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Registered: ‎05-04-2019

Best Buy taking a Lack of responsibilty. Being given the runaround by insurers and delivery company.

[ Edited ]

Ref “Elite Plus” customer {removed per forum guidelines}

I wish to raise a formal complaint against Best Buy.

On December 19th, 2018, I visited the store in El Segundo California and ordered a number of kitchen appliances on Order Number: {removed per forum guidelines}, totaling $4371.80.
Delivery was scheduled for January 5th

The delivery was made by a company called SAAV Installation. During the installation, the delivery company caused severe damage to my stairwell, walls, ceiling and hand rails as well as the new refrigerator itself. I sent pictures of the damage to Best buy.I contacted my sale person ant Best buy immediately. The delivery team stopped the delivery (having delivered one of 4 pieces) and stated that they would return in two days with a “four-man team”.
I forwarded pictures of the damage to best buy.

Before leaving he asked that I sign a delivery document which I agreed to do only if he noted the damage. I retained a copy of that document which reads :

Best Buy aware that Refrigerator is in place and old unit is in front of new Refrigerator. Need four-man Crew to remove old unit and replace Refrigerator which has damage to door. Damage to wall / ceiling.

This was hand written on the document by the delivery company. This cannot be clearer.

On July 11th a team returned to complete the delivery. Unbeknown to me, this time it was a different delivery company called N.A. Logistics whom were contracted by Control transportation Inc. This delivery caused as much if not more damage than the original delivery as they removed the old refrigerator, replaced the one that had been damaged and delivered the oven, dishwasher and microwave.

I asked my rep at Best Buy what I should do, she told me to go ahead and get the repairs done and put me in touch with Sedgwick, claim number {removed per forum guidelines}

I was contacted by a Ms Callie {removed per forum guidelines} of Sedgwick on February 2nd and began the claims process. I had multiple communications with Sedgwick on 2/25; 3/5; 3/12 where she copied in multiple people at both delivery companies and best buy.

On April 10th – a full 4 months later – I received a letter from one of those companies, N.A. Logistics, accepting zero responsibility for any of the damages, and referencing a Mr. Paul {removed per forum guidelines}of Best Buy – for whom I have no contact information.

My contract to purchase these products is with Best Buy. The price included delivery.

It is extremely obvious that N.A. Logistics and SAAV are simply blaming each other with neither prepared to take responsibility for the damages caused.

I am Best Buy’s customer. I should not have to spend 4 months dealing with this issue. I visited the store yesterday and spoke with the Manager, Christopher {removed per forum guidelines}. He simply told me tthere is nothing that Best Buy can do and I should circle back to Sedgwick. I have already been given the run around by Sedgwick.

Best Buy need to take responsibility to get this situation corrected and get me recompensed for the repairs that were required.
They should not simply keep regurgitating this back to their vendors – I want nothing else to do with them.
So much for being an “Elite Plus” customer!

Posts: 7,180
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Registered: ‎12-23-2016

Re: Best Buy taking a Lack of responsibilty. Being given the runaround by insurers and delivery c...

Hello, gordonawood,

Thanks so much for joining us at the Best Buy Community forums, and thank you for being an Elite Plus My Best Buy member. I’m sorry you had such a poor experience with your delivery and with that damage. 

As you were informed at the store, Sedgwick Claims Management, Inc is the company that handles these claims for us. If the third parties have denied your claim, and you disagree with that, you would need to follow up with them.

From your post, it sounds like you have not spoken with them since your claim was denied by the third party. I suggest giving them a call at 855-832-1333. They should be able to help you review the claim.

If you’re unable to reach them, please let me know. I can see if I can help you get in touch.


Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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