03-20-2017 10:33 AM
We ordered a Kitchen Aid refrigerator on February 25, 2017. It had a delivery scheduled for March 3, 2017. The delivery people notified my husband that the refrigerator had been damaged by the forklift. They brought it to our house anyways and my husband called customer service. One Best Buy customer service rep offered him a $150 store gift card to accept the damaged refrigerator. She was rude and hung up on my husband. He called again and this time spoke with someone in Geek Squad / a technical person, who told him to not accept delivery of the refrigerator because if it was damaged it could be leaking Freon. The delivery people could not wait any longer so they left and took the damaged fridge. We tried to call to schedule a new refrigerator, but they would not let us because the product was still out on the truck so we had to call back later once it was checked in. One person said that the product would not be available for 4-6 weeks. One person said was should have kept the refrigerator because we could use it until we got a replacement. At this point, my husband was so frustrated, so I took over calling. Once the product was checked in, I was able to schedule a new delivery for March 6, 2017. On March 6, 2017, the delivery people brought a refrigerator, but when they installed it the water dispenser did not work. One of the delivery people also accidentally knocked a picture off of the wall. I wrote a note on the sheet that the product did not work, but when I tried to call to tell the Best Buy people that I needed a new refrigerator, the customer service person would not speak with me because my husband was not there and his name was on the order. I waited until my husband got home from work and called again, and this time the person didn’t even ask if I was with my husband so that I could put him on the phone. She also told me that they would open a case for us and that a case manager would call us, since there was property damage. This did not happen. I called back again. I scheduled an appointment for someone to come out and look at the refrigerator and on March 9, 2017, a new delivery person came out and looked at the refrigerator and confirmed that it was broken. I asked the delivery people to call and check in right away so that I did not have to keep waiting to call again to schedule a new delivery. They did that and checked it in, so I could call and order a replacement refrigerator. This customer service person told me that a refrigerator was available and the earliest it could be delivered was Monday March 13, 2017. She also let me know that I needed to call a different number to get my picture frame replaced, so I called 1-800-620-7409 and submitted a claim. I have not heard anything from them yet. On March 13, 2017, the refrigerator was delivered and installed and it worked.
This has been the most frustrating customer service experience I have ever had. We had some people that were helpful, some people that were not, and different answers depending on who we spoke to. We had to fill and empty our refrigerator multiple times. We had to spend our time waiting on deliveries or speaking with customer service representatives, ultimately needing four separate appointments and taking until the 3rd fridge to get it right. The $50 gift card that was offered to us is not sufficient to make up for this awful experience. We did not accept the gift card as we do not want to shop at Best Buy anymore.
03-21-2017 02:45 PM
It should not take us three refrigerators and four appointments before we can get it right. I honestly am sorry for this, and that the delivery team damaged your picture frame. It sounds like you did get a claim filed with Sedgwick our insurance company, but no one has called you back on this claim yet (regarding the claimed damage to your picture frame).
You should be able to get the status of this claim by calling 1-855-832-1338 M-F 8am-4pm CST, or I could look into it for you. If you want me to look into this claim please send me a private message with your name, your phone number, and your order number. To send me a private message click on the message button to the right of my signature.
|Allan|Senior Social Media Specialist | Best Buy® Corporate|
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04-26-2017 11:13 AM