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New Member
Posts: 2
Registered: ‎09-09-2022

Worst customer service experience ever

I am extremely unhappy and disappointed with my best buy service. I purchased a refrigerator from best buy on May 15th. Upon delivery of the refrigerator the delivery driver noticed a great deal of damage to the front of the refrigerator and also that their was something wrong with the seal. He had best buy give me a call and I was advised that I would have to return to the best buy store where I purchased the refrigerator to pick out another refrigerator. Well due to my busy work schedule and the best buy being 45 minutes to an hour (on a good day) from my house, this was not something that could be done right away. Well 2 months went by and the refrigerator at home had finally given up on me so it was necessary to purchase a new refrigerator now. So  I left work early and made my journey to best buy and found a brand new Cafe' refrigerator and I purchased it utilizing the credit from the undeliverable refrigerator and just paid the difference and I was told it could be delivered on August 13th and that is when the nightmare began. The delivery drivers showed up and they looked at the old refrigerator that I had because I paid for haul away service. They then stated that if they had to remove the doors off the refrigerator to get it through the door then they were not able to put them back on which is something that I have never heard of in my life. They then went outside to the new refrigerator took it off the truck and proceeded to tell me that something was wrong with the seal and the middle drawer and that I should send it back. I checked the doors and the drawers and appeared just fine so I told them that I would still like the refrigerator. They seemed disappointed and I went back into the house. They then brought the refrigerator in and I noticed they had taken all of the doors and drawers off the refrigerator. They then proceeded to put it in the kitchen and sit the doors on the floor. They then told me that they could not install my waterline even though I paid for the waterline to be installed. They again stated that they could not put the drawer on the refrigerator because it was missing a part which does not make since considering that it was completely fine before they took the doors and drawers off. The drivers then called best buy customer service (cs) and stated that I needed a new refrigerator because something was wrong with the seal and the drawer. CS stated that before they could send out a new refrigerator that would have to send out a technician and they would give me a call to set up an appointment. The drivers then left my home with the drawers and doors on the floor. I was more than appalled. CS then called me and told me the earliest that they could send a technician out was August 21st. I explained that it would be difficult to go a week without a refrigerator because the compressor in my old refrigerator was going out. I was told that unfortunately that was the earliest that someone could come out. A week goes by and the technician comes and he is needless to say, shocked that they left the doors and drawers in the middle of my kitchen floor. After findling with the refrigerator for about 30 minutes, he stated that he could not put them on because a piece was missing and recommended a new refrigerator. I contacted Besy buy CS again and I was told that they would send me a new refrigerator on August 24th. On August 24th, once again delivery drivers showed up with a new refrigerator and upon arrival and removal from the truck, the delivery drivers called me and told me that something was wrong with seal and they were taking it back and recommending a new refrigerator. I reached out to CS and told them that I was having major surgery on the 26th and will have limited mobility so I could not afford to go any longer without a refrigerator. I was told that something may have been wrong with the latest batch of refrigerators and they would send me a new one out on August 29th. On August 29th, the delivery drivers showed up and stated that they were outside. With limited mobility I opened the front door. They called me back 10 minutes later and sad that the front gate was locked so I let them know that I would be right down to open it. I sent my mom, who was at my house to help me during my recovery, to unlock the gate. She immediately went outside to open the gate. When she opened the gate the driver told her that she took too long and that they had to leave. 

Social Media Specialist
Posts: 98
Registered: ‎12-29-2021

Re: Worst customer service experience ever

Hello,

 

Thank you for reaching out to us and joining us on the Best Buy Forums. How are you doing today? I hope you are recovering from surgery well. This is not the type of delivery experience we want for our customers. I would love to look more into your order and see what I can do to help you today. Can you please send me a private message with your name, phone number, and email? 

 

I look forward to hearing from you today. 

Bryant|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎09-09-2022

Re: Worst customer service experience ever

So update from my previous post. I received a message from someone at Best Buy and initially appeared to want to rectify the situation. Well I was wrong because they did nothing. There was no attempt to resolve the situation or compensate me for my inconvenience and loses that were a result of this unfortunate event. Luckily the Better Business Bureau reached out to me and agreed that what I went through was beyond inappropriate and recommended that I reach out to the MN Attorney General to rectify the situation and gave me all the information I needed to move forward; so that will be my next steps. For anyone who reads this in the Chicagoland area, please be mindful when dealing with best buy delivery for your appliances. If you have stairs you will more that likely go through the same headache that I did and Best Buy will make no effort to make amends.

Social Media Specialist
Posts: 98
Registered: ‎12-29-2021

Re: Worst customer service experience ever

Hey, crich1015. 

 

Thank you for reaching back out to us on the Best Buy Forums. I was working with you on this issue, and I did send you a private message about this on Sept. 18 but you haven't responded to that private message. I still willing to help you with getting this issue resolved. I would just need for you to reply to the private message I sent to you. 

 

Thank you. 

Bryant|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!