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New Member
Posts: 3
Registered: ‎06-06-2018

Frustrated Customer (Delivery issues)

[ Edited ]

I had purchased an open box item from the Best Buy’s Manassas, Virginia store on 05/07/2018, order# {removed per forum guidelines}. It was schedule to be delivered on 05/12/18. This is when the nightmare started.

 

  1. On 05/12/18, the delivery team came at my place and said that I need to remove the railings on my stairs so that they can get the fridge upstairs. I told them I will do it right now and it should not take more than 10 mins so they can start unloading the fridge. While I was removing the railings inside, they went outside and left without letting me know.
  2. I called the customer service and complained about this. They said they are sorry and rescheduled it on 05/15/18. I had to  take half day off again on 05/15 so that I can have the fridge. When they came on 05/15, one of the door on the fridge was damaged. I called the customer service and they said I should refuse the delivery since its damaged and they rescheduled again to 05/18.
  3. Again taking half day off, the team came to deliver the fridge. This time, all the three doors were damaged and the power cord was broken. When I spoke to the customer service agent, she advised me to keep the fridge  and they will replace the doors and power cord for me. So I kept the fridge in my garage since it could not be powered on.
  4. When I called the customer service agent (Eric), he said I need to pick a new fridge since the doors cannot be replaced. We agreed on a new model and it should scheduled to be delivered on 05/30/18.
  5. Again on 05/30, the delivery team came and left without letting me know or delivering the fridge.

 

I have taken half days off 4-5 times and spent more than 25-30 hours in total without having the fridge. I am so frustrated and have cancelled the order. I am really disappointed with the service and Best buy has lost a loyal customer for life.

Posts: 1,174
Topics: 17
Kudos: 133
Solutions: 49
Registered: ‎10-19-2017

Re: Frustrated Customer (Delivery issues)

Hi vipulbaldia,

 

Purchasing a new appliance is meant to be a fun and exciting experience so it’s really disheartening that you’ve had an ongoing situation since May. I would be really frustrated as well if I had taken multiple days off work to accept a delivery without receiving the fridge I expected.

 

In terms of the current status of your situation, you mentioned that you had canceled your order. Does that mean that you still have the dented fridge with the power cord issue and you’ve simply canceled the exchange order or have you also returned the dented fridge?

 

Though you’ve indicated that you no longer want to do business with Best Buy, I would just like to be clear on the status and what is needed going forward if you no longer want the exchange order because of all the trouble you’ve faced up until this point. Please let me know either here or through private message by clicking on that option in my signature below. I look forward to hearing back from you!

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎06-06-2018

Re: Frustrated Customer (Delivery issues)

Glad you replied. Took another day off today so that they can pick the damaged fridge and no result. The delivery team wanted me to sign saying that the product is not damaged( it is and they had notes this in previous delivery attempts), I am happy with the service and hence I refused. I told them I can sign the paperwork which states that they are authorized to pick the damaged fridge but they left. Same things keep repeating. I wish instead of apologizing and understanding my frustration, the bestbuy educates the delivery team. I’m totally frustrated with Bestbuy and hence had cancelled my order. What else do you expect me to do?

Vipul
Posts: 1,174
Topics: 17
Kudos: 133
Solutions: 49
Registered: ‎10-19-2017

Re: Frustrated Customer (Delivery issues)

Hi Vipul,

 

Thanks for replying! I’ll be happy to take a look at your return order. Can you confirm your phone number and full name in a private message so I can do that? Thanks!

 

Kind regards,

Kayla|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: 3
Registered: ‎06-06-2018

Re: Frustrated Customer (Delivery issues)

Kayla,
I have sent my details in a private message

Vipul
Posts: 1,174
Topics: 17
Kudos: 133
Solutions: 49
Registered: ‎10-19-2017

Re: Frustrated Customer (Delivery issues)

Hello Vipul,

 

Thanks! I’ll be replying to your private message shortly with additional information. As you may already know, you should be able to see your private messages by logging into the forum and selecting the envelope icon in the upper right-hand corner of the screen.

 

Regards,

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