Delivery & Installation

[complaint123]

This complaint is against Best Buy for an order for a refrigerator on 8/22/21 for my elderly parents.  This delivery came as promised on August 24th but it was defective.  Water was leaking inside the fridge even with the correct settings.  Since then, it has been a nightmare trying to get an exchange to happen.  The exchange has been delayed 3 times, each time I was notified only a few days before the scheduled delivery date.  On 9/3/21 to make an exchange for a GE model and it was scheduled for 9/16.  Right before 9/16, I got an email saying that I won’t get it until December.  Seeing that my elderly parents desperately needed a working fridge, I called again and switched to a more expensive GE fridge that was promised to arrive by 9/22.  Again, a few days before 9/22, I got an email saying that it is delayed until 10/5.  And today (10/2), I get another email saying it’s been delayed until 10/19.  10/19 will mark the 56th day of my parents being stuck with a defective fridge.  And even then, that’s IF it comes.  Who knows if it will be delayed it again?  At this point it feels like Best Buy puts in little to no effort to give customers accurate delivery dates and takes the liberty to make delays upon delays at only a few days’ notice.  It has cause me, my siblings, and my elderly parents much distress, inconvenience, and loss of much time simply trying to hold Best Buy accountable for the product that I have purchased almost 2 months ago.  It baffles me that Best Buy hasn’t even reached out to compensate for their lacking and for not upholding their end of the deal.   In addition, Best Buy makes it quite difficult to get help as each phone call takes at least 30-45 minutes just to get through the automated system to a live rep.  The online help chat was even worse where representatives clearly gave me false information regarding my order and I was passed on between 5-10 reps with each one being just as clueless and unhelpful as the one before.  I ended the online chat just to find out that I couldn’t even leave survey feedback because the system wouldn’t let me for whatever reason.   It really shouldn’t take this much effort to try to get a product that I have paid for and that they have promised to deliver.  They have my money, but I don’t have my product.  They have completely lost me as a future customer.  But at this moment, I still need them to deliver the fridge that I bought and I’m running out of patience.

[Stephanie-BBY Retired: Social Media Specialist]

Hi, complaint123,

Welcome, and thank you for reaching out to us on our Community Forums. Getting a new refrigerator should be exciting, so I understand why this has been less than ideal so far. I am not a fan of experiencing long hold times either, so I do not wish you had experienced that. While we try to ensure orders placed are accurately represented with their estimated arrival date, there are instances where an item in our catalog may not be available for shipping when expected. While this is outlined in Best Buy’s Terms and Conditions (https://www.bestbuy.com/site/help-topics/terms-and-conditions/pcmcat204400050067.c?id=pcmcat20440005...), it doesn’t make it any less disappointing when it happens. We value your input and feedback; and would like to formally document this so we can better service our customers. To do this, as well as take a closer look at your order, please send us a Private Message with your full name, phone number, email address, and order number.

Kind regards,

[complaint123]

Update: Delayed until late November 2021... 

[Stephanie-BBY Retired: Social Media Specialist]

Hi, complaint123,

We understand a delayed order is not ideal, so we would encourage you to please continue to work with our Executive Support Specialists towards resolution. Thank you.

Regards,

[complaint123]

Update: Ended up ordering the same fridge (just different color) from Home Depot that came within in 2 weeks. Canceled this order from Best Buy.... should have bought it from Home Depot from the very start. Not really sure what the hold up with Best Buy is. So much wasted time, energy, and resource. The Best Buy "Executive Support Specialist" was always polite but was not very helpful and didn't even offer any compensation. O well... never again.