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Posts: 1
Registered: ‎05-20-2021

Refrigerator Installation Disaster

We are very unhappy with our service so far and frustrated that every person I contact has no background on what has happened so far or is following through on promises made by other employees.
We ordered a refrigerator to be delivered and installed on 5-18. Someone called saying there were trailer issues and that our install would have to be rescheduled. 10 minutes later the truck arrived with our refrigerator. The delivery guy said he was not authorized to install only to deliver, so he could not remove the doors and bring it into the house. We told him he would have to take it back, to which he offered to do it “on the side” if we paid him money. We refused and called Best But as soon as he left to report this inappropriate behavior. We were told he lied and said we hung up on him and that the reason he didn’t deliver is that the fridge did not fit in our house even with the doors removed, which is not true. The woman then scheduled a different team to return the next morning to install the fridge. When they arrived in 5/19 the refrigerator was partially open and very damaged on 2 sides. This was not the case when it had initially been brought to our home. We sent it back again and spoke with a woman who still had the reason for canceling the first delivery as “trailer issues” in her notes. She apologized and said they would be issuing us a gift card for our trouble and that someone would call us to sort it out. No one called us back, so I called customer service this morning to try to figure it out. The man was very nice and helpful, but again no one seems to have any background or knowledge of past discussions, events, or promises like the gift card. All he could do was schedule a new install for 5/24. My problem is this, it is extremely obvious to me that your delivery employee tried to scam us out of money, lied about what he was allowed to do and then lied about why he didn’t install it, and in retaliation for us reporting him then damaged our refrigerator. I sincerely hope this person is no longer employed by Best Buy, but I do not feel confident any of this was accurately reported. I am also concerned that this person knows where we live. I cannot believe after all of this we are being now asked to wait an additional 4 days after already waiting 2 more than we were supposed to. We will now be forced to throw out 4 ice chests of food that were only supposed to have to last for 1 night. That is not taking care of your customers who have been very inconvenienced by all of this, and are shocked by everyone’s lack of concern for this employees actions. We are scheduled for Monday but I have very little faith this will be completed without more issues.
Posts: 271
Topics: 10
Kudos: 49
Solutions: 1
Registered: ‎02-08-2019

Re: Refrigerator Installation Disaster

Hello, Phenebean!


Thank you for joining our community here on the Best Buy Forums. Purchasing a new appliance should be an exciting experience, and I can understand being eager for your new refrigerator to arrive. I am sorry to hear that the delivery attempts you have had have not reflected the expert service that we strive to provide. I am happy to look into this situation further. 


To start, please send a private message with your full name, phone number, and email address, along with the order number (if you have it). You should be able to do this by clicking the blue button near my signature. 




Jenni|Social Media Specialist | Best Buy® Corporate
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