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Posts: 10
Registered: ‎10-06-2021

Defective Appliance Replacement Issue...Poor Business Practice

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/ 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!
Posts: 10
Registered: ‎10-06-2021

Re: Defective Appliance Replacement Issue...Poor Business Practice

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...

Posts: 6,667
Topics: 227
Kudos: 556
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Registered: ‎08-21-2017

Re: Defective Appliance Replacement Issue...Poor Business Practice

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.

AndrewB|Social Media Specialist | Best Buy® Corporate
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