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New Member
Posts: 6
Registered: ‎04-05-2021

Need help. Can’t get a manager! Damaged drink fridge. New one never arrived.

I need help! I ordered a beverage refrigerator from BEST BUY. It was delivered with a large dent to box and a big dent to side of refrigerator. I immediately took photos and called customer service. I was told a new one would be shipped and damaged one picked up. Never received new one but tracking says they delivered new one. Daughter was home on day supposedly delivered. I don’t know if driver delivered to wrong home or stolen or what I believe NEVER DELIVERED! Tracking tag left per customer service has invalid number. WHAT. HOW IS THAT EVEN POSSIBLE. Never has damaged one been picked up. I have called and called. Always told something different. Today I was told I need to PAY AGAIN FOR ANOTHER REFRIG TO DO A RETURN! I understand issues happen but this has gone on for weeks. I refused to give credit card info for a new machine. Customer support said I would receive email immediately explaining when damaged refrigerator would be picked up. NEVER HAVE RECEIVED ANY EMAIL WITH INFO. PLEASE HELP ME. Not exaggerating I believe I have called 15 times. Been on hold for total probably 3 hours. Been disconnected 5 times. Last time disconnected was todayWHEN . I begged for a supervisor and was on hold for 15 mins and again DISCONNECTED. I AM SO DISAPPOINTED W BEST BUY. HELP.
Posts: 5,814
Topics: 196
Kudos: 547
Solutions: 285
Registered: ‎08-21-2017

Re: Need help. Can’t get a manager! Damaged drink fridge. New one never arrived.

Good afternoon, Merstew007,

 

Thank you for taking the time to visit us here on our community forums and letting us know about your order. It's certainly strange to hear that this second shipment was marked as delivered but you haven't been to locate it. I'm not quite sure I understand why you would need to make a purchase in order to process a return and I'd like to take a closer look into this to see how I may be able to help.

 

I'd like to start off by reviewing your case history and order details. I will need a bit more information in order to do so. Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

Order number

 

You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your response.

AndrewB|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: 6
Registered: ‎04-05-2021

Re: Need help. Can’t get a manager! Damaged drink fridge. New one never arrived.

[ Edited ]

Thank you SO MUCH for responding! {removed per forum guidelines} {removed per forum guidelines} {removed per forum guidelines}. {removed per forum guidelines}. Order number. {removed per forum guidelines}. I was told yesterday day by custom service that I would receive an email after phone call telling when pick up would be for damaged refrigerator. Never received any email. So frustrated. I want new refrigerator and damaged one picked up. Been going on for weeks. Meredith. Please please help.

New Member
Posts: 6
Registered: ‎04-05-2021

Re: Need help. Can’t get a manager! Damaged drink fridge. New one never arrived.

Hi Andrew! Your fast follow up is soooo encouraging. No refrigerator was not picked up. I don’t know if you can see on line all the times I have called the 800 number. Another odd thing that makes no sense is I have a door tag from Ontrac shipper. I contacted them as form wasn’t filled out. They said they delivered fridge but didn’t. Best Buy said tracking number on door tag DIDNT bring up anything and was invalid. Also have door tag from ups. Still no pick up. Bottom line is damaged fridge has been on front porch for over a week and no one comes. One customer service rep at Best Buy said carrier would deliver new fridge and remove damage one at same time. Other Best Buy rep said “no” one carrier picks up damaged product and another carrier relievers new one. BOTTOM LINE IS NO EMAIL TELLING ME WHAT IS HAPPENING. I WANT DAMAGED REFRIGERATOR REMOVED AND NEW ONE DELIVERED. PLEASE
Posts: 5,814
Topics: 196
Kudos: 547
Solutions: 285
Registered: ‎08-21-2017

Re: Need help. Can’t get a manager! Damaged drink fridge. New one never arrived.

Hi there, Merstew007,

 

I removed several pieces of information as it was posted publicly. I'll be sending you a private message with some more details shortly. You can check your inbox by clicking the orange envelope in the top right corner of your screen.

 

I'll keep an eye out for your message!

AndrewB|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: 6
Registered: ‎04-05-2021

Re: Need help. Can’t get a manager! Damaged drink fridge. New one never arrived.

I received an email today saying return for damaged fridge is happening. WHEN WILL I GET RMAIL SAYING NEW REPLACEMENT FRIDGE IS COMING?
Posts: 5,814
Topics: 196
Kudos: 547
Solutions: 285
Registered: ‎08-21-2017

Re: Need help. Can’t get a manager! Damaged drink fridge. New one never arrived.

Hi there, Merstew007,

 

Thank you for taking the time to follow up with on your thread here. As I mentioned in my previous private message, I am currently working with our support teams to determine how to best assist you. I hope to have an update for you soon.

 

When more information is available I will send you another private message. As a reminder, you can check your inbox by clicking on the orange envelope in the top right corner of your screen.

AndrewB|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: 6
Registered: ‎04-05-2021

Re: Need help. Can’t get a manager! Damaged drink fridge. New one never arrived.

It seems like processing a replacement would come at same time as return. Seems like getting damaged product back is more important to BEST BUY than MEETING CUSTOMER NEED and sending out new product I paid for weeks ago.
New Member
Posts: 6
Registered: ‎04-05-2021

Re: Need help. Can’t get a manager! Damaged drink fridge. New one never arrived.

FINALLY DAMAGED REFRIGERATOR PICKED UP FROM PORCH.

GOT REFUND.
DIDNT WANT REFUND. WANTED NON DAMAGED REFRIGERATOR REPLACED. GIVE UP.