09-18-2021 08:31 PM
I bought a chest freezer online for instore pickup. The first freezer I picked up Best Buy gave me the wrong freezer I ordered a 5 cubic ft and they gave me a 7 cubic ft freezer. The employee didn't even verify who I was and just helped me load the thing in my vehicle. Once I got home and lugged the thing in and opened it I instantly realized something was wrong as it was too big. So I tried to call the store and instead 'do to covid' you cannot contact the local store you are dealing with and get routed to national customer support ? The first call the woman literally hung up on me while I was looking up my order #. It's absolutely ridiculous that calling the stores number routes you to a call center and there is no way to actually contact the store you are ultimately dealing with especially in a case like this. So on my second call the woman wasn't really very helpful or apologetic just told me to bring the freezer back to the store and they'll give me the correct one I bought and paid for.
So I'm inconvenienced for no reason due to employee error and have to lug the thing back to the store on my time. And when I get there they have no clue what I'm talking about and the customer service rep literally told me 'sorry we don't know what to do as this has never happened before'. I had to stand around for at least ten minutes while whoever figured out what to do. Eventually they decide they'll swap and take the incorrect freezer they gave me that I brought back and give me the correct item I paid for. The woman who helped me even thanked me 'for being honest' and bringing the larger more expensive item back. Thinking my issues are over at this point I go home bring the new correct freezer in and unbox it. And this is what my brand new freezer looks like
So now I'm left wondering if this freezer is even safe of if the massive dent has in someway damaged or pinched a heat removal coil and whether or not it's going to work properly. So now I have to test it and if it doesn't what am I going to have to do once again pack this thing up and return it wasting even more of my time? I don't understand why no one checks out the appliances if the boxes are damaged to avoid selling a customer a product like this to begin with and then closes them back up the box top just comes right off? Now my 'brand new' freezer is at best damaged with a large cosmetic imperfection and looks like junk and at worst I have a functionally damaged product that I now need to bring back again. Best Buy has seemingly gone down hill the past few years and really needs to fix these issues and do better in my opinion.
09-20-2021 02:01 PM
Welcome to the Best Buy Community Forums!
I appreciate you taking the time to write us about your purchase experience and for choosing us for your purchase. Getting new appliances is really exciting, and it’s saddening to learn about what you’ve experienced with this purchase. We try to pride ourselves in ensuring we provide great customer service, whether in store, or on the phones. I would be reaching out to someone as well if it were happening to me. I am here to help where I can.
First, I am going to need some more details from you. Please, private message me by clicking on the blue "Private Message" button with your Customer Service PIN off your receipt or order number, full name, phone number, and e-mail address. I look forward to hearing from you.
09-26-2021 11:37 PM