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New Member
Posts: 3
Registered: ‎09-03-2020

FORMAL COMPLAINT - STILL HOLDING MY MONEY

Ordered a refrigerator on 7/20/20, noted delivery was 6 weeks. Credit card charged for full balance on 7/22 and remains outstanding as we speak. Waited patiently for 6 weeks, since it is the pandemic I figured its best to go with a large big box retailer. The day before the delivery, I emptied my half broken refrigerator and moved it to the middle of the living room to make it more convenient for the haul away. The day of delivery, upon arrival the crew tells and shows me photos of the damaged refrigerator and asked if I'm willing to accept the order. He wanted to confirm if I wanted the damaged product before bringing it inside my home. The delivery person also indicated it was a damaged product even when it was leaving the warehouse and Best Buy instructed to continue with the delivery anyway. I declined the damaged product and inquired about hauling away my half broken refrigerator in which he responded he is unsure if he should haul it away if the original wasn't successful delivered. The crew leaves, no delivery and no haul away, indicates he sent photos to best buy indicating I declined the delivery and someone will call me.

 

Someone eventually calls me, informs me that it will be another 6 weeks or how about I pick another refrigerator. Because of spacing, it was one of the few models that fit. Furious, I declined to speak with her more to avoid making a hasty decision. Subsequently, I must have contacted Best Buy 4-5 times the same day and repeated myself over and over again going through a series of agents that methodically make you repeat your story like I am today, then transfer you to a specialist that can further "Assist" you. Once they know they don't have the capacity to resolve the issue they strategically disconnect you. The furthest I got was a specialist indicating there will be some compensation for my inconvenience but guess what, disconnected at the last minute. I gave up that day and decided to calm down and try again at a later time. Today, I give it one more go and I got the furtherest which the rudest one yet. I admit I did curse but not at him. He essentially told me in the most dismissive manner that I can either be cooperative and cancel the order or in order to get that compensation I will have to reschedule for the same refrigerator and wait 6 more weeks. I ask about the legality of my outstanding balance for 6 weeks prior and the next 6 weeks which I'm paying interest on as we speak. He does not have the capacity to answer, so becomes even more dismissive, suggest that I just make up my mind and essentially leave him alone. Guess what, shortly after disconnected yet again.

 

Now Best Buy, who in the right mind after going through that torture, will risk waiting another 6 weeks just to potentially have to deal with the same thing again but maybe during the 2nd outbreak. In addition, you still have my money as we speak, my original broken refrigerator is still here, I don't have the product. I chose not to cancel cause its a matter of principle now. The customer could have purchased from other retailers, but decided to wait 6 weeks in the middle of the pandemic. In order for me to receive compensation for my inconvenience, you FORCE me to continue to be your customer and wait another 6 weeks. The company made a mistake by letting a defected product leave the warehouse, and you keep screwing it up, all the way to the last bit. The credit card was charged the 2nd day after the order, so I legitimately paid for the good a long time ago, which your agent had no interest in caring about. He was so authoritative that for a second, I thought I was the one that owed best buy an apology for being a customer. 

 

Thats a long story, now I definitely will not be a customer anymore and will be purchasing my appliance elsewhere. The lesson here is, you don't treat a customer that has abided by the 6 week wait time, already paid for the product, don't deliver on your end, and expect them to wait another 6 weeks. If they don't want to wait 6 weeks, they should have the option to not be your customer because you've disappointed them. But, to keep them stuck you only offer compensation if they continue to put up with the company after they lost all faith in you and potentially to have you disappoint them again. The company was in the wrong, you don't tell them to just cancel and go away, you would hope even if this experience was bad you could have done something to potentially win them back. I've filed with the BBB because I am that disappointed. With all thats going on and the pressure on retailers, I'm surprised you don't try a bit harder to keep your market share. You still have my money, so I'll be hearing from you soon.

Posts: 4,953
Topics: 53
Kudos: 373
Solutions: 302
Registered: ‎11-29-2016

Re: FORMAL COMPLAINT - STILL HOLDING MY MONEY

Good afternoon, Rchrd18,

 

Welcome to our forums, albeit under such unfortunate circumstances.  We strive to ensure our customers will have a positive experience whenever purchasing new appliances from us, so it’s disappointing to hear your experience with your refrigerator order has been so frustrating thus far. 

 

Since posting to our Support Forums, were you able to get your appliance delivery rescheduled, or receive any additional information regarding when it might become available?

 

Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎09-03-2020

Re: FORMAL COMPLAINT - STILL HOLDING MY MONEY

Nothing done, charges still outstanding. Monthly interest paid for outstanding balance and no acceptable solution from Best Buy or anyone reaching out. $1700 has been outstanding for 7 weeks and counting

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Posts: 4,953
Topics: 53
Kudos: 373
Solutions: 302
Registered: ‎11-29-2016

Re: FORMAL COMPLAINT - STILL HOLDING MY MONEY

Thank you for following up, Rchrd18.  I see you’ve sent me a private message as well, which I’ll be replying to momentarily.  To read my message, you’ll need to be logged into your Support Forum account, and click on the orange envelope in the upper right-hand corner of your screen.

 

Speak to you shortly,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎09-03-2020

Re: FORMAL COMPLAINT - STILL HOLDING MY MONEY

Basically, posting online here does nothing as well. Not the social media team's fault. There is no solution for the things I've referenced. Best Buy will hold your money for weeks, let defective products leave the warehouse, make the customer wait more. I mean who would be a loyal customer and wait 12 weeks or 3 months to potentially receive a defective product again to get $80 off a $1700 product. I feel bad for customers that actually need appliances or items for emergency purposes.

 

I would also like for Best Buy to know, potentially your delivery vendors could be purposely loading damaged products or damage the products on purpose so the customer declines the delivery. That way they get paid and they don't have to deliver it into the home which saves them a lot of work. But, thats just speculation, given my experience so far its probably Best Buy's poor policy and procedures that allow defective products to leave the warehouse. This is a big ticket item, not a video game, you thought they would have some internal controls. As for the interest I paid on my balance, nobody answered to it because it might not be legal. I can pay off the balance, but, why pay off a balance for goods I never received, ahh another mystery. 

Posts: 760
Topics: 42
Kudos: 44
Solutions: 30
Registered: ‎07-23-2018

Re: FORMAL COMPLAINT - STILL HOLDING MY MONEY

Hello, Rchrd18,

 

We appreciate you checking in with us, and we understand this is purchase has not resulted in the outcome we’d hope for. Although we would not want to speculate on how things transpired, we want to offer as much support as we’re able from this platform, and ensure your feedback is formally documented.

 

I see you’ve been working with Sean most recently, however there are a few pieces of information we will need, before our team would be permitted access to the order history. I’ll be replying to your Private Message soon, where we can continue working together.

 

Kind regards,

Sarah|Social Media Specialist | Best Buy® Corporate
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