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Posts: 2
Registered: ‎03-16-2023

Refrigerator order

On February 24, 2023 I purchased a Samsung 27 cu. Ft Large Capacity 3-door French door refrigerator in
Stainless Steel, from your New Jersey Location 2130 RT 70 w, Cherry Hill NJ 08002 Model number
RF27T5201SR/AA, SKU number 6401612. I paid in total $2,251.99. It was due to be delivered the
following Tuesday February 28, 2023 5days later.
February 28, 2023, Unfortunately, upon arrival the delivery technician stated that the fridge will be to
big to fit through the door and I need to reschedule another delivery with a smaller fridge. My husband
and I travel to your Delaware location 2700 Fashion Center BLVD, Newark, DE 19702 and was helped by
one of your sales rep (Robert Swann). He told me that the order was not canceled and I had to wait for a
customer service rep to call me to place a new order. In the meantime, I was able to pick out a new
fridge. Samsung Bespoke 24 cu ft Counter Depth 3-door French Door refrigerator in Stainless Steel.
Model number RF24BB6200QLAA, SKU number 6493495. That of which was entered in his notes. I was
told it would be a simple exchange. Sadly, it was not. When I received the call from the rep, she did not
speak very good English and could not provide adequate customer service. In fact, I was passed around
to several reps that English wasn’t their first language and it became very frustrating to have to
continuously explain that I am only exchanging a product. By the end of the business day, nothing was
changed and the original fridge was ordered.
March 1, 2023 part of my order was canceled Refrigerator installation Model: REF EXST/NO WTR BASIC
INST, SKU number 5246604 and Appliance Haul-Away(1unit) Model: HAUL AWAY 1 for 1 APPL SKU
number 5445800. I was told it would take an additional 2 weeks to receive the money for the actual
fridge Model: SC + FRIDGE 3YRS $1500- $1999.99
March 5, 2023 I was able to speak with the same rep who helped us the first time. He was able to
actually just transfer my remaining balance onto the new order which left me with a out of pocket cost
of $508.97 which was paid immediately, that of which bought my total to $2,448.75. This increase gave
us a $196.76 difference. I then had a new deliver date set for March 11, 2023
March 11, 2023. My delivery time was between the hours of 11:30am-3:30pm. I call customer service
around 12noon to check the status of the delivery, I was told then it was 7stops ahead of me. When I
checked the app, it gave me 5 stops ahead of me. I spoke to another rep around 1:30pm and I was then
told 13 stops ahead of me. They were due to be at my home by 3:30PM. I canceled my plans I had with
my children because I had to wait for this delivery. I did not receive a call from my technician until
3:45pm, Jose stated he was 10mins away. At 4:01pm we received a call from customer service that the
driver refused to deliver the fridge because my street was to small. My husband spoke with the rep and
he stated the driver refuse to go down the street. The driver never even tried. There was no obstruction
nor blockage. He never even took the fridge off the truck. We then drove again from our home in South
Philadelphia to Delaware to try and rectify this situation. Because at this point we’ve been without a
fridge going on 6 weeks. We were told by store manager Cory Tielleman the matter would be escalated
and we should hear something by Monday for another reschedule date.
Monday March 13 th , 2023, I received a link to reschedule the delivery for the earliest being March 16,
2023 between the hours of 11:30am-3:30pm
March 13, 2023, I received a call from the technician stating he was 10mins away. Upon arrival we were
told again that the fridge would not fit through our door although we ordered a smaller size. After taking
he fridge out of the box, we notice the fridge was damaged. There were two 2in puncture slits in the
back top right of the fridge and on the bottom left there was a 3in scratch.
Posts: 344
Topics: 7
Kudos: 50
Solutions: 19
Registered: ‎11-08-2021

Re: Refrigerator order

Hello, Shanon_3


Welcome to our forums! I can understand being frustrated when your install is rescheduled so many times and now the unit is damaged.

I’ll be happy to take a closer look into this matter and offer any additional assistance I can, however, I’m hoping you can provide me with a few pieces of additional information before I’m able to do so.  If you could use the blue “Private Message” button in my signature to send me:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number


This should be enough for me to begin my research, and hopefully get you the assistance you’re looking for. Please know, as of March 20, the Best Buy Forums will be decommissioned. Our team will be available to provide support through our FacebookTwitter, and Instagram accounts. In the future, you can also visit us at for assistance. We look forward to assisting you through these platforms!



Aaron G|Senior Social Media Specialist | Best Buy® Corporate
As of March 20th, our Forums will no longer be available, for future support please reach out to us on Social Media or