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Posts: 2
Registered: ‎12-23-2018
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Damaged Refrigerator - Delayed Delivery - ZERO accountability

I have had the worst experience in my lifetime with Best Buy or just about any appliance delivery. After our refrigerator broke down, I went to the store, picked an Open Box to get the fastest replacement, had a delivery scheduled for Friday that got delayed to Sunday. Today it arrives damaged and the delivery crew has no idea, the store has no idea, the Best Buy Customer "Support" team has no clue and can't access the order for 12-24 hours after scheduled delivery - no one has any accountability or ethics and even empathy towards the inconvenience to the customer!

 

What am I supposed to do, with no refrigerator and no solution?

Posts: 2,759
Topics: 59
Kudos: 274
Blog Posts: 3
Solutions: 134
Registered: ‎04-18-2017

Re: Damaged Refrigerator - Delayed Delivery - ZERO accountability

Hello there ram008-

 

Having an product arrive with damages is never something we want to have happen, and My first intentions are to make sure you’re fully taken care of with replacing your refrigerator.  I’m thankful you took the time to write to us on the Best buy forums for help!

 

Using the email provided at registration I was able to locate the direction of on of our case managers.  Did you have the chance to speak with the store leaders?

 

Hoping to hear back from you soon!

 

Kindly,

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎12-23-2018

Re: Damaged Refrigerator - Delayed Delivery - ZERO accountability

JJ - thanks for the prompt reply -  I did hear from the escalations team and upon their advice, we stopped by the store to pick a replacement. I have to give hats off to Sales Rep, Lee in the Blossom Hill store -he made it right- had reserved a replacement for us before we went to the store, made sure that it was wrapped so that we could self deliver it and get back and running ASAP.

 

Overall, your in-store reps, social media reps get it, the phone reps and delivery personnel leave much to be desired. They need more training on customer experience and empathy. They need to get their facts straight and take effort to understand how to solve problems. 

 

Thank you once again for making this right and anticipating the customer needs. 

Posts: 2,759
Topics: 59
Kudos: 274
Blog Posts: 3
Solutions: 134
Registered: ‎04-18-2017

Re: Damaged Refrigerator - Delayed Delivery - ZERO accountability

Good morning ram008-

 

This is fantastic to hear and I’m excited to hear you were provided with the expert service we strive for and that you deserve when you return.  My offices are in the Corporate Headquarters in Richfield, MN, along with the other support teams, and we appreciate this amazing update!

 

Now that you’ve registered with the Best Buy forums please never hesitate to write back to us if we can ever lend a helping hand!

 

Truly,

JJ|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!