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New Member
Posts: 1
Registered: ‎02-24-2019

New Refrigerator issue - Very bad experience

Hi, I would like to share my kitchen appliances purchase/installation experience with Best Buy store located in Schaumburg. "900 E Golf Rd Schaumburg, IL 60173". Experience #1: January 12th, 2019 I have purchased Kitchen appliances (Refrigerator, Dishwasher and Gas Range) during Last Thanksgiving Day sale event and scheduled for installation on January 12th, 2019. When Installation people came home, they found out that refrigerator had small dents on both doors and discussed the options with me. so, they installed only Dishwasher and Gas Range (good work) and took back the new refrigerator with them. I was also told by them that someone from Best Buy will contact me reordering process for refrigerator. I waited for 3-4 days but no one called me. So, I called Best Buy Customer care and explained the problem. They told me that Item was low in stock, so it will take few more days. Experience #2: January 26, 2019. After few follow-ups with Best Buy customer care, I was able to schedule appointment on Jan 26th, Team installed new refrigerator, they demonstrated, and it was working fine. They hauled away my old refrigerator as per my previous request. After they left (1 Hour or so) my refrigerator stopped working. We tried all the basis R&D but wasn't success. So, I called Best Buy Cust Care and escalated about the problem. Requested to look into my problem ASAP because technically I don’t' have a working refrigerator. Moreover, I have 2 small kids and we badly need a refrigerator always. They have opened a case ID as well and a lady named Courtney was helping with reorder and sooner appointment schedule. We later realized that the defective new refrigerator tripped the power-points. Experience #3: January 29th, 2019. Installation team came with new refrigerator. I told them to check what's wrong with the existing one, I was explaining them about power trip issue, but they politely replied they are here to replace the existing one with new one and not to check the issue. So, they did install new refrigerator, confirmed that refrigerator isn't an issue and it's due to power tripping. However, they didn't install fridge door hinges properly. Left and right-side door weren't not aligned. As I was in rush to go to office and filled with disappointment, I didn't check door alignment properly. And as I don't have refrigerator I throwed away the frozen food items worth $ 125-150. Meanwhile I fixed power-trip issue which is caused by new defective refrigerator. It costs me $90(Labor and new switches). Meanwhile I was following up on door alignment issue Experience #4: February 2, 2019, I got appointment for door alignment. Geek Squad team came and checked and confirmed that doors are defective, and they can't fix it and needs to be replaced. So, another frustration moment on our side. I have updated Courtney (Best Buy escalation team) about another frustration exp, she said Best Buy will compensate for the experience I had but this will only happen after the installation is completed and it may take couple months. We took a break from follow-ups (phone calls to Best Buy) as we tired. This time we went to store to re-order refrigerator. I was assigned to Kitchen Sales representative (Named Joseph), He understood whole incident and not happy with unique experience to me. So, he promised that next appointment from Best Buy will fix this issue. He helped with re-order and appointment. Experience #5: February 23, 2019 Eagerly waiting for the new refrigerator installation. Team came and while uncovering the refrigerator covers, they found a big dent on door and informed us. We refused to take that one. We were told someone from best buy will call us on next steps. Unfortunately, even after a week of this appointment, no one from Best Buy called me. I spent significant amount of time on calls (around 8 Hours) with Best Buy, plus 5 appointments from them didn't solve my issue. Moreover, prior to each appointment, we would have to empty the items in existing refrigerator and putting them back as they couldn't fix. I had good opinion about Best Buy service prior , but this experience completely changed about my view. They completely failed with customer service in my case.
Social Media Specialist
Posts: 67
Registered: ‎11-12-2018

Re: New Refrigerator issue - Very bad experience

Hello upendar,

 

Thank you for reaching out to us about your experience on the forums! We appreciate you providing us with your feedback so we can grow and become better for our customers. Please send me a private message using the link in my signature below. Please include your full name, phone number, and email address. I'd be more than happy to look into the issues you are experiencing with your fridge delivery. 

 

Sincerely, 

Natalie|Social Media Specialist | Best Buy® Corporate
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