02-24-2020 02:41 AM
My oven broke right before Thanksgiving so I ordered a new one from Best Buy. I decided to get a new microwave /hood to match my new stove; however installation of the microwave too would delay my delivery by a week. I already had my turkey, so I opted to have only the stove installed (the day after Thanksgiving) and would try to find someone to install the microwave for me at a later date. I found someone to install my microwave after the first of the year. .When we started to take the microwave out of the box we saw that it was dented. I took photos and told my installer to wait until I contacted Best Buy. They told me since it was beyond 30 days they could not replace it but I could contact the local store manager and see if they would accommodate me. My installer was moving from the area so I told him to go ahead and install the unit. He thought it looked like it had been taken apart because all the screws on back were loose, and one was missing. I went ahead and left for work. When I got home, the microwave was up and running but the glass plate for the carousel was missing and the dent that I saw when I first opened the box was much worse than I could have imagined. The bracket was dented along with the micorwave and from the big dent all the way up the side there is a crease. Nobody would buy something like this - not even for half price. I was so upset, I went to the Best Buy website and got an email address for customer service. I sent a letter explaining my ordeal to the attention of the Vallejo store manager. After a few weeks I still had not received a response, so I stopped by the store on my way home from work. I asked for the manager and explained my ordeal and had photos of the dent/crease. They agreed the dent was caused on the delivery truck. I was told the manager would be out, but they never came. Instead, the customer service clerk relayed the message for the manager that they could do nothing because it was beyond 30 days. Every time I go into my kitchen and see the dented microwave, my blood starts to boil.. I understand the store policy is 30 days and understand why, but due to my circumstances I felt that an exception should be made. I have purchased many items from Best Buy with no problems over the years, so I didn't think to open the box and inspect until I was ready to install. I am very disappointed with the lack of customer service and am shocked that a company as large as Best Buy would not take back an item that they damaged just because 30 days had passed. I have already started telling anyone and everyone not to buy appliances from Best Buy. I have purchased a new dishwasher and washing machine since then, staying as far away from Best Buy as I can. Best Buy has lost a good customer and I will continue to share my experience with anyone looking to buy an appliance from them.
02-24-2020 12:21 PM
Good afternoon, DianaK2020, and welcome to the forum!
Thank you for taking the time to register with the forum regarding your over-the-range microwave purchase! It is never convenient for an appliance to malfunction, but especially so around the holidays. I'm glad to hear you chose Best Buy as your appliance purchasing destination, and even chose to upgrade your microwave with the new stove. I know how chaotic the holidays can be, so I understand that while the product was delivered pretty soon after purchase, it wasn't taken out of the box or installed until recently.
With that said, major appliances would have 15 days to be returned or exchanged under our Return & Exchange Promise. It sounds like you were well beyond this time frame when this issue was brought to our attention. Beyond this time frame, our options to assist may be quite limited. I understand your circumstances here though, coupled with your difficulties contacting the store, and would like to see if we have any options available for you. Please keep an eye on your inbox in the top right corner of the page for my private message headed your way.