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New Member
Posts: 5
Registered: ‎05-27-2019
Accepted Solution

Formal Complaint

[ Edited ]

I placed an online order for pick up about 2 weeks ago for a minifreezer (order no: {removed per forum guidelines}.  On Saturday 5/25 I picked up the order from the store at 44A Albany Turnpike, West Simsbury, CT 06092.  I arrived home and unpackaged the minifreezer only to find it was damaged in two locations.  I promptly called the store to report the damage and was transferred to the online store as that was where the order originated from.  When connected with the online store, I asked if a new freezer could be delivered to replace the damaged one.  THe person I spoke with said a manager would be in touch with me later that day.  I never heard back.  I called the store again today (5/27) and was again connected to the online store.  I spoke with Sheila who said that Best Buy would not be able to have a new appliance delivered to my house and that if I wanted an exchange I would need to ship the freezer back or bring it to the store.  I did not feel that I should be inconvenienced simply due to the fact I received a damaged peice of equipment.  She gave me a case number {removed per forum guidelines} an suggested I call the local store.  I called the store and spoke with the manager (Rob) who said I had two choices: 1) Bring the freezer back to the store for a return or refund or 2) Return the freezer via UPS.  I explained that the box the freezer came in had plastic tie straps and that the foam inserts were damaged (upon arrival) and that the freezer probably wouldn't be able to be securely put back into the box.  He said that UPS would likely not be able to pick up the freezer if it wasn't secure.  I also asked about having someone come out to repair or investigate the damage as I have a protection plan.  However I was told that the protection plan was for in-store only and I would need to bring the freezer back in.

 

I was essentially told that my only option was to package up and lug a defective 92.53lb appliance back to a store 35 minutes away.  This is something I do not think is fair and I am asking Best Buy to do what is right for a long-time customer.  Please let me know if something can be done.

New Member
Posts: 5
Registered: ‎05-27-2019

Re: Formal Complaint

I would appreciate a response before the 15 day return policy expires.

Highlighted
Posts: 720
Topics: 25
Kudos: 200
Solutions: 53
Registered: ‎02-09-2011

Re: Formal Complaint

The forum moderators work on a first come, first serve basis and it can take a few days to get a response from one of them. I would sit tight and they should be with you shortly as it's been 2 days already.
New Member
Posts: 5
Registered: ‎05-27-2019

Re: Formal Complaint

Thanks.  I'm new at this.  I looked at similar forums and the response time seemed pretty quick.  That's what I was basing my expectation on.

Posts: 1,742
Topics: 14
Kudos: 130
Solutions: 86
Registered: ‎10-19-2017

Re: Formal Complaint

Hello, mikew0683,

 

Welcome to the forums!

 

I appreciate you taking the time to join and write us regarding your order. We do our best to respond in a timely fashion, and it was not my intent to make you feel unheard. Regarding the options provided by your local store are pretty normal, but I am happy to look into this for you to see how I can assist.

 

First, I am going to need some more details from you. Will you please private message me with your order number, full name, phone number, and e-mail address. To send it, click on the blue button next to my signature. I look forward to hearing from you.

 

Regards,

Deysha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎05-27-2019

Re: Formal Complaint

Thanks Deysha.  I just sent you a message.

New Member
Posts: 5
Registered: ‎05-27-2019

Re: Formal Complaint

Just to let the public forum know of the outcome, here it is:

 

Best Buy told me that my options were to bring the damaged freezer back to the store or contact the manufacturer myself for replacement parts.

I'm done with Best Buy forever.  And it's a shame because EVERY other experience I've had with them was great.  But this far overshadows all of those good experiences.

 

Good luck Best Buy.

 

Customers-beware.