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Posts: 1
Registered: ‎03-12-2020

Damaged Refrigerator When Delivered - Terrible Customer Service Supervisor

We purchased a refrigerator on Feb 10th from Best Buy for delivery on Feb. 21st.  The person who was delivering our fridge dropped the freezer hammer and it dented the freezer door.  He gave us a number and told us to call them and let them know and that he would also be sending a picture to his manager.  I contacted the number 1800-304-1259 several days later and they informed me that I had 3 options- 1) return fridge for a replacement 2) They could order a new freezer door and have it installed  3) $150 credit   I told them I needed to speak to my husband and would call back.  I called back today and they are telling me that there was a 15 day return policy on the delivery of appliances.  I tried to explain that I didn't want to make a return I was simply calling to let them know that I'd like to have the freezer door replaced and I would keep the current fridge(hence no return).  I was then transferred to a Supervisor- Dwayne F  who was extremely rude.  I explained that I wasn't aware that I had to call back in 15 days when the delivery person damaged the fridge  He then told me that I obviously didn't read the bottom of the receipt with the return policy. It was my responsiblity to read the return policy. I again told him I wasn't returning anything and was calling about the damage upon delivery.  He was extremely unprofessional.  This is the second time that we have purchased all of our appliances from Best Buy and we will not be doing it again!   I reached out to the chat and they are informing me that I now need to go into the store and talk with the manager to see if there is anything they able to do because they were purchased in the store. 


I am extremely frustrated by the lack of customer service that I dealt with on the phone especially because this isn't a small purchase we made. I was never informed that this would be considered a return and had 15 days to make a decision. 




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Registered: ‎08-21-2017

Re: Damaged Refrigerator When Delivered - Terrible Customer Service Supervisor

Good morning, alv2727,

Welcome to our community forums and thank you for taking the time to let us know about your appliance purchase. I know that I would want any new appliance in my home to not only perform how I expected but also look perfect. Our Return & Exchange Promise allows for a 15-day day period to contact us regarding defects, damage or other issues so we can see how to best assist you.


With that said, I would be glad to see if we may have any options available to assist you at this time. I'd like to start off by reviewing your case history. Can you please send me a private message with a few more details? I will need to confirm your:


Full name

Email address

Phone number

Order number


You can send me a private message by clicking the blue button at the bottom of this post. I look forward to your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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