07-28-2022 04:49 PM
Hello BestBuy Management,
I John G including my mother MG and father MG (Info can be provided via direct message) are contacting you today in behalf of Case Id: 2907XXXXXX also including Store Orders:00250XXXXXXXXXXXX, 00250341XXXXXXXXX, 112211XXXXXX, 11221884XXXXX and lastly 1122XXXXXXXXX.
As you can see from all 5 orders, attempting to purchase this refrigerator has been an ongoing process which has spiraled into many individual problems. As you can see from the order numbers I provided, I have been attempting to purchase a refrigerator since the middle of April. April 24th to be exact was the day the first purchase was made after looking for the correct model to fit the home. Since then, it has been an endless nightmare attempting to receive the product and services I have paid for months in advance.
After three (3) unsuccessful delivery attempts were made and many promises from the in-store reps and managers to make things right due to the mistakes leading up to this point, yesterday, unfortunately I had the experience of the fourth (4) delivery attempt. Not only was my mother sitting in tears while the delivery men were destroying her house and refusing to deliver the services I had paid for, I had to listen to all the lies and yelling being done from the spectrum of the delivery/installation geek squad members, all the way to the reps on the phone and in-store including many managers and supervisors pretending to care about the issue at hand, but not putting in the effort to resolve my problem. Everyone except the lady who created the case this morning has been of any help and a complete waste of my time (which at this point is credited to about 16 hours attempting to resolve this), including the people and management at the local store:
Now that a little bit of history has been laid out to give you an idea of the unbelievable scenario we are in, I will explain in detail what I experienced yesterday during the "Installation". To begin, on Wednesday 07/06/2022 a call came in that the refrigerator we had been waiting for for months was finally outside. As I looked out of the window I saw a big semi truck arrive and decided to park in the middle of the street. By parking where they did they caused the entire block to be shut down from traffic going through the street the entire time they were at my parents house (which led to problems with my neighbors). The man who entered my mothers home explained the process and asked to see where the fridge would be installed as well as the location to where the (old) fridge were to be relocated (Based off of relocation service I paid extra for additional as well as the service to install my refrigerator). Without even measuring (something that had already been completed during one of the other 1/4 unsuccessful delivery attempts and prior to picking out a new refrigerator), the man immediately made the assumption that the refrigerator would not fit through the doorway into the kitchen and that they would be leaving and I would have to pick out a different model. I brought to the man's attention that that was already taken into consideration and that the fridge was the identical size that was already installed in the kitchen. I asked him to please take out his measuring tape and measure it instead of basing conclusions off his visual opinion. After sighing in what seemed to be annoyance of my request, he measured the doorway and as I stated, the refrigerator would fit through the door.
I will pause here and mention, part of the installation service I paid for included removing the doors off of any refrigerator I purchased, to allow it to fit into the kitchen avoiding damages being done to the refrigerator and the home during installation. When I mentioned this to the Geek Squad member he rose his voice and stated that "We are not certified nor allowed to disassemble any of the appliances as we do not have the knowledge nor the tools to do so", which left me in complete shock because it's the complete opposite of what I was expecting to hear considering I had paid extra for these services, 4 months have passed by and 4 delivery attempts were made. Yet every time we ask a representative whether it be over the phone, online or in person they all agree that removing the refrigerator doors during installation is part of the process.
To continue, the man went outside where the other Geek Squad Member was just standing around and they proceeded to lift the refrigerator. As they carelessly made they're way through my parents house bumping and banging on every corner and doorway possible, they arrived at the kitchen entrance and banged the wooden door frame off of the wall. At this point the first Geek Squad member yelled at the second one "Why have you not removed the door handles yet". They placed the refrigerator on the floor and unscrewed the handles and brought it into the kitchen. After placing it down in the middle of the room, I offered them a water bottle and soda in case they were thirsty and while the second member took a break and drank water the first member "called his boss" on the phone. After yelling at his phone throughout the house for what seemed like 5 minutes, he walked outside to continue the conversation and the second Geek Squad member began to remove the plastic wrapping on the now dented and scratched refrigerator. After removing the plastic for literally 60 seconds (which resulted in ONLY half of the front door plastic removed and none of the inside assembled or even unpackaged) member #2 said he would check on his partner who was outside. While the fridge was still uninstalled and still placed in the middle of the kitchen, he proceeded to grab his and his partners tools and walked outside. He placed the tools into their semi truck that had been blocking traffic this entire time and they drove off without saying another word.
After I realized that they had left, without finishing the job, nor had even made an effort to close the door behind them. I reassured myself they were done by calling member #1 back from the number that he had called me from when they arrived and he proceeded to reject my phone calls. After my mother was able to calm down from the panic attack she had from all of the stress and chaos happening at the house including after another failed delivery attempt except this time all her groceries were sitting out and her house in a complete mess she went to the local BestBuy where the purchase was made. When she arrived she explained the entire situation to the manager and he proceeded to call the GeekSquad Members who delivered the refrigerator and after answering and hearing it was the manager they would purposefully hang up the calls. He continued to explain that nothing could be done until the next day (today) because the system didn’t show the products and services had been delivered and completed (which still stands true till this point of time).
Immediately this morning 07/07/2022 my mother arrived to BestBuy at open hours 10AM to speak to the manager again about the situation and unsurprisingly they claimed there was nothing they could do except rearrange another team (now the 5th delivery attempt) to attempt to come out and remove the refrigerator from the middle of the room and correctly install it in its place. For the fifth time we were promised this next delivery service will come to the house and complete every other service that was initially paid for such as "Refrigerator Installation (connected & ready to use when we’re done)" and "Appliance Relocation (1 unit)" not to forget the brand new refrigerator "GE - 25.6 Cu. Ft. French Door Refrigerator - Slate" instead of the beat up, half assembled, still shrink wrapped appliance that is barricading the kitchen as we speak. Besides the fact that that was all he could offer, the next available "delivery attempt" date wouldn't be until 07/11/2022 which is a total of five (5) days of the appliance blockading half of the kitchen and being a hazard to not only the seniors and teens but anyone inside of the room it sits in.
That was just what my mother experienced today, I was also personally affected by being forced to take today off of work to reach out to BestBuy corporate Customer Service to discuss the unfortunate event of scenarios that have occured over the last four (4) months.
Out of the five (5) products and services ordered, so far you have been able to fulfill zero of them (0/5). For the time being, I will have a lifting company come out to the house and remove the appliance from the middle of the kitchen and rent a storage unit to place it in until the scheduled replacement that is expected to arrive on 07/11/2022.I will be forwarding the total costs including any repairs that must take place for damages caused during the installation, over to your billing team if you decide to take this route, as the middle of my mothers kitchen is not a storage unit for an unusable and uninstalled appliance. Alternatively, I am asking for full compensation on the entire order and you may cancel the replacement request as I would prefer not to have another bestbuy team destroy my mothers kitchen. The total costs for the compensation was determined by the following factors: The food that was left out and spoiled due to the inconvenience of your installation team leaving two non functioning refrigerators in the kitchen. The time lost and invested by my family, which over a span of 4 months would roughly equal out to over 100+ hours combined and any/all other costs that occur to have the kitchen in the same conditions it was in prior to this fourth failed delivery attempt. As well as reduction off of the total cost due to the four (4) services that were part of the order that were not fulfilled.
I hope that we can come to an agreement as we have been business partners for the past 25+ years and would not like it to come to an end based off of this one long and tragic experience my family has went through all over one appliance. It would be in your best interest to contact me immediately with a resolution as this is getting more expensive as time goes on. Feel free to reach me primarily at (414) 552-XXXX.
- UPDATE (AFTER ANOTHER MONTH) -
-This was the original email I had wrote to "cooperate" or at least I was told which was supposed to be reached at: email@example.com I did this as asked almost 1 month ago now 07/07/22 and I was promised someone would be contacting me within 24-48 hours as you can see that was never followed through by BestBuy at all. This is my last resort to reaching out to you based on this issue, my next point of contact will be my credit card company. To be honest, after browsing through the forums I have clearly came to the conclusion that this happens on a daily basis with many Best Buy customers waiting on their appliances, but also run into problems and clearly you (BestBuy) are doing nothing to put an end to the scams and fraudulent services and charges. Seeing the repetitive abuse and shifting of blame to your "Geek Squad Members" for ongoing mistakes that go years back as long as these forums have been alive. The same embarrassment, harrassment and time wasted that I and my family have experienced is intolerable especially at such a large scale. I am requesting that you foward this letter to the highest management that is available because this is honestly unacceptable.
-As far as an update on the refrigerator - unsurprisingly, Bestbuy management never sent the delivery team to pick it up at the storage unit since the middle of my kitchen was not a option for storage until Bestbuy cared enough to come get their product - I doubt you will still find it at the storage units considering it's been a month now. After not being contacted back as promised by Bestbuy Management/Cooperation I could not afford to continue to pay for the unit after a week of storage costs simply because of the lack of professionalism from BestBuy.
-No one ever relocated the previous appliance either, I had to source a moving team myself to clean up all the damages from your "Geek Squad Crew Members".
-No one ever delivered a fully functional refrigeration with installation. I had to source a moving team to remove the safety hazard left from your "Geek Squad Crew Members".
-No one ever connected/installed any water kit that was included + purchased along with all of the services mentioned above. Your "Geek Squad Crew Members" claims they were not qualified for that job, yet you sold me the services.
**Much of the confidential information has been censored in this message due to the public posting (Numbers/Letters are placed with "X"s)**
07-28-2022 04:55 PM
As stated by the following posts directly under my post:
04-14-2022 03:20 PM
01-24-2022 05:24 PM
04-12-2022 11:39 AM
All of these are identical to my problem all in one. I was also promised "Gift Cards" and "compensation" and call backs from cooperate managers and 5 months later still nothing, this is off the spectrum lacking professionalism. You receive at least one complaint regarding the same issues I described as seen in these posts and still nothing is being done on your end to put an end to all of the ongoing scams. Ridiculous and I'm pretty sure extremely unlawful.
07-28-2022 05:16 PM
Welcome to the Best Buy Forums!
We appreciate you reaching out today regarding your Best Buy purchase and Geek Squad delivery experience. I am sorry to hear that you have had to contact us repeatedly about your purchase and still have not received the proper support to get this issue resolved. Let me see what I can do to resolve this for you and avoid the possibility of this happening again.
To get started please, private message me with the order number, your full name, phone number, and e-mail address. To send it, click on the blue button bellow my signature. I look forward to hearing from you.
07-30-2022 09:21 AM
You attempt to lure me away from publicly posting by asking me to private message you additional details. That has been done since yesterday and I still have not heard anything from you.
There seems to be another order placed with the same refrigerator on my account and a appointment setup for "Service scheduled for Wed, August 3 between 7 a.m. - 1 p.m" which is something I clearly did not approve of let alone I didn't even request it. How do you think this is going to resolve anything especially without first contacting me?
I will continue to make my posts public until my issue is resolved. You were quick to reply to me to take it to the DM's but now that it's "hidden" you don't make an effort to resolve it. You picked the wrong victim to attempt to preform your little scam on this time.
If no results are shown by the end of the day, I will be contacting you via EVERY social media platform that you are assiociated with to grab your attention.
07-30-2022 10:48 AM
Since there are sensitive details and information being given that I need in order to resolve your issue, we handle those details in private to protect your information. I did not see an email with the information for the account holder when I left for the day yesterday. I do see the email in the system this morning. We can continue working on a resolution now that I have the permission from the account holder to do so.
In regards to the property damage, in order to get reimbursed for any damages that were caused during the installation attempts, we must file a claim with our insurance agency, Sedgwick. They are an independent third party that will assess the damages and work with you on that end. They will reach out to you within the week to gather more information from you to complete the claim. I do need some additional details on the type of property damage that occurred: any ripped or damaged flooring, wall damage, etc. so that I may notate that in the claim form that I send up to them.
In regards to your services, all of the services were free, so there are no services in which to return. I would be happy to set up another delivery and partner with the delivery managers to see what availability they have.
In regards to the storage unit, we would be happy to reimburse you for that expense if you can provide the applicable documentation for the week you paid for the unit. However, we would not be able to give you the appliances for free, or to replace the refrigerator that has been left at the unpaid storage unit. If you are able to obtain it from the storage company and return the refrigerator to your home, we will be happy to install it. If you are unable to obtain the refrigerator from the storage company due to abandonment, we will be unable to replace it with another unit.
07-30-2022 04:45 PM
Good one, I write an entire book only to have your website prevent me from posting it due to the following error:
08-02-2022 09:31 AM
We will refund you the amount of the storage unit provided you can show us an invoice or receipt. We will reschedule you for the delivery and installation. We will not replace the refrigerator or give you the appliances for free.
If it's compensation you are inquiring about here, that will not be discussed until after you have determined whether or not you will continue with the delivery and installation, as compensation is given once the appliances are completely delivered so that it encompasses the entire experience. Please respond back with the requested information to document the property damage to the home so we can get that started for you and let me know how you wish to proceed.
08-02-2022 09:45 AM
As you might have noticed, one or more of your posts have been removed due to a violation of our Community Guidelines, which you agreed to upon registration on the site."
I will not continue to post on your scam site considering you are removing my posts and wasting my time by doing so. I thought I was in NA, feels like I am in NK the way you attempt to control me.