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Registered: ‎04-08-2019

Damaged Range Upon Delivery - Order Number: {removed per forum guidelines}

[ Edited ]
Re: Order Number: {removed per forum guidelines} ($7,773)
Escalation # {removed per forum guidelines}  
 
Is anyone listening at Best Buy?  Will someone with the ability to make a decision please contact me or at least acknowledge that they have received my escalation email?  18 phone calls with "nice people" and 3 emails has gotten nowhere.
 
The below email text was emailed on April 1, 2019 at around 10:15pm.  It was later emailed again on April 4, 2019 as can be seen below.  I have yet to receive a response.
 
I most recently spoke with Krista at Home Delivery (866-585-4494) on April 4.  Krista let me know that the original email did not go through as the files were too large.  I'm not sure how she knew this but she was definite in her response.  Also, I did not get my email kicked back so it went through to someone.  Very odd that it was obviously received by Best Buy, as Krista confirmed, but no one followed up to see what the photo's or files were that did not come through.
 
Regards,
 
Matthew
 
Here is and excerpt from one of the emails:

 

I received my range (order number {removed per forum guidelines}) on February 8, 2019 and damaged was discovered upon unloading.  When we partially unboxed the unit before bringing it in the house we saw the damage clearly and the delivery driver made notes of the damage.  It appears that forks from a lift were used on the wrong side of the box and dented the drawer and frame where the drawer meets the frame.  I made my first call to Best Buy on February 13.  Later it was noticed that the control panel was not fitting properly either.  All this can be seen in the attached pictures.  

 

From this point on I made various phone calls and emails to Best Buy Geek Squad, LG, and Don's home appliances and was bounced back and forth from business to business.  Geek Squad said warrantee issue, LG said ok warrantee issue but my warranty was voided when damaged on delivery so it would be under extended warranty, and we will repair but repair contractor is on vacation, once Don's home appliance returned from vacation they called me to say they do not service Digby, Nova Scotia.  LG then said I would have to ship it to them.  This appeared bizarre to me as it would be a large cost for me to ship the range that far as well as difficult lifting it down my winding front steps and then re lifting it back up my front steps again when I paid to ship it back to me.  It would be much cheaper for all concderned if LG or Best Buy, or Assurance Warrantee, or whoever to pay Don's home appliance their travel cost rate as it would not be that expensive.  LG (Del, I believe) finally said call Best Buy again and see what they can do as we have no one in your area to service the range.  All the time I was making these calls I was being bounced back and forth between Best Buy and LG and Dons Home appliance.  Somehow I may have even been directed to Assurance (the extended warantee people) although I'm not positive.  I've delt with Christina with Best Buy Customer service for online orders, Del, with LG service, Frank Lewis, supervisor with LG service, Michelle with Geek Squad Existing Claims, Krista with Best Buy home delivery (3 times on different days), and others.  See attached image of some of the phone calls made. (no images in this post).

  

The bottom line is I'm really tired of the run-around and want the unit replaced as it should have been in the first place, preferably with Best Buy using a delivery method so that I, personally, do not have to box up the old unit and place it curbside as it is difficult to arrange a dolly, and friends willing to spend their time trying not to drop an expensive range down turning rock wall steps. It would be good if Best buy uses a shipper who will come in to my house, picks up the old unit and bring in the new unit directly to my kitchen. Obviously I can install it from there.

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Re: Damaged Range Upon Delivery - Order Number: {removed per forum guidelines}

Good evening, Matt954,

 

Welcome to our forums, and thank you for taking the time to share your feedback with us.  Regardless of where the appliance was purchased, having to deal with a delivery that has not gone as smoothly as expected is an understandably frustrating experience, and I regret the inconvenience this experience has undoubtedly caused you.

 

Although we’ve removed the order number and escalation number you’ve provided to protect your privacy, based on the additional information you’ve provided, it appears this range was purchased with Best Buy Canada.  Please know that these Support Forums are intended to assist customers with purchases made through Best Buy in the U.S., or BestBuy.com.

 

With that said, I’ve forwarded your post, and the email address you’ve used to register to our Support Forums to our contacts in Best Buy Canada, to request their assistance in this matter.  Going forward, I’m optimistic you’ll be receiving a follow-up from them soon, but if you need any additional assistance while awaiting their response, Best Buy Canada has a Help & Customer Service page, or they can be reached at 1-866-237-8289.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎04-08-2019

Re: Damaged Range Upon Delivery - Order Number: {removed per forum guidelines}

Thank you.