Delivery & Installation

[Dalgleish]

I purchased items on 7/13/22 as part of an appliance bundle in conjunction with holiday sales.  I've received all other appliances; however, my refrigerator keeps getting delayed.  Delays/reschedules have happened at least 7 times in 5 months. 12/2/22, I  called to schedule my newest delivery date and I was assured the product was available.  This morning, I woke up to a text saying "Due to an unexpected issue, Best Buy is unable to make it; to change or cancel, call this number..."  I called and said I want to cancel and want compensation (I was previously told in another rescheduling phone call that I could be compensated.)  I was told I would be refunded the purchase price.  I was also told if there was compensation, it would only come after delivery and be in Best Buy gift cards.  Delivery will never happen and I will not accept gift cards from a store with such unethical business practices.  This is unacceptable when Best Buy has had my money, paid in full, for five months, when they keep delaying and canceling delivery dates with multiple different reasons.  I want compensation for the original price of the refrigerator otherwise I'd have to wait for another holiday sale and also buy another appliance bundle - this aren't going to happen.  I've done due diligence and I would expect the corporation to do the same.  Due to no refrigerator, for several months I've had to grocery shopped daily which is very expensive especially this year.  Later, I rented a refrigerator which is also expensive.  I've had to delay kitchen renovations on a home just purchased and finally had renovations completed because that company was also paid and they couldn't keep the purchased items in their warehouse any longer; this has resulted in a fixed width for a refrigerator so I cannot just pick another item.   Five months of rescheduling, speaking with different personnel each time I called, being assured a manager would call though they never did, being told at the store that they couldn't do anything, that a supervisor was not available, and, at one point, that their employee did not give me erroneous information.  I am not asking for anything unsound; I want the original price of the refrigerator and I want it as soon as possible, that is all.  This request is not unfounded.  If Best Buy delivered on their promise then I wouldn't be asking for the original refrigerator price but they continually did everything but the right thing.  I want my complaint to be seen and resolved in my best interest.  This is a formal complaint against Best Buy.

[Bryant-BBY]

Hello, Dalgleish. 

Thank you for reaching out to us on the Best Buy forums page. Sorry to hear all that you have been through with this delivery. I would like to look more into your issue and delivery order. Can you please send me a private message with your name, phone number, and email? Also, can you send me your order number? 

Thank you.

[Dalgleish]

The original complaint was posted on 12/3/22.   I have been asked by two moderators, Bryant-BBY and JEzra-BBY, for information to which I have replied.  Some of the information is contained in the original message and I'm not going to repeat what has already been given. 

Last communication was 12/16/22.  No updates by these mods, no communication and no resolution.  This is a futile process (just like calling Best Buy) where the same questions keep being asked but no results. 

STILL, Best Buy has my full payment for a refrigerator ordered July 2022 and I have no refrigerator in my possesson.

I want my money, including tax, returned as soon as possible. What is so difficult about this?

[JEzra-BBY]

Hello, Dalgleish, 

Thank you for reaching out to us here on Forums although I wish it was under better circumstances. We strive to provide the best customer service possible. I am sorry to hear that your experience thus far has not been satisfactory. Getting a refund should be a quick and easy process. I have been waiting for one of my refunds to clear so I can understand how you might be feeling. I would like to assist you in any way I can to improve your experience. If you please, could you send me a private message with your full name, phone number, email, and order number to start. To send a private message simply click the blue button to the right of my signature. 

Thanks,