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Posts: 1
Registered: ‎08-14-2020

Delivery&Installation ABANDONED/INCOMPLETE but Hauled Away COMPLETED

  Dear BB Customer Service,


  • I am writing to bring to your attention a strange and harrowing experience recently I had and hopefully some positive actions are taken by BB for the benefit of its current and future customers.


  • I bought a Samsung fridge from Best Buy for which Aug 13th was identified for delivery/installation/haul-away day.  Yesterday, Aug 13th, at around 1.10pm. Delivery guys came and did the first order of business. Old Fridge - HAULED AWAY - DONE. And so, I thought delivery and installation of new fridge will be a 'breeze' for them as they have enough space.  Boy, was I wrong.


  • BTW, I must mention that they have 'banged' the wall or caused a dent or two (one in my kitchen and the other in the common area-corridor of the building). Delivery guy even took a foto of the dent located in the common area of the building.


  • To continue -- DELIVERY AND INSTALLATION - ABANDONED/INCOMPLETE.   Given the time to unload and cart the new fridge, I had been waiting for delivery guys for a call so I can buzz them into my unit.  Finally, a call came at around 2pm to inform me that 'they are leaving and cannot install the fridge' for no apparent reason. I had to come down to talk to these guys, what happened?  


  • I was told by the delivery guys that: (1) they had talked to their boss about it and that they are leaving; (2) that they cannot install the fridge; (3) BB will call me in a few minutes (which never happened); (4)  for me to call BB to reschedule; and the worst was (4) if I want my fridge at that very moment, THEY WILL DROP AND LEAVE IT BY THE FRONT DOOR of the condominium building.   I argued they cannot just leave me without a fridge -- with all of my frozen food thawing and melting. Both of my old fridge and new fridge are in the truck -- with them; and with engine running -- no one can stop these guys from driving away. Well, they hurriedly drove off and left me by myself on the road with NOTHING but a bad taste of this harrowing experience -- no new fridge; old fridge, gone;  They hurriedly drove off with my old and new fridge. 
  • Fast Forward:  Today, Aug 14th,I managed to resched delivery/installation to Aug 19th.  And so, from now until Aug 19th I have no 'refrigerator'.  I cannot do my fresh groceries.  I will be eating mostly outside and canned goods.


  • I have filed a complaint and had been given a BB Case Number as this is a serious matter especially for consumers like me. This is a growing concern especially for families with kids who don't have the luxury of time to be calling BB about this harrowing experience.  


  • I am writing as a customer of good faith and intention.  Is this how the delivery/installation people treat BB customers?  I do hope BB will take positive actions such as:


  1. this particular subcontractor be 'not allowed' from being accredited by not only BB, but other companies as well. It gives BB a bad name and reputation;
  2.  there should be someone to be held accountable who will protect the consumers. We customers pay honorably to the last full cent of item purchased thru our hard-earned money.  Therefore, we don't deserve this kind of horrible treatment  we get from delivery guys, who are supposed to be accredited subcontractors of BB, by telling us 'they will leave the fridge outside the front door and it is up to the owner to take it to the unit'.  It is such an 'Unacceptable' practice -- it leaves a bad taste on 'BB' and which should not be tolerated by BB especially for their paying patrons and customers.


  • Thank you for this forum so others may be aware and to be educated of the sad, bad and harrowing experience, which one may, or may not, experience.  After all, it is NOT everyday that we buy appliances.  And yet, when we do, we dread it coz of this 'harrowing' experience.  Who would want to buy a piece of appliance and be subjected into this kind of horrible treatment?  I, for one, don't.


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Registered: ‎08-21-2017

Re: Delivery&Installation ABANDONED/INCOMPLETE but Hauled Away COMPLETED

Good afternoon, xhandy,


Welcome to our community forums. I appreciate you taking the time to visit us and let us know about your experience with this appliance purchase. Our goal is to make every appliance delivery and installation and this experience doesn't meet that goal.


I'm glad to hear that you were able to get in touch with our phone agents. Please know that we would be unable to disclose what actions may be take as a result of the complaint you filed with the agent you spoke to. With that said, I would be glad to make sure this was documented here at our Corporate Campus. I will need a bit more information to do so. 


Can you please send me a private message that includes your:

Full name
Email address

Phone number

Order number


You can send me a private message by clicking the blue button at the bottom of this post across from my name. I'll keep an eye out for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
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