BestBuy.com

[Frankgrimmes]

Hi,

I placed an order for a bar fridge however, it was delivered to me twice now and both times it was damaged. I called a second time today and they told me that they cannot ship a third time and I have to purchase again. I used my reward points to make the purchase meaning I have to wait for the rewards to go back to my account, then call you guys back once my rewards are back in my account and place the order again. This is an odd way to treat a customer who had nothing to do with the damage and has to go through the inconvenience of shipping a fridge back again. Is there anything you can do to expedite this? If not can we have some sort of discount because of the inconvenience? 

Thank you,

[Kayla-BBY Social Media Specialist]

Hey there, Frandgrimmes,

Thanks for taking the time to reach out to us on the Best Buy forum! It certainly sounds like the shipments for your mini fridge haven’t gone to plan. Having unexpected damage from shipping isn’t what we want for our customers at all.

Regarding options for you going forward, if a mini-fridge arrives damaged twice, there would be no way for us to guarantee that a third try wouldn’t have the same result so another reship would no longer be an option open to you. Another option you could consider is returning or exchange the newest reshipped mini fridge at your local Best Buy store instead. If you take what you have to the store instead, they should be able to either help you set up an exchange, or process a refund.

While it still takes about 3 days for a My Best Buy Certificate to return to your account with a store return, in my experience, returning an item to the store is still faster in the long run.  With a mail return, you would have to wait for the product to arrive back at the return center (at least a few days), be processed (about 2-3 business days after we receive the product), and then for the certificates to process back to your account (about 3 business days). I hope this helped to clarify return processing at the store or via mail, but you can also review the Return & Exchange Promise here for more information.

With all of this said, I do have a couple questions for you regarding the fridge you received so I’ll be sending you a private message shortly. You should be able to view your private messages by logging into the forum and selecting the envelope icon in the upper right-hand corner of the screen.

Thank you,