again (numerous calls and e-mails not responded to) until I learned she was out on medical leave and my issue was assigned to Jim.  He supposedly tracked the missing panel down, confirmed it was shipped from the manufacturer and would be delivered to me today and installed next Monday.  This morning I just got a call from Geek Squad informing me that the panel did not make it to the warehouse in Detroit (supposedly it never left the warehouse in Cleveland).  This is the third time this exact thing has happened, or at least this excuse has been used.  They rescheduled my delivery for this Saturday, but couldn't confirm for me that the panel is actually in Cleveland or explain why it didn't get delivered.  I have zero confidence that it will show up Saturday.  We have now waited 3 months for complete delivery and installation of these units.  Best Buy should be completely embarrassed by the way this situation has been handled.  I understand problems such as backorders and even delivery mistakes happen, but the inability for anyone at Best Buy to take control and address the problems when they arise is completely unacceptable.  I can't imagine their move into high-end appliances (Pacific Kitchen & Home) will last long with this type of treatment for $10,000 purchases.

Posts: 7,779
Topics: 80
Kudos: 320
Blog Posts: 46
Solutions: 323
Registered: ‎09-29-2008

Re: Terrible Experience with Thermador Refrigerator Purchase - Still Awaiting Delivery

Hi BrianGodfrey,

 

No one should have to wait three months for the delivery and installation of their new appliances, and I am truly sorry for this. It sounds like Debra was your case worker from our Appliance Support team, and now Jim from that team is assigned to you. I would encourage you to reach out to Jim for any concerns you need addressed.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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