10-13-2021 05:39 PM
We purchased a new washing machine online and it was delivered. The delivery guys didn't seem to know what they were doing. Approximately 4 days later, I noticed that my floor in front of the laundry room was buckled (laminate flooring). I walked into the laundry room and found water in my laundry room floor. The washing machine had leaked from underneath and ran out the laundry room and ruined my hallway flooring. I immediately contacted Best Buy Customer Service, got the run around and was transferred 2-3 times before I got to someone who could help. Then I was told the system was down and I would have to call back. We went into our local Best Buy store that afternoon and purchased a different brand washing machine and paid more money for it. The store manager gave me a folder with the number to contact Best Buy to start the process for their insurance to reimburse us for the damage to my floor. I was given a case number from a Best Buy agent, and was told Sedwick would contact me within 7 days, and they never did. I called back to Best Buy (now my 9th phone call to get a resolution) and was finally given a phone number for Sedwick and their email address. I have left 5 voicemail messages for Sedgwick and I have emailed them. I have yet to hear anything from them. I am now going on 5 weeks since this first happened. All I have is a case number that apparently is not doing me any good. I cannot get Sedwick to respond. We just went to pick out new flooring and it cost us $1,200 to get it fixed. I am so furious with Best Buy/Sedgwick and lack of Customer Service. I've never seen such horrible customer service in my life! I have already told all of our friends and family members of this horrific experience and none of them will ever purchase from Best Buy again. But, if I don't get a resolution soon, I'm putting this experience on our company blackboard and will let all 6,200 employees in our company see it for themselves as well. It seems that Best Buy and Sedgwick does not care at all about their customers. You sold us a damaged washing machine that ruined my floors and cost me $1,200 and I cannot even get a call back. Oh, but the Customer Service agent two days ago did offer me a $50.00 gift card due to the number of times I've had to call in. Oh and he escalated this to his manager, and I was guaranteed a call back from that Manager within 24 hours. However, it's two days later and never got a call from the Manager either. I'd have to say this has been the worst purchasing experience I've ever had.
10-14-2021 03:02 PM
Thank you for reaching out to us here on our community forums. Having had several appliances delivered to my home, I know that if any damage took place I would want to make sure this was repaired as quickly as possible. It's concerning to hear that you haven't been able to get an update on this damage claim and I'd like to see what I can do on my end to get more information.
While Best Buy is unable to directly view the status of your claim, I will be glad to reach out to our partners at Sedgwick to ask for you to be contacted. I will need a bit more information so I can begin to work on this for you. Can you please send me a private message that includes your:
You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I look forward to hearing back from you.