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Posts: 2
Registered: ‎05-25-2019

Customer service/delivery nightmare

So, my 9 year old refrigerator decided to stop making cold. We have been buying all our electronics from Best Buy for the last 12 -15 years but major appliances from a different store. I convinced my wife to give Best Buy a shot. The salesman in super nice, sells us an discontinuing floor model with a great discount, tells us he can't deliver it for 10 days. Fine, we'll survive without fridge for a few days. On the day of delivery my wife takes half a day off. Delivery company brings the fridge and it's clearly damaged. It looked like someone dropped it, motor housing was bend, all shelves inside broken. Nobody seems to know what happened, nobody is taking responsibility. We drive back to the store that evening, Pacific Kitchens manager incincerely apologizes, states the best he can do is to return the money, does not own up to the screw up, blames it on delivery company "they're not Best Buy, they're contractors". After an hour at the store he suggests that Samsung usually discounts appliances for Memorial Day "at least 30 percent, I've been in this business for a very long time, they always do, come back on Thursday and we can deliver that Saturday". Thursday comes, discount is only 17%. Another hour at the store, he discounts it further, still not quite 30%. Can't deliver on Saturday, Monday is the earlist...Fine. Monday comes, another lost half day for wife, no delivery. Call the store back. "I never told you Monday, I said next Saturday". After another 30 minutes on the phone agree on Thursday. Get confirmation email Thursday between 4-6 pm. Wednesday 11 am delivery company calls "be home in 30 minutes". Can't do it, agreed on Thursday. Thursday delivery company calls at 11 am "be home in 30 minutes". No, the appointment is for 4-6 pm. Pacific Kitchens manager calls my wife and accused her of lying about scheduled appointment. Finally at 4 pm fridge is delivered and installed, no issues with delivery company or the new refrigerator. The whole three weeks we're waiting for the fridge Best Buy keeps sending us emails "how are you enjoying your new fridge", "come buy matching appliances" which almost seems like we're being mocked. Certainly feel that Best Buy should have handled this very differently and I feel that I should be a) given the benefit of the bargain I made on my initial purchase, b) compensated for leaving without a working fridge for three weeks, unncessesary time off my wife had to take from work to wait for deliveries and talk to the store on the phone and c) compensated for the way Best Buy employee spoke to my wife.


Posts: 7,191
Topics: 116
Kudos: 343
Solutions: 394
Registered: ‎12-23-2016

Re: Customer service/delivery nightmare

Hello, slava550,


Thanks so much for joining us at the Best Buy Community forums. I apologize for the poor experience you had with your recent delivery and in the store. I’ve had a refrigerator go out on me before, and I understand how much of a pain it is to get along without one. Add on to that the delivery date issue, your wife’s experience in the store, and the damaged appliance, I’m sure you are very frustrated.


I can’t promise any specific result, but I’d like to look into this for you a bit more deeply. Please get back to me with your name, email address, phone number, and any order numbers you have. Please send that through a private message, by using the link in my signature.


Please note that your privacy is very important to us. Because of that, under our Privacy Policy, we are only able to speak with the original purchaser in situations like this. If your wife is the one that made the purchase, I’d ask that she register her own account and reach out to us instead.



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