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New Member
Posts: 2
Registered: ‎10-05-2018

Damaged fridge... TWICE

I am so frustrated. I ordered a refrigerator from Best Buy with delivery on Sat 9/29. They arrived, took my old fridge, and then found a dent in the new one. They couldn't reschedule until Monday because their system didn't allow it until the next business day. They offered to leave the damaged fridge with me until they could get a new one delivered. It takes 24 hours for a fridge to get cold, so they're suggesting I wait 24 hours, buy all new food, put my food in, wait for the new one to come, take all my food out, and let it spoil as I wait another 24 hours for the new fridge to get cold?? It's not really much of an offer. I went online to reschedule, and the earliest day was over a week away. I called, and they found a spot on Thurs 10/04. So yesterday (10/04), after going through all the stress of rearranging my schedule AGAIN, the SAME EXACT THING happened! The end result is STILL no refrigerator, and now I've got a THIRD delivery date of Thurs 10/11 (Thursdays and Saturdays are the only days I can be home). Do they have any idea how stressful this is?? I could have gone with any company, but I went with Best Buy due to their promise of quick delivery. Why on earth can't they check for damage before putting it in their truck? I've been told my "record has been notated" to "possibly receive a gift card or something" but that they can't offer anything until the delivery has been complete..., which is the whole problem to begin with! And to top it off, I checked my bank account and I've already been charged for the fridge. I am so frustrated!
Posts: 8,511
Topics: 409
Kudos: 568
Solutions: 359
Registered: ‎09-29-2008

Re: Damaged fridge... TWICE

Hello kirk0097,

 

Welcome to our community. It's always been my experience that shopping for a new appliance was the hard part as making a selection from all the options available can be a real challenge. The delivery then would be basically a formality. I was quite unhappy to read that your experience has been to the contrary, that you have had to cope with unsuccessful deliveries and with being inconvenienced. Certainly what you've described does not fall within our aspirations for your deliver experience and I apologize for your having to cope with such a protracted and unhappy situation.

 

I understand your delivery is now scheduled for tomorrow. Please let me know how it goes. If you have questions or concerns, please be sure to let me know. 

 

Please know I am grateful you took the time to share your experience and feedback. Thank you for writing to us.

John|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-05-2018

Re: Damaged fridge... TWICE

They just came with my fridge, and it was DAMAGED (for the third time!). It has three dents on the front. The delivery guy called to report it. The agent on the phone said they can give me a $75 gift card, which I'm really not happy with because this has taken up SO much of my time on THREE separate days, caused me a LOT of stress, and my NEW fridge has DENTS in it! She didn't even apologize. She was just like, "That's all it will let me do." Why is it so hard to talk to a real person that can treat me like a real person and actually fix the situation in a way that takes actual accountability and isn't insulting? It's THEIR issue, not mine! A gift card ISN'T a discount, and $75 of Best Buy stuff (which costs them much less than $75) for a damaged fridge and three separate days' worth of my time is a joke. I don't even shop at Best Buy (especially not now), and if I refused the fridge, they'd get nothing for it. Or they'd sell it as used or open box or something and get much less than what I paid. But I NEED a fridge, so I have no real choice at this point. I've been without a fridge for three weeks! It's baffling how they can deliver THREE damaged fridges and act like it's not a big deal. I hate feeling so helpless. What can I even do at this point??
Posts: 8,511
Topics: 409
Kudos: 568
Solutions: 359
Registered: ‎09-29-2008

Re: Damaged fridge... TWICE

Hello kirk0097,

 

Thank you very much for the update, though I must admit I was hoping for much better news than what you report, just as I know you had the not unreasonable expectation that this would have been resolved satisfactorily with this delivery. I apologize sincerely for our having disappointed you yet again.

 

I would like to explore the available options for you, but will need some information to begin. If you will please send me a private message that includes the following, I’ll do my best to help:

 

  • Your full name
  • Your telephone number
  • Your email address
  • Your BestBuy.com order number, or
  • The Customer Service PIN from your store purchase receipt

 

To send me a private message, please click the button labeled "Private Message" in my signature below. 

 

I look forward to hearing from you.

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