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Posts: 1
Registered: ‎02-05-2021
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Dismal delivery and customer service.

[ Edited ]

Hello. I ordered a Samsung refrigerator in early January, with a delivery set for Jan 22nd. The first delivery crew refused to bring it down 8 steps, even though clearance was made (took all the doors off). So, I called to reschedule the delivery, and ask to not send the same team, to save everyone time. I get a call on the delivery day, from the delivery guy, and says he is from the same team. And that he will be there soon. I said don't bother. Then I call support again. They rescheduled for a another day, but we had threat of a winter storm, so I had to re-schedule again. For that re-scheduling, they gave me a date and window. I sat at home (the window was 8 hours) and waited. Got a call saying its on its way. They never showed up, and never called again. I was very frustraited at this point, as I had to take vacation days from work to wait for these deliveries (and lost wages). Finally, after many calls, we had a great delivery team. They killed it.

 

During this process, I was offered compensation for the days I missed from work. By the end of the process, we were at $300, in a check, because after this mess, we weren't sure about buying another big item from Best Buy. I've talked to so many customer service people, in so many departments. So, I haven't gotten the check yet. I called service yesterday, and the woman I talked to said the last person I talked to put it in as a gift card. I refused, and said I was promised a check. She suggested I call my local store and talk to a manager, as she was unable to change it from a GC to a check. I was deflated, but called my local store. Message said that they aren't taking calls right now...

 

So, who do I have to talk to to get this rectified? This has to be the worst experience I have ever had in a retail purchase. And I've bought cars before...

 

Thanks

Steve {removed per forum guidelines}

Order number #{removed per forum guidelines}  and the last ticket number i have is {removed per forum guidelines}

Posts: 173
Topics: 7
Kudos: 44
Solutions: 2
Registered: ‎08-02-2019

Re: Dismal delivery and customer service.

Welcome to our community, sklotz628,

 

Thank you for reaching out to us. A new fridge would be a welcome addition to any home, as they can noticeably increase the available storage space. Although it sounds like the original delivery may have not have gone according to plan, I’m glad to hear that the fridge was able to make its way to the chosen installation site, albeit later than expected.

 

While we do empower our Best Buy Client Care team to make case-by-case decisions to offer compensation for issues relating to in-home service related concerns, compensation for these circumstances would usually be offered in the form of a Best Buy gift card.

 

With that being said, I would be happy to review the case notes and go over our options. To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.

Scott|Social Media Specialist | Best Buy® Corporate
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