11-11-2020 04:43 PM
I went to my local best buy on 10/26/20 to purchase a new refrigerator because our old one died. The salesperson at the store was polite and did a great job assisting me. I would have to wait a week to get my refrigerator which was understandable. I received my new refrigerator on Friday 10/30/20. After it was installed it stopped working after 20 minutes. I contacted customer support and was told I would have to wait until Wednesday 11/4/20 for a replacement.
I had to throw out over $200 worth of food that was purchased in anticipation for the new refrigerator.
The replacement arrived on 11/4/20 and it worked fine, later that day I had a water line instillation scheduled which I prepaid for. When the gentlemen came to install my water line, I was told I would have to pay $130 AGAIN or they would not install. I felt threatened and needed the work done so I went ahead and paid, knowing I would contact Best Buy to get a refund.
Once they left I contacted customer support and explained the situation. I was told I would be contacted in 48 hours with a resolution. I heard nothing. I contacted costumer support today 11/11/20, one week later. I explained what happened and was placed on hold for almost an hour. After waiting that long and extremely frustrated, I called back and was put on hold again. I was told that they could do nothing about it and I would have to take it up with my local store.
It took over a week to give me that answer. Now I have to go to my local store and take time out of my day to tell this story again.
I am extremely frustrated at the lack of competency and empathy on the customer service team. This was my first big purchase with Best Buy and will likely be my last, which is a shame because I am doing a home renovation and will need to buy new appliances.
I doubt anyone will get back to me on this platform, I just wanted to document my experience.
11-19-2020 01:17 PM
Welcome to our community, aaperez24.
Purchasing a new fridge should be a time for excitement, and I’m sad to hear that the installation my not have gone as expected. My family relies on our fridge every day, and I can only imagine going without one for any length of time. I’d be happy to take a deeper look into your concerns and learn more about 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.