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Posts: 1
Registered: ‎02-20-2021

Delivery Person damaged my Countertop

In February 2020 I purchased almost $4000 in kitchen applicances. I was guaranteed the refrigerator would fit in my non standard opening. When the delivery came the refridgerator did not fit. They had to leave it because the old one was dismantled and in my garage. For months I had this refrigerator sitting in the middle of my kitchen. I had a Best Buy employee come to my home to measure so this would not happen again. The next delivery, the refrigerator again did not fit. I called the person who came out to measure and left him a voice mail that the refridgerator did not fit, hoping he could possibly find one that would fit. He never returned my call. I called my salesman that I worked with in the store. He could not help me. I proceeded to go online to find a Whirlpool refrigerator that would fit that was available. I spent hours trying to find a smaller refridgerator. I finally found one and scheduled the exchange. The night before the exchange Covid hit and I received an email that they were not delivering the refrigerator. I waited until June to get the refigerator. The delivery guys brought my new dishwasher with the new refrigerator. I was working from home by now. Best Buy had been here several times by now and had come in with out booties drug mud through my cream carpeting and I was nervous of them coming back at this point. The delivery people have no regard for your home. The came in June. They pushed all my furniture around coming into the kitchen from the side where I have a eat in countertop. Mind you there was a door way at the top of my stairs that would have been much easier. I came up stairs after they were done to find the refrigerator completely still wrapped in the plastic. I though the appliance was to be up and running and ready for use. After taking everything off the refrigerator I noticed that they had scratched it. Then I had to put my living room & dinning room furniture back together. That is when I seen the scratch on my countertop. I immediatly took pictures and sent them to my salesman.At the end of July he emailed me a number to call to put in a claim. They also gouged wood out of my staircase. I called the number several times. I was transferred to several different departments, hung up on & told they would call me back. I gave up for a couple months due to having a job and not being able to be kept on hold for an hour and then hung up on. I finally got a hold of a very nice gentleman the first of January. He took my information and advised someone would get ahold of me. I received an email about January 7th that I would be getting a phone call. Around the end of January I did get a call from Shelly at Sedgewick. After everything that had transpired with Best Buy she was rued and condesening to me. Stating that the countertop would have to be depreciated and that she wanted to know what the delay was getting the claim in. This put me in a tailspin right from the start. That she was calling me a lier . She asked me for my phone records.She asked if I had an estimate to repair the countertop. I had no idea what I needed to do to handle this claim. She treated me like I was ignorant not having an estimate. I them took measurements and went to Home Depot. They advised me that there is no way to repair the top, it would need to be replaced.I sent the estimate to Shelly with photos as soon as I could. Then the countertop I have was discontinued. In the meantime I was upset about her comment that they would deprciate my countertop. I emailed her asking why Sedgwick would not indemnify me, which is making me whole. The total concept of INSURANCE. She never responded. I also advised her the countertop finish I have is discontinued and that I was getting another estimate to replace the other countertop so they would match. Mind you from our original conversation I have never heard back from her. I finally sent her another email, now being the begining of February. She emailed me asking me the same exact questions that I had already sent her weeks ago. At this point I am dealing with yet another department of Best Buy that has no customer service skills and is treating me with total disregard. I sent her another email giving her the information again. This time, however I was very rued and very upset that she seemed to be calling me a lier. Within a week I got a call from another Sedgwick Adjustor, I am guessing, she left me a voice mail that she was emailing me. I went to look at the email and my claim was denied. I called her back and left a message and followed up with an email.  I then emailed my salesman, who by the way, has really never done anything but tell me "there is nothing I can do". I have not yet heard back from either. Let me also mention the refrigerator delivered in June produces room temp. water and barely makes ice and still needs to be replaced. The diswaher delivered that day was set up wrong and also I noticed a dent in it. The diswaher had been replaced. I am still waiting on the refigerator. This has been a year since I placed my order. My salesman told me to make the minimum payment on by Best Buy credit card. Now I am a year into my 2 year financing and they will do nothing to help me with at the least changing the refigerator to another 2 year after I get a working one. Now I have a bill for over $3000 that has to be paid in a year. I went into Home Depot and they stated they would have no problem crediting the entire purchase and recharging it to extend my financing. After everything that has happened and the damage to my countertop Best Buy has done nothing to make this horrible experience better. Now Sedgfewick is calling me a lier and saying that Best Buy nor the delivery people did anything wrong through their investigation. I would like to see their investigation and how they came to this decision. I have an entire family & friends that seen the damage done. No one can believe what I have been through with Best Buy. I still have to get a working refrigerator. Now I have to live with the damaged countertop that their delivery service scratched. This is the worst experience I have ever had. I wish I would have bought from Home Depot. They would have matched the pricing but I wanted to give the business to Best Buy. That will never happen again for me, my family or any of my friends and possbily their friends. This has actually been so traumatizing for me. I have never been able to look at the appliances and be happy after almost $4000 it makes me sick that no one at Best Buy even cares. The worst customer service I have ever experienced in my life and its not over yet.

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Registered: ‎11-29-2016

Re: Delivery Person damaged my Countertop

Good afternoon, mmcneely1,


Welcome to our forums, and thank you for sharing your experience with us.  From what you’ve described, this is far from the experience we hope to provide our customers when upgrading their home’s appliances with us, and I regret the inconvenience this experience has undoubtedly caused. 


I’d like to make sure we’re looking into this matter further and exploring all options available, however, I’ll need a few pieces of additional information from you in order to do so.  If you could use the blue “Private Message” button in my signature to send me the following information:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your Sedgwick Claim ID


To send me this information privately, be sure to use the blue “Private Message” button in my signature.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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