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New Member
Posts: 2
Registered: ‎10-23-2020

The worst customer experience I have ever experienced

[ Edited ]
On October 10, a new GE refrigerator purchased from Best Buy was scheduled to arrive at my residence. At the fifth hour mark, of a six hour time window, I received a message that the item could not be delivered because the incorrect delivery truck had been sent, and I could not navigate the narrow residential street. (This is either a a fallacy, or incompetence, as delivery trucks for larger than the one in Best Buy ascend arrive on my street on a daily basis.)
 
To clarify, I am the renter of at home. The refrigerator was purchased by the owner. The order number is below. I’m the one suffering through this. I’m the one paying the consequences of the ineptitude of Best Buy‘s employees, and more importantly, the unwillingness of them to rectify the issue in any sort of acceptable manner.

When Best Buy was contacted to arrange a second delivery, we were told we have to wait a full week for the refrigerator to be delivered again. With the same six hour time window; with no apology; with no explanation of why this issue — entirely the fault of Best Buy — waas not expedited/elevated to serve the customers interest. Not Best Buy's…

All the items in the freezer were ruined, as were many items that were ordered to be delivered that day from the local Vons supermarket.

Despite great frustration, I waited for re-delivery of the refrigerator on the following Wednesday, October 15.

At the fourth hour of the six hour window, the delivery truck (which was same size as the one scheduled to arrive the previous week) arrived and installed the refrigerator. Hours later, it became clear that despite being plugged and “working”, the freezer was not functioning at a normal level. I had — for the second time — order groceries at the local Vons for pick up, safe in assuming that a new refrigerator would not be problematic, and having a young child to feed — to just cover our basic needs. 
 
The next morning, I learned that everything in the freezer again was ruined/spoited. It took another eight hours hours to realize that the refrigerator portion was also faulty, and everything was around there as well. Including imported spices, cheese, butter, meats, specialty dishes, condiments, spices (imported), and many condiments. Everything had to be tossed out.  New items, old items, it didn’t matter.

When Best Buy was called to arrange a replacement refrigerator, the customer service rep actually had the audacity to laugh. They said we have to wait an additional week to have the refrigerator removed and replaced. So now I am stuck with a non-operational behemoth in my kitchen, no ability to store perishable foods of any level.

The replacement delivery is scheduled for Thursday of this week, again with a six hour window; again, with no apology; with a pathetic offer of $100 gift card if we call a special number the next day with a code. 
 
I don’t want a gift card, unless Best Buy is now carrying groceries. I’ve lost between $200-250 worth of food over the past week and a half. I do not have a functioning refrigerator. Obviously, mechanical failure happens, but the way that Best Buy handled this, especially in the wake of the attempted delivery the previous week was abysmal to say the least. I’ve never been treated by any business this poorly.  I was a customer, yet treated like detritus.  I’m not sure I’ve been treated this badly by an enemy…

The details:

October 10:  First delivery attempt (canceled at Hour Five of Six Hour window)
All frozen items spoiled/ruined items delivered that day (that couldn’t be canceled) also ruined. 
Ootober 15: Second delivery. Broken GE refrigerator delivered and installed.
All the remaining items that have not been ruined by the previous debacle are now completely spoiled. Mainly the entire contents of a very full refrigerator. Vegetables, cheese, meats, Emporio spices, ghee, butter, mayonnaise, mustard, dogs, cured meats, milk, coffee creamer, and many more items. 
October 19- ?  Waiting for delivery of replacement, and hopefully working, refrigerator. At the moment, is scheduled to be delivered on Thursday, again during a six hour window. I would truly be in the death of whom ever reads us at the delivery could be expedited to today or tomorrow. I am at wits end, with a young son, and a complete inability to store anything perishable in my home. This is because of Best Buy. Well they are not responsible for breakdown of a brand new refrigerator, they are responsible for making zero accommodations to replace the refrigerator as soon as possible and normal business practice would be to call the purchaser/homeowner Waiting for delivery of replacement, and hopefully working, refrigerator. At the moment, is scheduled to be delivered on Thursday, again during a six hour window. I would truly be in the death of whom ever reads us at the delivery could be expedited to today or tomorrow. I am at wits end, with a young son, and a complete inability to store anything perishable in my home. This is because of Best Buy. Well they are not responsible for breakdown of a brand new refrigerator, they are responsible for making zero accommodations to replace the refrigerator as soon as possible and normal business practice would be to call the purchaser/homeowner/homeowner and immediately arrange for delivery of the replacement. Not only has this not happened, but I’m expected to wait an additional six hours on Thursday. That would bring the grand total of time spent waiting for non-delivery/box delivery/delivery of the refrigerator to be at least 12 to 15 hours. How is this in anyway acceptable. I’ve purchased many items at Best Buy in the past. Keep television on, an iPhone, Blu-ray player, etc — Unfortunately never had any issues. However, the one time I’ve had issues, I find the customer service is perhaps the worst I’ve experienced in the US customs I’ve of Unfortunately never had any issues. However, the one time I’ve had issues, I find the customer service is perhaps the worst I’ve experienced in the US cast of business.
October 22 - After six hours, I finally received delivery of a working refrigerator.  12 days after it was supposed to arrive.  After over $200 in spoiled food, horrible inconvenience, and terrible customer service.
October 23 — I called Customer Service to find out reimbursement for my groceries.  After 2.5 hours — and being told by a representative in the Phillipines (Kleine) that I would either get a $150 refund to the credit card used for purchase or an additional $200 Best Buy gift card — I was disconnected. (This happened three times. And despite having my phone number, no one ever called me back. I had to go through the process again — and there was no record of the original call.)
 
To summarize, I spent fifteen hours of “wait time” over the three scheduled delivery days.  Combined with Samuel Braitman, we have spent over seven hours on hold or speaking with Customer Service.  Twenty two hours. Literally, almost an entire day.  There is unacceptable business practice and then there is almost criminal business practices.  We are exhausted, frustrated and every upset with the policies that allowed this to happen.  (For the record, the customer service reps — except for the one who laughed during the October 15th phone call, have been cordial and helpful.  They often seem as frustrated as we are with the policies.)

To clarify, I am the renter of at home. The refrigerator was purchased by the owner, Samuel {removed per forum guidelines}. The order number is below. I’m the one suffering through this. I’m the one paying the consequences of the ineptitude of Best Buy‘s employees, and more importantly, the unwillingness of them to rectify the issue in any sort of acceptable manner.
 
Order #{removed per forum guidelines}
 
Reimbursement for my loss of groceries and additional expenses should be applied . Surely, an executive at Best Buy will agree that their customer(s) have been treated poorly and the issue needs to be rectified immediately. 
New Member
Posts: 2
Registered: ‎10-23-2020

Re: Worst customer service I have ever experienced

Any luck with the BBB? I'm thinking of doing the same, so I'm very curious. 

Posts: 1,592
Topics: 77
Kudos: 264
Solutions: 73
Registered: ‎11-23-2018

Re: The worst customer experience I have ever experienced

Hello, blankcanvas, and welcome to our online community!

 

Thanks for posting on our forum regarding your refrigerator situation. It hurts me to hear about the experience you've had, as I know how crucial it is to have an appliance as important as a refrigerator working in your home. I apologize for the lack of support you received and the time and money lost on this ordeal.

 

While it's good to know that you finally received a functioning unit, we'd expect this process to go much smoother. I want to ensure you've received the help you were looking for with the grocery money reimbursement you mentioned.


If you're still in need of assistance, please send me a private message including your full name, email, and phone number. You can find the blue option to message me to the right of my name below.

 

Happy to help,

 

Allison|Social Media Specialist | Best Buy® Corporate
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