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New Member
Posts: 1
Registered: ‎08-23-2022

Damaged appliances

We ordered a new Samsung fridge and washer and dryer. On delivery day (8/19)  the appliances were damaged. The fridge had a more cosmetic dent, so it was able to be installed so we could use it until a replacement came. The washing machine was too badly damaged and could not be installed. The delivery drivers took it back to the warehouse. Little did I know, that was a terrible idea to do. I should have kept it. Maybe I would have a washer by now. 


It was easy to make the replacement appointment for the fridge. I used the online chat service and they were able to set me up with an appointment for a few days. The online chat person told me since the washing machine went back to the warehouse, that the warehouse staff would have to call me about arranging a new appliance and delivery. It was a friday, so no one got back to me that night or at any time over the weekend. I tried to use the chat function over the weekend to arrange getting a new delivery date, but no one was able to help. I was told someone would call. Finally today I called customer service and the agent on the phone was able to help me set up a new delivery date. It is now this Friday. That is the soonest we can have it delivered. I tried to see if there was ANY way we could get it sooner but she said no. I have an infant who goes through clothes very quickly. I NEED a washing machine. It is Best Buy's fault that my washer was damaged and unable to be used on the day of delivery. No one told me that sending it back to the warehouse would further prolong delivery of a replacement. I need either a free washing machine or I need delivery of this washing machine sooner than Friday. We had a great experience in store with our sales team member, but after that it has been a nightmare dealing with Best Buy. 

Social Media Specialist
Posts: 111
Registered: ‎10-19-2020

Re: Damaged appliances

Hey there, mdrinkard,


Thanks for joining our community forums. I regret to hear that you had an issue with one of your orders, and I can understand how frustrating that may be. Were you able to get any help with this issue? If not, I would love to assist further. Can you please send me a private message with your full name, telephone number, email address, and order number? I look forward to speaking with you soon.

Jacob W|Senior Social Media Specialist | Best Buy® Corporate
As of March 20th, our Forums will no longer be available, for future support please reach out to us on Social Media or
New Member
Posts: 3
Registered: ‎08-24-2022

Re: Damaged appliances

It’s been a month for us not getting a fridge. One delivery showed up with broken fridge (entire sealant around door completely torn off - how does this happen?) and one delivery just didn’t show up . I called an hour before the end of delivery window-they promised it would be there in an hour. When I called two hours later - they said dispatch left for the day and it’s pending reschedule, which was following Monday. The next day, they auto rescheduled for the following Wednesday without speaking to me. It’s that Wednesday - and although someone in store promised to make sure we were one of the first stops - it
Currently has said “7 stops ahead of you” for almost 3 hours. I don’t expect it to come today, and fully expect to have to go get a refund and purchase from someone else
Posts: 1,100
Topics: 60
Kudos: 141
Solutions: 64
Registered: ‎07-23-2018

Re: Damaged appliances

This topic has been moved to Customer Service under the board Delivery & Installation for further review.