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Posts: 2
Registered: ‎05-30-2021

Damage walls and a defective refrigerator !!!!

To who it may Concern, 


I am reaching out to you to express my experience with my recent online purchase. On April 25th, I purchased was excited to buy a GE - 27 Cu. Ft. French Door Fingerprint Resistant Refrigerator - Stainless steel. With being a longstanding customer of Best Buy, I have made serval purchases from Tv's to small electronics with constantly receiving the best customer experience.


After and shopping around was excited to find a new refrigerator at Best buy that I knew my family and I would enjoy. I purchased the refrigerator online for $1979.99, a total charge of $2178.64 to include the kit and haul-away services. 



The delivery date is when the nightmare began; the Geek squad arrived at my home, and the installation started. The refrigerator was installed, so I thought without a hitch. Once the installation was complete, the tech took an inside picture of the refrigerator and apologized for the mess left behind. I was unsure why this was not cleaned up. There was debris left from the unboxing. (i.e., foam material, plastic, etc..)   

 Even with being left to clean up the mess, I was excited to have our family's new refrigeration home. I began to return items into my NEW SHINY refrigerator; during this, the handle to the freezer door fell off. I immediately tried to call and text the installers to advise me on the proper channels to rectify this situation. While waiting for a return call, I notice that there was damage done to my property during the install. After waiting serval hours with no return call or text from the installers, I decided to contact Best BUY.  



5/15/2021- I contacted Best Buy ( I did not write down the representative’s name) and reported the handle falling off and damage done to my property ( The walls in the entryway to the kitchen were damaged during the installation. I was advised a ticket would be placed for repairs, and I would expect a return call within twenty-four hours to schedule an appointment date. When I called to report my concerns on May 15th, I was compensated for the cost to repair my damaged property. I was offered compensation in the amount of $594.00 for the damage to my home. I have since had the damage repaired; the cost of repair and labor cost me $1150.00. I was given a fraction of to cost to repair the damage done by your team. (- $556.00)


I noticed snow-like consistency developing in the freezer throughout the week. The left side door seems not to have enough tension as when opening, the door would quickly extend to the maximum opening, unlike the right side.


5/21 @ 9:15 pm- I contacted Best Buy and spoke to Mattie. I report the broken door handle again, and now the snow-like consistency in the freezer and the loose left side door. Mattie THEN created a service ticket and for a technician to come to my home. The appointment was set for 5/29/21.


5/22/2021- I left a low-rated review to include the above pictures (as recommended) on the Best Buy website, hoping that someone from management would contact me for a resolution; however, to date, this has not happened.



5/29/2021- 12:05 pm The Geek squad came to my home and inspected the purchased refrigerator. After inspection, I was advised that the purchased product was defective. The freezer rails were not aligned, causing the freezer not to close properly without force on the right side. I was asked to contact Best buy for options.


5/29/2021 12:36 pm I contacted Geek Squad at 800-443-5778 and spoke with Diane. I explained my situation and the finding of the tech. Diane verified the information, and the tech documented the service request as "the refrigerator could not be repaired and deemed defective." While speaking with Diane, she started a request for the refrigerator to be exchanged. I was then advised that the original refrigerator was no longer available. She reviewed the available refrigerators in stock; however, due to the limited supply for the size I purchased, she offered me another refrigerator brand. I told Diane I would like to stay with the GE purchase as all my kitchen appliances are GE. Diane went on further to say she understood and spoke to a supervisor to review other options. We then discussed the 24.8 CU Ft. GE refrigerator. I accepted 24.8 CU Ft as an exchange even though it was smaller. I was then told that the 24.8 CU ft. was no longer available. At that point, she referred me to the sales department to see if there was a comparable refrigerator at the same price point. I went online and inquired about the 25.7 CU ft—GE refrigerator (still smaller but available) during the call. Diane placed me on hold again to seek direction in exchanging my refrigerator for the 25.7 CU ft. GE. Diane returned and stated that the 25.7 Cu ft. was not an option due to the price point.


I asked about a price override as I am sacrificing space, the overall dissatisfaction of my shopping experience, and the inconvenience to me and my family. I explained to Diane that I felt that I had to settle and make a sacrifice and accept what was given. I ask to speak to the supervisor that was assisting her with my call.


 I was transferred to a supervisor named Lisa. Lisa showed no compassion and kept reiterating that I accepted $594.00. therefore, to exchange the refrigeration to the available 25.7 CU ft. was not an option, and she would not approve the exchange. I explained to Lisa that I accepted the $594.00 to repair the damage done to my home, and I could not understand why the $594.00 was deducted from the price of the refrigerator when I am seeking a resolution due to the refrigerator in my possession arrive defective. As it was not my fault, my home was damaged and now the owner of a faulty refrigerator. I explain to Lisa that I just wanted to be made whole again.   


Ultimately after 3 hours on the phone, I was given three options.


  • Purchase the 25.7 CU ft- pay the difference.
  • Return the original refrigerator – Refund to me- ($1385.99) $1979.99-$594.00=$1385.99
  • Select a different brand. 


Lisa then advised me that she would approve an additional week for me to make a decision.


I have been consistent in contacting BEST BUY since the date of delivery.



I would like to conclude in my situation Best Buy DID NOT uphold the promise displayed on the website:

Our promise.

We work hard every day to enrich the lives of our customers through technology, whether you come to us online, visit our stores or invite us into your home. If you are not fully satisfied with your purchase, let us help you with a replacement, return or repair….








Posts: 172
Topics: 3
Kudos: 9
Solutions: 7
Registered: ‎11-12-2018

Re: Damage walls and a defective refrigerator !!!!

Hello, tshack!

Thank you for reaching out to us. Choosing new appliances can be an investment in your home, and I’m sad to hear that things have not gone as expected during the delivery. We strive to provide the best service possible, and I’d be happy to take a deeper look into the situation and review what happened. To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.



Natalie|Social Media Specialist | Best Buy® Corporate
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