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New Member
Posts: 5
Registered: ‎11-10-2022

Floor Damage by Delivery Team

[ Edited ]

We bought a fridge from Best Buy it was the worst experience I ever had. We are not happy!!! In July we had a fridge delivered to our home. I informed the delivery team that the floor was soft hardwood so please be careful. Sliders were used to remove the old fridge. The new fridge was brought in on a dolly and put on a plastic board do not to damage the floor. I asked the delivery team to pull out the fridge so I could plug it in. However before they went to move it I went to put the sliders down so not to damage the floor. The delivery teamthen informed me that sliders were not necessary since the fridge on wheels. I again advised them that the hardwood was soft. They pulled the fridge out and them had to move it again so I could go into the pantry. I was presented with a document about delivery. I blindly signed thinking it meant that the fridge was ok. I left the fridge where it was till my spouse came home.He turned the lights on and noticed the damage on the floor. There were scratches and gouges on the floor. I phoned my sales rep the very next day and told him what happened. He told me to call 1-866-585-4494 which I did and talked to John who took my email address and started a file {removed per forum guidelines}. In a few days we were contacted by Shweta {removed per forum guidelines} at Customer Service. I sent her some pics of the damage. We were then contacted by a Jolene {removed per forum guidelines} from the delivery service. I explained what happened and sent the pics. By mid August someone came the house to look at the floor. He took some pics.we the received a letter from Jolene stating that the delivery team were not responsible. We responded back with some letters. We wentto the store where we bought the fridge and complained to the sales rep. He said "do not worry we will take of you. They will fix it at the store level ". We believed him. I was then was contacted by phone and email by Bhagavad {removed per forum guidelines}, an adjuster for Best Buy. I sent him the pics and all the correspondence I had received. Some time went by I never heard back. We were starting to get very fustrated and stressed. I finally managed to get an email response from Bhagavad after I left an voice mail to him and his supervisor. We then received a response stating that they would be making their decision pending the delivery company's response. We went back to the store again and gave the sales rep the update. We even talked to Moe a manager. But he told us it is out of the store's hands. We ARE very frustrated, stressed and disappointed with Best Buy 's attitude! They do not care. The customer doesn't matter. The resale value of our home has now been affected. We cannot sleep with the stress of the situation. It has affected our health( I am a diabetic) and I cannot function at work thinking about this awful situation. We thought Best Buy was agood place to buy from boy we were WRONG.This whole situation could have been avoided if the delivery team that Best Buy hired had used the sliders. We want a proper fridge and to get our floor fixed!!!
Can you please forward this to Duncan. Thanks

Posts: 81
Topics: 0
Kudos: 21
Solutions: 7
Registered: ‎10-19-2020

Re: Floor Damage by Delivery Team

Hey there.

 

Thanks for reaching out to us on the Forums, although I wish it were on better terms. This is not a situation we want any of our customers to go through. I would love to go ahead and assist with this and see what may be possible here. In order to do so, can you please send us a private message with your full name, email address, phone number and order number?

 

I look forward to your response.

Vanessa T|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎11-10-2022

Re: Floor Damage by Delivery Team

[ Edited ]

Hi there Vanessa
Here is the information you requested Nadia {removed per forum guidelines}

{removed per forum guidelines}

{removed per forum guidelines}

Invoice # {removed per forum guidelines}

Posts: 81
Topics: 0
Kudos: 21
Solutions: 7
Registered: ‎10-19-2020

Re: Floor Damage by Delivery Team

[ Edited ]

Thank you for that information, Nadia.

 

I realize you are located in Canada. Our team primarily works with our U.S. stores and customers. For assistance in the future, I recommend reaching out to our Best Buy Canada team using the options on their Contact Us page, as they will be best able to assist you with your questions/concerns.

 

Vanessa T|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!