Delivery & Installation

[Carptown_Bandit]

My wife and I spent over $2000 on a brand new refrigerator with you guys in your Appleton, WI location. We also signed up for a Best Buy credit card, and immediately paid it off. The salesman told it would be 2 months before we could get the fridge delivered, but he did say to keep checking online, and if it becomes available sooner, call the customer service number that he provided, and simply get the date changed.

My wife looked it up, and saw that it is now available for delivery. I called the number, and I was told I would get a call back within 48 hours to reschedule. I never got that call. Then my wife calls, and was told that they were having system issues, and to call back. We have now called, 5 times I think, for I believe a total of almost 4 hours. It’s like every time we call, there’s something else.

I’m ready to cut up that card, and cancel my order. This is horrible customer service. How hard can this be? If you can’t help me, get me to someone who can. What was a fairly pleasant experience (aside from the 2 month wait), has turned into me really doubting this companies ability to satisfy a customer.

[Scott-BBY Social Media Specialist]

Welcome to our community, Carptown_Bandit,

Thank you for reaching out to us. A new fridge would be a great way to increase your storage space while improving the quality of life in your home, and I’m sad to hear that there may have been issues when you had attempted to reschedule the delivery. We understand how important it can be to make arrangements for a new appliance to be delivered, and I’d be happy to take a deeper look into the situation. To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.

[Carptown_Bandit]

An update on our situation.....this issue is not yet resolved, and likely won’t be. The customer service in the store was awesome, but once you walk out those doors, trying to get help is impossible. You’re told not to contact the store, and to call the broader company’s customer service, which is horrid. When we made our purchase, the salesman was more than happy to just put order under our daughters name, who already had a rewards account, so we were just gonna let her get the rewards pints after a major purpose. After multiple phone calls (where no one cared about her involvement then) and what probably comes to a few hours on the phone where we were told we would receive return calls that we never did, finally a social media post pointed us here. So now I need to create another account to get help. I do, but now I’m told that my daughter needs to create an account to give her consent. I get why this is would be needed, but I’m not troubling other people with this, and we will just leave everything as is. Plus, why did other parts of the company to seem to care about this? I’m not happy, and will not recommend making major purchases with this company to anyone. There are plenty other places that would be easier to work with, that would be happy to take my money.