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New Member
Posts: 3
Registered: ‎03-05-2018

Damaged delivery dishwasher

Over the years I have purchased several different types of merchandise from Best Buy stores mainly in Minnesota but also in New York. Recently I purchased a floor model dishwasher and must express dissatisfaction with the experience. In fact, I’m not sure I will buy an item from Best Buy again and certainly will never used the delivery service. I accepted the free delivery offered by Best Buy and the day before delivery was to happen I received a message from Geek Squad indicating that the item had been damaged and that I needed to contact the store. I called the store and was told that I needed to come in to the store and pick new item since the dishwasher that I had paid for could not be delivered. The store where I purchased the item is 20 miles from my home so I called instead. All that I was offered by the store was a refund or to pick out a new dishwasher and receive a 10% discount, a lower quality dishwasher that was a floor model or a refrigerator. Why would I what a refrigerator when I purchased a dishwasher? Somehow this doesn’t seem right to me as I signed up for a service, delivery of an item, the delivery service was poor and now will never receive the item. I told the manager that I was going to contact customer service and he said – go ahead… Yesterday I discovered my credit card was credited for the purchase without my permission. Can someone help me reach a more satisfying resolution to this purchase experience.
Posts: 6,080
Topics: 97
Kudos: 368
Solutions: 282
Registered: ‎11-30-2015

Re: Damaged delivery dishwasher

Hello Lyndale1610,

 

Welcome to the Best Buy Support Online Forum Community! Thank you for choosing Best Buy when shopping for your new dishwasher. It’s discouraging to hear that your order was canceled as the unit was damaged. I’d be happy to help you address your concerns.

 

Can you please share what kind of resolution you’re looking for? Since you had purchased an open-box model limited options are available to further assist you. As 10% off a different dishwasher is a very kind offer, and in line with what would normally be offered in similar situations. I understand that since you had initially purchased floor model you might’ve received a better discount on a more expensive unit due to our open-box pricing. I’m happy that Geek Squad was able to give you a ring prior to your delivery date regarding the damage so you could choose a new unit, and keep your appointment or cancel without having to disrupt your normal schedule. I look forward to your reply to learn more about your experience, and your request for further assistance.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-05-2018

Re: Damaged delivery dishwasher

Mariah, First let me compliment anyone who I spoke with employed by Geek Squad. All complaints are with the store and delivery service. I honestly spent about a year searching for the dishwasher that was damaged. My poor experience started in the store where, when I wanted to buy the unit, I had to wait for about 5 minutes for assistance – there were 5 sales clerks at the counter talking to each other, they just ignored me until I interrupted a conversation with “excuse me”. After I purchased the unit, I was going to load it in to my car and was told by the sales person, who eventually helped me, that delivery was FREE. What a mistake to accept that offer! I find your response surprising Mariah, If I would have accepted a 10% discount on the item I had purchased the cost to me would have been about $350 more than what I paid originally. I think this is not fair but rather a joke… The delivery service should be held accountable for poor performance. Also I find it very alarming that while I expressed dissatisfaction at the offer of a refund, a refund was issued to my card anyway! This all seems like very poor business practice to me.
Posts: 6,080
Topics: 97
Kudos: 368
Solutions: 282
Registered: ‎11-30-2015

Re: Damaged delivery dishwasher

Good Morning Lyndale1610,

 

Thank you for taking the time out of your day to share your additional concerns with me. As I shared with you prior purchasing a display model which was open-box priced provided limitations of the kind of resolution that could be offered in your situation. Open-box pricing is based on physical appearance, and any missing accessories. I’m sorry that we didn’t have a similarly priced open-box dishwashers available to offer you. One box items aren’t able to be reshipped usually when damaged as we may not have the same item available for same price point. If you’re interested in receiving a similar discount you experienced on your original purchase you’re more than welcome to review our open-box inventory here.

 

I understand noticing a refund when you hadn’t expected one is alarming. I sincerely apologize that your local Best Buy did not give you a heads up that you would be getting a refund. Please note it would be against our Conditions of Use to continue to keep payment for an order we were unable to fulfill.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎03-05-2018

Re: Damaged delivery dishwasher

Hello,

Well this has been a big hassle and I don't feel like I was treated well by store from the beginning to the end, and I have not been offered anything notable for all of the inconvience.  I'm afraid Best Buy has lost a long time custumer. 

 

Highlighted
Posts: 6,080
Topics: 97
Kudos: 368
Solutions: 282
Registered: ‎11-30-2015

Re: Damaged delivery dishwasher

[ Edited ]

Hello Lyndale1610,

 

I understand your frustration as your purchase didn’t go as initially planned. We absolutely value your feedback. Thank you for taking the time out of your day to share with us.

 

Respectfully,

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