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Posts: 1
Registered: ‎10-06-2021

Damaged Refrigerator and No Response from Best Buy


  1. I purchased a Whirlpool refrigerator/freezer online on Aug 19.


  1. It was delivered on Aug 23; it arrived damaged (dent in door and damaged handle). They left it with me because at least it was working (cooling).


  1. I notified Best Buy the same day requesting exchange for an undamaged unit.


  1. A delivery crew returned on Aug 27 but the replacement was even more damaged than the first one (its water inlet was damaged and unusable). I did not let them bring that one into the house.


  1. I have called the customer service number on 8/30, 9/2, 9/7, 9/11,9/15, 9/20, 9/27 and 10/4. The story I get is the same each time

They say my order is “in transit”, and it can’t be changed or another delivery scheduled until that has cleared. They say they will “escalate my request”, “fill out a form”, “put it in the queue”, “have a supervisor call me”, and my status should clear in 24 hours. Nothing has happened; no one has called. It’s now been 7 weeks.


  1. Since Best Buy will not respond, I took it up with my credit card company. They tell me Best Buy’s response to my complaint to them was that I bought the appliance in the store (I did not; see #1 above), nor do I see what difference that would make; and Best Buy “already exchanged my unit once and will not do so again.” They did not replace/exchange my damaged unit (see #4 above), and if the problem is both the original and offered exchange unit were damaged, their response makes no sense.


I just want the undamaged refrigerator freezer/I paid for. Best Buy is ignoring me. Can you help? Thank you.

Posts: 6,667
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Registered: ‎08-21-2017

Re: Damaged Refrigerator and No Response from Best Buy

Hi there, mainswor, me a 


Welcome to our community forums. I appreciate you taking the time to write to us and letting us know about your experience with this order. I know that a new appliance is a big purchase and I would want everything to be perfect if I were in your shoes. I would be glad to review your case history and see what options I may have to help.


I will need to gather some more information in order to do so. Can you please send me a private message that includes your:


Full name

Email address

Phone number

Order number


You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your response. 

AndrewB|Social Media Specialist | Best Buy® Corporate
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