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Posts: 1
Registered: ‎04-03-2019

No one can help so far With complaint

My son in law, and I went to your Lynnwood, Wa store on March 8, 2019.  We were looking for a 48 inch built in refrigerator.  We saw the Kitchenaid for $10,000.   We went home and discussed it along with my daughter and decided that was the one we needed to replace our non working built-in.  After returning to the store on March 9, we talked with sales consultant.  He told us they could deliver and install the next Saturday which was March 16.   We were very happy with this because we had already been without a refrigerator for several days.  We told him that we have a narrow, steep driveway so he made a note that they would need to come in a smaller truck to deliver it and didn’t seem to think it was a problem.


 My son-in-law was called the day before and once again he reminded them of the driveway. They showed up in a large truck on March 16 and could not deliver it. The delivery was rescheduled for March 20. Once again after a couple of phone calls they did not deliver it.  Finally after some negotiation and phone calls, they were able to bring a smaller truck and get it delivered on March 27.  It was finally actually installed on March 29, almost 2 weeks after the original delivery date.   Every time one of us called, we were promised a better delivery date and some sort of compensation for the mixup. As of this date I have not seen any compensation. 
The delivery people and the installers were great and we had no problem with them.  There was just lack of communication between your store and the delivery company which caused all of the issues.
 This problem caused us to have to eat out for almost 2 weeks at least two meals a day.  My daughter and son-in-law have a two-year-old child so you can imagine how stressful and problematic this has been with no refrigeration.
We have all been customers of Best Buy for years.   My son-in-law and  I have both personally bought TVs and computers among other things.  I can assure you that I will look elsewhere first the next time we need something before coming into your store. 
As a side note, my son-in-law was contacted April 1 to schedule install...Install WAS DONE on March 29.


Posts: 834
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Registered: ‎11-23-2018

Re: No one can help so far With complaint

Hello, Tkb1120, and welcome to our online community!


Thank you for reaching out for further support on this through our Forums. I know being without a major appliance such as a refrigerator can be a burden, and I'm sorry our rescheduled deliveries created great inconvenience to you and your family. This is most definitely not the type of experience we want our customers to have, and I understand the frustration you must have felt with the disconnect between our store and delivery team.


When a customer has an experience with us like this, we want to do all that we can to make it right. That being said, I'd like the opportunity to look into your account and logged interactions to see where things left off and follow up on anything else we can do here. Please send me a private message including your full name, email, phone number, and any order/service numbers. You can find the blue option to message me to the right of my name, below.


Happy to help,

Allison|Social Media Specialist | Best Buy® Corporate
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