12-10-2018 03:17 PM
Purchased a new Insignia refrigerator on Black Friday and had it delivered less than a week later.
When the refrigerator arrived at our location, the delivery guys told us that the screws were missing for the handle for the freezer and refrigerator door, and that Best Buy would contact us with the next steps to get that issue fixed. So we now have an appliance with handles that are half on.
Never received a call, so I decided to reach out to Best Buy CS instead. When I spoke to CS about this issue, they told me that I would have to pay to have someone come out and repair this. Was transferred over a couple more times and was told that the best option, since it was a recent purchase and still under warranty, was to get a new replacement refrigerator.
Would really appreciate some help on this because why should we have to pay for something that wasn't our fault or error. And also, why the best option would be to go through the hassle of getting a new replacement when we just need the screws attached to the handles.
So really, the refrigerator never came with all the parts, so Best Buy/Insignia essentially sold a defective product and the delivery is actually incomplete.
Please advise. Would really like to come to a resolution on this. Any help is appreciated. Thank you!
12-14-2018 05:23 PM
Hi there jfai2018,
Thank you for taking the time to visit our forum and letting us know about this purchase. I know if I purchased a new refrigerator I would expect it to come with everything required to use it without having to pay more for it. I would be happy to take a look in to this to see how we can best assist you. Can you please send us a private message with some more information? I'll need to confirm your full name, email address, phone number and order number. Do you have any case numbers I can review? You can send us a private message by clicking the button at the bottom of my post.
12-18-2018 07:34 PM
Thanks for the reply. I was able to finally reach CS and have them come out to repair without charge. They are replacing the handles and have scheduled somone to come by, but the handles haven't been received yet. We were initially supposed to have the repair on 12/17, but was pushed to 12/28. Will send you a pm if that doesn't go as planned. Thanks again.
12-19-2018 10:44 AM
I'm very glad to hear that you've been able to get help! Please don't hesitate to reach out to us if you need any further assistance, we'll be happy to help!