04-21-2021 10:44 PM
On 4/10/21, my wife and I visited the Best Buy Outlet in Moreno Valley, CA and purchased a Kitchenaid KDTM604KBS dishwasher and Samsung Family Hub RF22N9781SR refrigerator. We scheduled delivery for later the next week on 4/16/21.
Upon delivery day, the delivery people arrived within the window, however the refrigerator that was delivered was not at all what was ordered. Instead of the Samsung refrigerator, we received an LG refrigerator with what looked like it was missing door handles. We refused delivery of the refrigerator, and was told that someone from Best Buy will contact us to assist in resolving the refrigerator issue. The delivery guys took the LG refrigerator and loaded it back onto the truck. The delivery guys showed us that our name was on the packaging around the fridge, and said that someone had wrapped up the wrong fridge for us. We drove back to the Best Buy outlet in Moreno Valley to see if maybe the fridge was still in the store, however we did not see it on the sales floor. We spoke to the rep in the store whom was very friendly, however wasn't able to resolve anything for us.
We got a call about 30 minutes later saying that unfortunately they couldn't do anything that day because the order needed to complete overnight but that on Saturday they can reschedule the delivery of our refrigerator. Someone would call us on Saturday 4/17 to follow up.
Saturday at about noon, I noticed that my order now shows as 'DELIVERED' and complete, when in fact we refused the delivery of the fridge! I called into the Geek Squad number and the rep tried to contact the warehouse to get the order changed out of Delivered status so that they could re-schedule the delivery of our refrigerator. Unfortunately they were not able to, and the rep tried to put in a request to locate our refrigerator so that it can be rescheduled. The department that handles these requests I was told is closed on the weekends, and that someone will call me on Monday to follow up. I was given a ticket number for follow up.
Monday comes and by 3:30pm, still no call from Best Buy so I call in again. After getting no where with the rep, she indicates to me that it takes 72 (business) hours from the time of when the request was entered until follow up.
Now it is Wednesday 4/21, and still no phone call from Best Buy. I call into Best Buy again...and am told by the rep to still expect 24-36 hours from today until someone reaches out to me.
What is going on!? Why does it take almost a full week for someone to get in touch with me about my missing refrigerator? Meanwhile, my order shows delivered, has been charged to my credit card, and we have no refrigerator in our house. Can someone from Best Buy research and please get back to me?
04-22-2021 09:16 AM
Thank you for joining our community here on the Best Buy Forums. As a refrigerator is a constantly used appliance, I can understand wanting to receive the correct unit and to get it up and running ASAP.
I am happy to look into this further! 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.