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Posts: 1
Registered: ‎05-05-2021

Order {removed per forum guidelines}

[ Edited ]

This is an official complaint. Our order of a new LG refrigerator and matching range was made on 4/30/2021. The old refrigerator and range were taken away on the day of the installation. The installation was completed by 11AM. By 7:30PM we noticed a leak behind the refrigerator that escalated rapidly after it was discovered. I spoke to a Geeksquad representative and was told that someone would be calling me back the next day address the issue with the installation as the dispatched 3rd party was not available. Because the water kept dripping at a rapid pace, we at turn off the water main in the apartment/condo to avoid damage to the apartment/condo and neighbor’s residence. When I spoke to another representative in the morning, I explained the severity of the issue that had to be address immediately. The representative was understanding but state that the only thing that could be done was to make an installation appointment which was available on May 5th. This date was several days since the leak started. We were forced to get an emergency plumber to come by that day to address the issue. I have made a lot of purchases with Best Buy and this has been the worse experience I have ever experienced. There are no words for how disappointed I am with this service. I understand that Best Buy is not fully responsible for what happened. However, the 3rd party company that completed the bad installation does work for Best Buy. If I didn’t contact an emergency plumber, the damage could have been extremely extensive.  

Posts: 759
Topics: 42
Kudos: 44
Solutions: 30
Registered: ‎07-23-2018

Re: Order {removed per forum guidelines}

Hi there, imachang.


It is always nice to hear from one of our loyal patrons, although I wish your first post had been related to a positive experience. New appliances should be something to be excited about. If the refrigerator had been leaking, it stands to reason you would be seeking urgent support. While it sounds like your plumber was able to address the issue, I want to be sure this matter is formally documented, as well as offer any additional assistance you may need.


If you would not mind sending a Private Message, that would be the most secure way to collect the necessary information. Please know, I will be out of the office, both Friday and Saturday. If you do not receive an immediate response, I would be happy to reconnect with you, on Sunday.



Sarah|Social Media Specialist | Best Buy® Corporate
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