Delivery & Installation

[WNCCaroline]

I purchased and paid for a $3200 Samsung Flex Duo range on 08/06/21 with delivery finally on 10/05/21. It was delivered as expected. On 10/9/21 I went to use the double oven and it did not work. Called BB and they will exchange it out on 10/29/21...no problem. Yeah right! Called back when I did not get the email confirmation and was told the representative never actually completed the exchange order and the timeframe (called back 4 hrs later) had jumped to December. Delivery is now 12/16/21. Over four months since I placed the initial order and I still do not have a working oven.

The BB supervisor refused to speak with me per the BB representative. My geek squad warranty, my "elite" status, and evidently my value as a customer appear to be worthless. I actually broke down and cried on the phone with the representative. So much for daily cooking/baking and Thanksgiving dinner.

In essence, if you receive a defective product, BB already had your money and you go to the back of the line on getting a replacement!

[WNCCaroline]

UPDATE: The Best Buy website shows the first available delivery date in my zip code for the same range I purchased is 10/28/21.  I immediately called Best Buy Customer Service and was told they cannot change my replacement delivery date of 12/16/21. In other words, if I  were to just now buythe range I can get it in two weeks but because they are having to replace a new defective unit I have to wait until December. Their reasoning...even though the ranges come out of the "same warehouse," they are "DIFFERENT." Whatever, that means...

[AndrewB-BBY Social Media Specialist]

Welcome back, WNCCaroline,

Thank you for taking the time to visit our community forums again and letting us know about this order. Having gone without appliances in the past, I know how much it impacts daily life, especially around the holiday season. I appreciate you providing your feedback about this experience and would be happy to see how I may be able to assist you.

While it sounds like our agents have already looked into earlier appointment dates, I'd like to take a second look. I will need a few more details so I can begin to review this. Can you please send me a private message that includes your:

Full name

Email address

Phone number

Order number

As a reminder, 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.