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New Member
Posts: 3
Registered: ‎08-10-2022

What the buying/service experience is like…

I’d like to take the time to let you know that your customer service experience is the absolute pits!

As a corporate trainer, I’m embarrassed for them. I’m also 20 weeks in on a fridge purchase without an actual functional fridge.

I bought a fridge on 3/7/2022 At the Marlton, NJ Best Buy outlet for $1000. Within a few weeks, a Geek Squad was at the house trying to diagnose why the freezer looks like the tundra, while the fridge part cost us hundreds in groceries that rotted from not ENOUGH cold air. They tried tightening the door, they told us not to put item on the door racks(?) and it should be fine. It wasn’t. It wasn’t until a SECOND Geek Squadder said that the door is not cut to seal the threshold of the fridge…it’s misshapen and that THAT was the issue.

When I bought the fridge the only disclaimer hand-written on the unit said “Scratch.” That wasn’t an issue for my wife and I but if it was HONEST and said “Door doesn’t seal the fridge” it would have never been bought.

This is quintessential bait and switch, by the way.

I proceeded to spent weeks messaging customer service with them PROMISING me someone from the store would contact me, to no avail.

Then, I called into your glorious customer service department and after Waiting on hold for multiple people over the course of DAYS, a rude lady said “Just go to the store and talk to someone.”

I told her that I was now OUT of my 60 day return and was told to call service. They replied With. “We’ll just go there.” I told her that answer was unacceptable and I asked for a supervisor and was hung up on.

Finally, I went to the store with screen shots of 8 weeks of messages, phone calls and geek squad receipts on 08/05/2022. The young man that helped me told me he had been with the company since 2014 and he KNEW that customer service was a disaster. He promised me to switch my fridge out and have it delivered for 08/09/2022. I was told the delivery guy had me first on his list as a priority and I can expect a text message before his arrival.

I waited ALL day for the fridge…again, to no avail.

In the end, my wife went up to the Outlet store only to find that the order was never PLACED and no fridge is coming.

After making a Karen-Worthy meltdown over losing well over the cost of the fridge JUST IN GROCERIES, a fridge was supposedly put on a truck today.

Again…we bought our fridge 20 weeks ago and we have yet to own a working unit.

We lost ‘The Wiz’ on the east coast to this level of integrity?!? This level of customer service?!

It’s a disgrace.
Posts: 135
Topics: 3
Kudos: 9
Solutions: 6
Registered: ‎01-17-2020

Re: What the buying/service experience is like…

Hi there, Sperrazzae, 

 

Thank you for reaching out to us here on our Forums Page regarding your attempts to get assistance with your refrigerator. I'd love to ensure that this addressed fully. That said, can you please send us a Private Message verifying your full name, email address, and phone number? 

 

Thank you for your patience here.

Duncan|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎08-10-2022

Re: What the buying/service experience is like…

Hey Duncan, I’ve sent you 2 messages that you never responded to and your corporate office promised me a call within a 24 hour window, YESTERDAY.

So, this is the company culture, all the way through, huh?
New Member
Posts: 3
Registered: ‎08-10-2022

Re: What the buying/service experience is like…

Hi, Duncan, it's been FIVE DAYS.

Glad I chose your Message Forum for resolution. Thanks for keeping the customer experience consistent with what I have dealt with.Smiley Mad

Spoiler
 
Posts: 76
Topics: 1
Kudos: 16
Solutions: 6
Registered: ‎01-17-2020

Re: What the buying/service experience is like…

Hello, Sperrazzae,

 

We have located your recent private messages and have replied accordingly.

 

Chat soon,

Blue|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!