01-14-2019 06:44 PM - last edited on 01-14-2019 07:01 PM by Alexandra-BBY
This has probably been the worst customer care I have ever delt with. My husband and I purchased some appliances from the Best Buy Outlet store in Lynnwood, WA. We purchased a fridge, gas range, washer and dryer. We had them held at the store as we were moving into our brand new house. We were supposed to have them delivered December 3rd. We didnt end up getting them until December 12th. I had to take 2 days off of work to wait for them. Because of course it cant be easy and they cant arrive when the scehduled time is. I had no issues (besides it being late) with the gas range, washer and dryer. However I did have an issue with the fridge delivery. On December 12th I recieved two different deliveries the first being the gas range, washer and dryer. The people delivering it seemed professional and installed it with ease. The fridge delivery (installed by a different delivery man) I was not so lucky. They were supposed to arrive at 3pm. Called me and said they were running late and would be there closer to 5pm. Called me again and said they were running late still and would be there at 5:30. The arrived around 5:45 that night.
Three guys showed up to deliver the fridge. It's a big fridge and I just moved into my brand new home which is a townhouse with split levels. Meaning they did have to move the fridge up a flight of stairs. When they came they spent a good 20-30 mins trying to figure out how to get it through the door. They took off the fridge doors, threw pieces on the ground outside (very unprofessional.) They clearly did not know how to move an appliance, as I could see that it would clearly fit had they moved it in straight (which they were not doing.) They finally got it in, they used the handtruck to move it up the stairs. I could hear the fridge scraping across the walls. As they were becoming careless with it. When they got up to the first landing there are a couple more stairs. Instead of reponsitioning themselves they proceeded to turn the fridge around letting the hand truck and the fridge scape against the walls, scrape a new pantry door, they put a gouge in my hand rail. Then they moved up the stairs and to get the fridge standing upright one of the movers leaned it against our kitchen island. He got his butt up on the counter and held it as the others pushed. He must have been wearing something that was sharp because he scaped the stone on the island. The way they had the fridge positioned as they were brining it up the last few stairs it was slanted and they took bits out of my brand new hard wood floors! They threw their sweatshirt and nasty hat on my new couch. SO UNPROFESSIONAL!!!! Seriously the worst movers ever!
THATS NOT EVEN THE WORST PART THOUGH...when they finally got the fridge in I asked them what they were going to do about the damages done. They said, "Well if you tell someone about this we will get paid less." I proceeded to tell them this is a brand new home and they are responsible for the damages because they did it during moving. They kept insisting they would get less pay. THATS NOT MY PROBLEM!!! There was 3 guys that moved the fridge and they all were making mention of this. They even tried to get me to sign a release of liability. Which ovbiously I DID NOT sign!
Since then I have have contacted Geek Squad. Talked to Gerado (removed per forum guidelines) who was really apathetic to my situation and gave me some great info. Got me quickly connected with someone. But since then the ball has totally dropped on Best Buy's third party who handles claims- Sedgwick. I dont even know why they bother having phone's...they never answer. Doesnt matter what time of day I call. It looked hopefull at first that things would get resolved but I am becoming less and less hopefull. I spoke with a Callie (removed per forum guidelines) who was in charge of my claim. She sent me off to a third party insurance stating that it was that company that moved the fridge, that company I spoke with and they said they were the ones that delivered the washer, dryer and gas range and not the fridge. Then I was passed along to a Nicole (removed per forum guidelines) from Sedgwick who made 1 phone call that I missed and since then I have heard nothing. I have tried to email and call. I have contacted the claim exaiminers to try and reach out, they gave me Matt (removed per forum guidelines) number a supervisor. I have not revieved any phone calls back and have tried to call him. This is so exhausting...all I want is the damages fixed that Best Buy made through delivery. It's a brand new home and it is an eye sore now all the scapes on the walls, gouges in the hand rail, scapes on the door and the kitchen island and chips of my hardwood floor destryoed.
I am really at a loss of what to do. No one will get back to me. No matter how many voicemails I leave, emails I make. Can someone please help me out!
01-15-2019 03:04 PM
No, there is no one there.
Best Buy delivery and installation dropped an appliance on my mom's front stairs, breaking a 2.5 inch thick piece of sandstone and damaging the supporting brick work. That was on December 28. They skedaddled without saying anything, and 5 minutes after they left I discovered the damage. After waiting on hold, I drove to the store in Avon, OH, where we purchased an appliance for my mom. The store manager submitted an escalation, promising that we'd be contacted that afternoon. There was no contact. My brother and I returned to the store, where the manager filed a claim, gave us the claim number, and a toll-free number.
There was a single contact that asked us to provide a time/date stamped photo of the damage, which we did. Since then, crickets.
My mom has emailed phoned and emailed Sedgwick. There has been no response. My mom is 91. Her front steps are now unusable.
01-15-2019 03:29 PM
Thank you for taking the time to visit our community forum and letting us know about your experience with this appliance delivery. Getting a new set of appliances should be an exciting experience so I can only imagine your surprise to see your new home damaged during this installation. I'd be happy to help you take a look in to this to see how we can best assist you. Can you please send me a private message with some more information? I will need to confirm your:
To send a private message please click the button at the bottom of my post across from my name. I look forward to hearing back from you so I can continue to research this.
01-17-2019 01:39 PM
Thank you for sending that information over. Please allow me a few moments to review this, I will be sending you a private message in return. When you receive a message you will see an orange envelope in the top right corner when visiting our forums.