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New Member
Posts: 3
Registered: ‎06-26-2019

Recent refrigerator purchase

[ Edited ]

To whom it may concern,

We recently purchased a Samsung refrigerator from Best Buy in Downers Grove.  The first refrigerator that was delivered and installed, never worked.  I had contacted Best Buy to voice my concern the very next day, and arranged for it to be picked up and that a new one be brought to replace.  I also voiced my concern regarding the inconvenience of being without a working refrigerator essentially for 3 days, and the concern was elevated to a Corporate level manner. 

During my discussion with the person at corporate, I had asked for a three year Geek Squad warranty to be covered by you guys.  I was told that you would not be able to do that as it is not standard practice.  I was told that instead of that, I would be sent a gift card to cover half of the price of the Geek Squad warranty, and that I could cover the other half out of pocket.  (Approx $150 for Geek Squad coverage, essentially I would receive a Best Buy gift card in the amount of $75)  I was told that I would receive the gift card in approx. 10 business days.  This was back on June 3rd.  It is now June 25th and I still have not received a gift card in the mail. 

I do have to say that I am not too pleased with this outcome.  Not only was I without a refrigerator for 3 days, I now was also lied to about receiving a gift card due to my inconvenience of having to block out part of a day for the first install, as well as a 2nd install.  This is very surprising to me considering that I have purchased many things from Best Buy in the past and never had any issues.  Not sure what has happened to the customer service area of the company, but it has really taken a turn for the worse.  In the future it really makes it an easy decision for me to not consider Best Buy in my next purchase of anything.  I get that my decision doesn't make much of an impact on your company as a whole, but nonetheless, for my own sanity, I will choose to shop elsewhere.


Jeff {removed per forum guidelines}

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Registered: ‎11-12-2018

Re: Recent refrigerator purchase

Hi there, Jeff, 


Welcome to our community! 


I'd be glad to take a look into your order and see how we can rectify this for you. Would you mind sending me a private message with your full name, email address, and phone number? This can be done by clicking on the blue private message button next to my signature. 


Hope to hear from you soon! 

Dariela|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎06-26-2019

Re: Recent refrigerator purchase

I private messaged over a week ago with my info requested, has anyone had a chance to look into yet?

New Member
Posts: 3
Registered: ‎06-26-2019

Re: Recent refrigerator purchase

I have to say that I've grown tired of waiting for any type of response.  This has gone unanswered now for almost 2 months.  Obviously this forum is not the place for things to be resolved.  I can honestly say it will be a long time before I step foot into another Best Buy, as I am convinced that Best Buy does not back any of their products, or value their customer service and retention. 

Thanks for nothing.

Posts: 7,920
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Registered: ‎10-10-2012

Re: Recent refrigerator purchase

Hello, Jeff,


My apologies in our delayed response since Dariela last reached out to you.  Since posting on July 20, have you been able to get any resolution?


Using the information you provided in your private message, I could not locate any cases regarding the promised gift card.  Were you assigned to a case manager?  Can you send another private message with your order number?



Bill|Senior Social Media Specialist | Best Buy® Corporate
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