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New Member
Posts: 2
Registered: ‎01-07-2023

Formal complaint on terrible appliance delivery experience

We purchased a refridgerator from a best buy store on Dec 22, 2022 and scheduled delivery on Dec 31, 2022 but no one showed up. No one contacted us to tell what was going on and when we went to the store they couldn't find out what was going on either, all they were able to do was reschedule the delivery. We rescheduled the delivery on Jan 04 2023 and the same thing happened again. We went to the store again and they rescheduled for Jan 07 2023. I reached out to the store's operations manager on Jan 06 to confirme the delivery and he confirmed that the delivery will take place on Jan 07 but then same thing happened again for the third time. We made multiple calls that took hours combined, took multiple trips to the store because there is no way to call them (can only reach out to call center reps with over 30 minutes wait time and doesn't know anything), and as of now we still don't know what's going on and what needs to be done just to get the refridgerator delivered. The store doesn't even have a way to contact the delivery team (apprearantly a third party company). The amount of trouble we are going through just to get a normal delivery is unbelievable, and we also met another customer in the store who had a similar issue and they went through the same loop four times already. 

Social Media Specialist
Posts: 137
Registered: ‎12-29-2021

Re: Formal complaint on terrible appliance delivery experience

Hello, Xchen6. 


Thank you for reaching out to us on the Best Buy Forums today. I can certainly understand how frustrating this experience has been for you. I will be more than happy to see what I can do to get your appliance delivered to you. To get started, can you please send me a private message with your full name, phone number, and email? 


I look forward to hearing from you today. 


Bryant|Social Media Specialist | Best Buy® Corporate
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Posts: 27
Registered: ‎01-09-2023

Re: Formal complaint on terrible appliance delivery experience

This Best Buy support forum consists of alleged "media specialists" seeking to deceive others as to manipulate or control by deceptive and dishonest means. They pretend to assist or address the innumerable complaints, yet it is nothing more than a ruse to entrap the unsuspecting. Not any will receive any assistance here, rather an excessive amount of ghost stories: "All who work with or for Best Buy".

New Member
Posts: 2
Registered: ‎01-07-2023

Re: Formal complaint on terrible appliance delivery experience

More follow up to this Best Buy order mess. One day the delivery team just came to our house without any schedule planning or notice, and basically just called us 5 minutes before it arrived. We were totally not prepared for it but at least it's delivered. It came with more dents and scratches than it did, but we are too tired to deal with it.

Then after leaving the refrigerator plugged in for a day, we found out it doesn't get cold. We sent an email to the store managers and they don't even bother to respond, let alone address the issue. We try to get help from the forum, but all they did was sending me to some other team which offered to have us pay more to replace the refrigerator with a more expensive unit.

After weeks of back and forth with nothing helpful from Best Buy, we decided that we were done with Best Buy. We eventually called Samsung to come and repair the refrigerator. A month after making the purchase, we finally have a working refrigerator now.


A quick summany of the things that went wrong:

1. Multiple no shows on delivery appointments with no call or notice.

2. Delivery made without any schedule planning.

3. Refrigerator came with more dents than it had.

4. No one at the store or call center knew what's going on, wasting hours of our time.

5. Store managers don't even bother to respond.

6. Call center rep wanted us to PAY MORE for Best Buy's Mistake

7. Refrigerator came with manufacture's warranty expired for almost a year. it seems like the refrigerator has been sitting on the shelf for two years. We had to make a few calls with Samsung to have warranty again.

8. Refrigerator came in some sort of store Demo mode and cooling was turned off. It was not obvious and took the Samsung technician 15 minutes to find out. Appearantly the refrigerator was a display unit and BestBuy won't even bother to turn it back on before selling it.


It's just unbelievable to me how messed up everything is. 




Posts: 106
Topics: 1
Kudos: 10
Solutions: 8
Registered: ‎11-24-2021

Re: Formal complaint on terrible appliance delivery experience

Hello, xchen6,


Welcome back to the Best Buy Forums!


I appreciate you taking the time to write us regarding your purchase and service experience! This sounds like it was an extremely frustrating situation. Placing an order and getting your services performed is meant to be simple, and this does not seem to have been your case.


I am happy to look into this and see how I can help, but in order to better assist, I am going to need some more details. 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.



Bacarri|Social Media Specialist | Best Buy® Corporate
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