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Posts: 1
Registered: ‎08-06-2020

Bought online New - Recieved "Scratch and Dent" Instead

[ Edited ]

I ordered a Danby - 7 Cu. Ft. Top-Freezer Refrigerator - Black/Stainless Steel Look; ModelSmiley Very HappyFF070B1BSLDB-6SKU:6402043 online on 7/22/20.  Order number: {removed per forum guidelines}.


The Refrigerator was severely damaged: corners smashed in; dents on doors; bottom rear crushed.  This was due to inadequate packaging from manufacturer in addition to poor shipping.


Returning the Refrigerator was difficult and time consuming.  Was on the phone for hours with Best Buy, most of the time waiting to get transferred to someone who could help, dropped calls, no call backs.  Ended up pressing “0” dozens of times to get through.


Was told to repack the Refrigerator in original damaged packaging.  My wife and I are in our 60s so it was difficult moving the Refrigerator (100+ lbs). UPS would pick up the Refrigerator at a later date.


We ended up ordering another Refrigerator hoping it would arrive like new.  It did not.


The “new” Refrigerator was banged up, but nowhere near as bad as the first one.  A huge dent in the upper left corner. Some minor dents all around.


We did not want to go through the same return process:  spending hours on the phone, re-packaging the unit, waiting for it to be picked up, etc.


If we saw this Refrigerator on Best Buy’s floor as a “scratch and dent”, we would have considered buying it.  We would never pay full price for a scratch and dent.  Sadly, that’s what we now have.


We would be happy with a scratch and dent credit on this unit.  We covered the larger dent in the upper left corner with a photo.  We can live with the other dents...


Please let us know how we can receive a credit without having to return the unit. We have documentation and photos to back this up.


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Registered: ‎11-23-2018

Re: Bought online New - Recieved "Scratch and Dent" Instead

Hello, dl1236, and welcome to our online community!


Thank you for reaching out to us on the forum for support. Purchasing an appliance is a big deal, and I'm sure you were looking forward to receiving your new Danby refrigerator. I hate to hear your first unit arrived damaged and you had a difficult time returning the purchase, as I can imagine how great of an inconvenience that whole process must have been. After everything, to hear your second fridge arrived damaged as well is definitely not what we want to hear.


That being said, I'd be happy to look into your purchase and account further to see what I can do to help. To start, please send me a private message including your full name, email, and phone number. You can find the blue option to message me to the right of my name below.


All the best,

Allison|Social Media Specialist | Best Buy® Corporate
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