07-06-2021 01:54 PM
When my husband and I purchased our new home recently, we were so excited to buy new appliances. We saved up for quite some time, and finally decided to buy our dream set. Everything went so well, as it was our first time buying through Best Buy. The purchasing experience was great, and everything was delivered so quickly.
The inital install went well, and within 20 minutes we were inspecting the appliances to make sure they worked. All looked good and we approved the delivery. Within 10 minutes after that, all went down hill.
We went to open the refrigerator door, and the bottom of the handle popped out. It was so strange, since it was fine just minutes before when the install team was still there. We called Best Buy, and they said they'd send out a team to fix it.
When the second install team came days later, they took off the handle and started laughing at what they saw. The inital team used an incorrect screw wrapped in electrical tape on our brand new fridge instead of stating they were missing a piece. Like I said earlier, we had been saving for such a long time to finally have new appliances, and to have our hard work result in a purchase that let us down so bad, and that was handled with zero care, really left a bad taste.
After that, the next team did not have the piece to repair our fridge. Another week went by where we couldn't use the left side handle of our brand new appliance. It was embarassing when we had guests over to see the new house and had to explain why electrical tape was on our fridge.
Finally, the third team arrived with the correct parts and fixed the handle within minutes. They laughed as well at the horrible job the intial installers had done.
This resulted in me having to be home not once, not twice, but three times for this one appliance. I had to miss out on work and rearrange schedules for this careless mistake that could have been prevented.
Being a new homeowner, we were so excited to start making larger purchases but it's hard to be excited about purchasing with Best Buy now that we've had this experience
I'm extremely disappointed, and hope nobody else goes through this.
07-06-2021 02:56 PM
Hi there, TS105!
Thank you for joining our community here on the Best Buy Forums and for taking the time to share your experience with us. While I am happy to know that the refrigerator door is now usable, I am sorry to hear that the process did not go as smoothly as we strive for. It is incredibly import to us that our customers are heard, and I would like to document your experience and feedback here at the Corporate Office. For me to do this, please send a private message with your full name, phone number, and email address, along with any additional details that you may wish for me to notate. You should be able to do this by clicking the blue button near my signature.