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Posts: 2
Registered: ‎01-07-2021

Customer service disaster - not 1 but 2 non-working appliances - not good!

[ Edited ]

After three calls to Customer Service this morning with this request - that proved fruitless - I am resorting now to this forum before extending my request to the corporate office.  Hopefully, this request is taken seriously in the interest of salvaging an extremely poor customer service experience.


I recently purchased a Samsung refrigerator at a Best Buy Outlet store on 12/27 and it was delivered on 12/31.  My sister liked my item so much that she immediately went to the store to buy the same item and it was delivered today (1/7).  The first issue we have is that neither item has worked since we took possession!  Since I took possession, I have called the store and was simply advised that I could return the item and either exchange or get a refund.  I like the item so much that I elected to resort to contacting Samsung for a repair appointment.  It's now been 7 days since I received the item and it still does not work so I called three times today - without resolve.  Each call was disconnected so I have yet to coordinate return of this item. 


Secondly, my sister immediately called the store to schedule a return of her unworking item and was advised to call back tomorrow!  Insanely, ridiculously poor customer service!  I researched the local BB stores and found that this same item is available brand new (from the local store) and am requesting to exchange both of our unfunctioning refrigerators for the same item at the local store at no cost to us. 


The reason for our request is due to the poor customer service experience that has been poorly executed - from purchase (with misinformation about the cost of installation, unnecessary trip 20 miles back to store), to delivery (delivery personnel complained the entire time, completed ignored that the unit was not in working condition when they plugged it up - to hangups and poorly executed customer service calls! 


As a BB rewards member and credit card holder and given the poor customer service experienced by both me and my sister, we are gracioulsy requesting a one-for-one exchange, without additional costs to us - for the same items in the local store for ITEM SKU 6397576.  



First Order #{removed per forum guidelines}

Second Order #{removed per forum guidelines}


If additional information is needed, I can be reached at {removed per forum guidelines}

Posts: 141
Topics: 8
Kudos: 29
Solutions: 0
Registered: ‎02-08-2019

Re: Customer service disaster - not 1 but 2 non-working appliances - not good!

Hi there, wyhooks!


Thank you for reaching out to us here on the Best Buy Forums. I am sorry to hear that your refrigerator is not working as it should, and while under our Privacy Policy I will not be able to discuss your sister's purchase with you, I am happy to see what may be possible with yours. 


To start, please send a private message with your full name, phone number, and email address, along with the order number (if you have it). You should be able to do this by clicking the blue button near my signature. 



Jenni|Social Media Specialist | Best Buy® Corporate
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