08-03-2020 07:16 AM
Hello, I am an elite plus best buy member and am greatly dissapointed with how I was treated at the Ithaca NY Best Buy store. I bought appliances (for the second time) at Best Buy for my new house last week. I went to pick up my appliances that were scheduled for Sunday August 2nd. All were there except my fridge. Since that is a necessary major appliance, I asked if they had any other fridges in the store or if I could buy a floor model. The associate was very rude and didn't care about my issue whatsoever. Lied and said that the fridges don't work for that. She didn't look to see if any fridges were in the back either. She said that they would have to call to see if they could give away a floor model and wouldn't. I told her that when I ordered the fridge, it said 2 were availiable in the Ithaca store and would be ready by Sunday. She said that someone must have ordered before me. Why would 2 be available if they were already sold? She then said that the fridge in originally ordered might come in, or they will refund me if it doesn't. This isn't a phone case, it is a fridge. Something ESSENTIAL. I need to know when and if it will come in. I got my other appliances and left. I went to Home Depot and told them what happened to me and they sold me a floor model. Now that is service. Once I have paid off my card, I will be cancelling it and won't be buying from Best Buy again. I was so happy to get my appliances with your company the first time, but after the lack of care for customers this time, I will be telling everyone how much this store dissapointed me.
08-04-2020 06:28 PM
Good afternoon, GracieBlinn, and welcome!
Thank you for taking the time to register with the forum, though I wish you had found us under better circumstances. It is fantastic to hear your previous experience ordering appliances was spectacular, leaving you confident in shopping with us again.
With that said, I'm sorry your recent experience shopping for appliances for pickup at our Ithaca, NY store didn't live up to your previous experiences. Shopping online for appliances should be a smooth experience, especially if simply picking them up from the store. I apologize if the refrigerator you selected showed as available but ultimately ended up being out of stock on Sunday when you visited. This is far from the experience we want for our customers, especially as it sounds like the associate you worked with was less than helpful in searching for alternative solutions.
While I'm glad to hear you were able to get a refrigerator, I'm disheartened it wasn't with us. I would be delighted to ensure this experience is thoroughly documented so that we may have it available when looking at how we may improve our processes. Please feel welcome to send a private message my way with your name, phone number, email address, and order number.