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New Member
Posts: 4
Registered: ‎05-03-2021

Formal Complaint

 

Hello,
My wife purchased a Nordic Track treadmill in March which was delivered on March 28th. It was supposed to be brought to my basement but the delivery person said that he needed additional help to bring it in the house. He did not want to open the box and bring the parts to the basement with his coworker. The box was too big to ever fit through the door intact but he left the 500 pound box in the garage and said he would return later with additional help. He called later to say that his truck broke down so he could not return that day.
 
Another appointment was set for the next day. Again, my wife waited all day and finally got a call saying another truck broke down. She was assured that it was documented that additional people were needed to get this into my home.
 
Another appointment was scheduled about a week later. My wife got a call the night before to confirm my appointment.  She was told that he would be there to install my refrigerator.  She explained that it was a treadmill and that he may need extra help. The same person called her the next day and said that he was five minutes away and that he was going to install the washer and dryer. Again, she explained everything above. He told her that he would get help and come later that day. He never called or showed up.
 
She called Best Buy and asked to speak to a supervisor.  She was very pleasant. She said nothing was noted in the record and she was documenting it as they spoke. She scheduled an appointment for April 15th,  and she scheduled 3-4 people to bring the treadmill into the basement. No one showed up today or called. My wife called twice and she was put on hold while they put her through to a supervisor. Both times she finally hung up after being on hold for greater than 30 minutes each time.
 
We are now told the delivery staff can refused to move an item. However, this was never mentioned during the multiple calls.
 
The inconsideration, unprofessionalism, and frankly the disrespect Best buy staff has shown my wife is unacceptable. I hope she was not treated rudely like this because she was the one who ordered the treadmill.
 
Best Buy customer service has now offered a token $100. It will cost us more than that to have the treadmill moved. In addition we were told a $70 gift card would be sent after the second failed appointment,  for our inconvenience. We never received it.
 
There is no resolution at this time. We received a membership to I Fit for a year but we are losing a month plus and we have lost an extended 90 day warranty since the treadmill is still sitting in my garage.
 
My wife put the purchase in dispute with her credit card company and we will refer to the Office of the Attorney General and BBB for assistance.
 
Please advise.
 
Thank you.
 
Posts: 171
Topics: 3
Kudos: 8
Solutions: 6
Registered: ‎11-12-2018

Re: Formal Complaint

Hello, Bigsky2021.

 

Thank you for reaching out to us. 

 

I’m sad to hear that things have not gone as expected during the delivery.

 

We strive to provide the best service possible, and I’d be happy to take a deeper look into the situation and review what happened.

 

To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.

 

Best,

Natalie|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎05-03-2021

Re: Formal Complaint

Natalie,

 

As you may recall, we have already spoken with you about these issues. You offered $100 gift card for all the nonsense that we have experienced from best buy. The $100 will not even cover the expense of hiring a moving company to move the treadmill, never mind all of our time your company wasted in not showing up, and rudely treating my wife. 

 

As best buy has said about social issues, you Must Do More and compensate my wife commensurate with what she has experienced from Best Buy.

Posts: 171
Topics: 3
Kudos: 8
Solutions: 6
Registered: ‎11-12-2018

Re: Formal Complaint

Hello,

 

We have discussed this issue at length over multiple channels, and we have advised that our team will not be able to take the treadmill down to the basement due to the unit being almost 500lbs, it would not be safe for our team members and could possibly cause damage to your home.

It is presented in our terms and conditions that our team does have the right to refuse to perform any requested action which endangers their safety or the safety of the customer/customer's property. These terms were signed at the time of purchase.

We have offered several resolutions, all of which have been declined by you. If you would like to now take us up on our offer to help, please do let me know.

Otherwise, this will be our final response to you on this matter.

Best, 

Natalie|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 4
Registered: ‎05-03-2021

Re: Formal Complaint

What are your "several resolutions"? 

 

The Treadmill could have been moved piecemeal as it came unassembled. One of your staff even said that was a possibility. They said they would get it done but then did not show up or call.

 

As I said $100 dollars is not sufficient to even move this item. Would we ever receive the money as I did not receive the $75 promised previously.. We also lost a free 90 day warranty extension from nordictrack because best buy was giving her the run around as the treadmill sat in the garage. We also lost at month plus of iFit because of best buy.

 

This has been a complete debacle caused by your company. I also sent an email to your corporate office. I did not receive a reply.

 

Your company was rude to my wife and had no consideration for her. Best Buy made multiple appts and did not show up and did not call. That is totally unacceptable and I know you would not want to be treated this way.

 

Is it possible she was treated this way because she is a woman? She was treated with great disrespect. That is totally unacceptable. I have purchased many items in my name from best buy and did not have an issue.

 

We have made or will make complaints to the BBB, NYS attorney general and other state agencies, Federal agencies, in addition to putting a dispute on her credit card. 

 

We have full documentation including but not limited to the scheduled appts and the no shows and no calls.

 

Best Buy is a large corporation that has mistreated this customer. It is David vs Goliath. I know I may be cancelled from this website. But Best Buy needs to do more and make this right. We are asking to be appropriately compensated for this debacle and Best Buy apologize to my wife for treating her badly.

 

 

Thank you

New Member
Posts: 4
Registered: ‎05-03-2021

Re: Formal Complaint

Update:

 

I filed a BBB complaint. Best Buy offered a $50 fitness tracker. I declined. Will continue my complaints.