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New Member
Posts: 5
Registered: ‎06-17-2019

Non-responsive! Opened claim in March 2018

This is insane. We had a refrigerator delivered and installed in March 2018. Immediately we noticed a row of small dents across the front of the freezer drawer (bottom half). We called and filed a claim with Amanda at Best Buy. Amanda even emailed us so we could send her a video of the damage. We did promptly that day and then we never heard back... I called 1.5 weeks ago to follow up. I waited on hold three separate times for about 45 minutes to be told that Amanda would call me back that day. I sent a follow up email to her (even though she never responded to the two previous follow ups) to let her know all the contact information for both my husband and I. It is now June 17th and we have never been contacted about our claim. I am waiting for compensation. Not a new refrigerator- but 10+ dents is not what I paid for.

When I called they said our “file” showed that Amanda tried to contact my husband on several occasions. This is a lie. We are both responsible enough to call people back if a message is left. I would jump at an opportunity to resolve this. There would be no delay. No attempts have been made. We both live and work where we have cell service, our voicemail boxes are set up and ready to receive messages. We would not miss a call.

I am so disappointed. This is the WORST costumer service I have ever experienced and I am including Comcast in the running.
New Member
Posts: 5
Registered: ‎06-17-2019

Re: Non-responsive! Opened claim in March 2018

FYI I called again and spoke to Leslie in the claims/ escalation department today. Best Buy does not compensate you for time (she repeated to me- even though I did not question that), so for an additional 10+ dents on my $1500 unit I am receiving a whopping $150 gift card in compensation. Supposedly that’s all that can be done and there is no one else to speak to about it. I am so disappointed with this entire process.

Leslie said that “I wouldn’t be happy if they gave me $1000”. This is an insult. I am not some kind of money hungry scammer with ridiculous expectations. I did not expect $1000. I was asking for $300-400 because of the number of dents and location of dents that my unit received on delivery. I don’t have an algorithm for why that seems more reasonable, but I know it would cost the company more than $150 to come pick up my unit and put it back up for sale with these new dents.

I’m not sure if the same people read these posts or if there is someone that can actually try to repair this out there that works above Leslie, and Amanda, and Marie. If there is I am still willing to work on a resolution that is not insulting. I would be happy to respond to this post with a positive update- should I get one.
Social Media Specialist
Posts: 99
Registered: ‎11-12-2018

Re: Non-responsive! Opened claim in March 2018

Hello adooner,

 

Thank you for sharing your experience with us here on the forums! 

Our customer's feedback is invaluable to us as we work to improve our processes and continue to serve our client's.

 

I'll happily look into your situation and see if there is anything else we can do.

Please send me a private message. You can do so by clicking the blue button to the right of my signature below.

To help, I'll need your full name, phone number, and email address.

 

Sincerely,

Natalie|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: 5
Registered: ‎06-17-2019

Re: Non-responsive! Opened claim in March 2018

Natalie- I sent you a direct message as asked on Jun 20th and have yet to receive acknowledgement of receipt or any type of follow up.
New Member
Posts: 5
Registered: ‎06-17-2019

Re: Non-responsive! Opened claim in March 2018

I don’t know how to delete my last comment. Please disregard.

New Member
Posts: 5
Registered: ‎06-17-2019

Re: Non-responsive! Opened claim in March 2018

Natalie did get back to me and I am satisfied with the resolution. Thank you for your follow up.