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New Member
Posts: 1
Registered: ‎10-23-2020

FORMAL COMPLAINT

[ Edited ]

Hello BestBuy

 

I have been a loyal BestBuy.com and BestBuy in-store customer for over 15 years. This order has been the worst experience with a BestBuy.com order in my life.  I ordered and prepaid installation, removal of the old fridge from BestBuy.com. The two appliance representatives:

 

CrewID:{removed per forum guidelines}

location#: 728

 

They delivered the new prepaid fridge and did not install nor remove the old fridge. They gave me a verbal technical reason for not installing the new pre-paid fridge. We were without a working fridge for over a week prior to the delivery. The reps left the new pre-paid fridge in the middle of my living room and told me to reschedule install due to my “faulty water valve” behind the fridge. As soon as they left, I call a trusted local Appliance Technician for valve evaluation and fridge installation. The technician removed the old fridge and installed the new fridge within 10 minutes. The appliance technician said there was absolutely nothing wrong with the valve. I incurred an additional $120 service call for a service that was supposed to be completed by your appliance reps.

 

I then call the same day 10-20-20 for canceling of installation and haul fee. I check my credit card charges, there was an additional charge of $134.76 the next day. I then called back 10-22-20 regarding the charge, after being cold transferred 3x, a rep Brian understood the issue and credited the amount back to my card.

 

Overall, this business transaction was horrendous. I would like to be reimbursed for my unnecessary $120 service call and be compensated for mental anguish for having to endure encountering those mediocre reps and risking my family’s well-being during this pandemic.

 

Frederick {removed per forum guidelines}

Posts: 768
Topics: 42
Kudos: 46
Solutions: 30
Registered: ‎07-23-2018

Re: FORMAL COMPLAINT

Hello, Frederick,

 

While it is nice to welcome you to our online community, I sure wish we were meeting under a better circumstance. Our goal is to complete services as described during the initial purchase, however there may be factors which could prevent that from being the outcome. In effort to protect our teams as well as the property of our customers, there are safety measures that are considered. Any existing hardware must meet the criteria we have in place.

 

It is a relief to learn your refrigerator was ultimately installed, however we understand you’re seeking further support. Our Geek Squad Client Care team is dedicated to serving our appliance customers. Although we cannot guarantee a specific outcome, this team will have the tools and resources to determine what might be possible. You can reach them at (800) 304-1259, where a Geek Squad Agent will be available to discuss this with you.

 

Thank you for taking the time to share your experience.

 

Kind regards,

Sarah|Social Media Specialist | Best Buy® Corporate
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