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Posts: 1
Registered: ‎12-08-2020

complaint Claim # {removed per forum guidelines}

[ Edited ]

My wife and I recently purchased a stove from Best Buy. It was initially installed on 09-02-20.  When the installation was completed the oven was plugged in and a breaker was tripped.

He tried it a 2nd time and the same thing happened. The resulting installation also caused damage to the cord that we had just purchased which was not told to us. 

The technician who did the installation assumed that it was probably something wrong with out outlet. He noted on our delivery sheet that it was "BORN"   We also noticed that there was a set of written instructions on the same sheet with directions on how to install to the cord.


 we called an electrician and he tested our outlet and he said it was fine. He was the one who noted that the cord was damaged. He also recommended that we replace the receptacle just to be on the safe sign. (300.00) approximately. We were going to try to get someone to come out to check the stove but since this stove was just purchase Best Buy could not assist us. The only option we had was to replace the stove.  We were told that it would take one week for a new stove.


We took the cord to Best Buy they verified that it was damaged and they replaced that for us at no charge.


Later that week we received emails informing us that the delivery would be on the 9th we also received email notifications saying that the installation would take place on the 7th We went over to the store. to try to get this straightened out. He told us to disregard the installation email for the 7th He also mentioned to us that Best Buy had a customer Care Service that would provide us proper compensation. 


We continued to receive emails regarding the 7th and even had a call that the technician was going to be there in 30 minutes. After talking to the technician it was determined by Best Buy that this installation should be cancelled and that we should wait until the 9th. 


The new stave came on time The Technician took a look at the stove and immediately asked us who installed the stove the first time. I told him that Best Buy did. The technician also told us that there was set of instructions written on the back of He told us that it was done wrong. He replaced and installed the new stove and it worked fine.


When I called Best Buy I was placed on hold and transferred several times. I even tried chatting to someone and they said they kept transferring me. I finally got someone to review my account and they told me the best they could do was a gift card.


We were without a stove for one week. we had to call an electrician to come out and replace a receptacle. I spent several hours on the phone Best Buy and Samsung all because the technician installed the stove incorrectly. 


We did not hear back from Best Buy for over two months. I went and chatted online and they said they did not see any record for reimbursement. They told me to call the toll free # the results were the same they wanted us to call the corporate office. They also gave us an email address which we sent out an email on November 29th. 


We are out $ 300.00 for the electrician. Since we did not have a stove we could not cook any meals. We had to rely on microwaved food and occasionally take out. 


Best Buy does have some of the best financing programs 18 months 0 interest but the installation as well as customer service is less than desired. This should have been resolved months ago. 

Posts: 1,007
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Registered: ‎07-23-2018

Re: complaint Claim # {removed per forum guidelines}

Hello, loukianos,


Thank you for visiting our online community. We enjoy hearing from our customers, however the experience you’ve shared isn’t a reflection of what we would have expected. A new stove is something we always recommend professional installation for, which is a service our teams are certified to provide. While it is a relief to know the replacement was successfully installed, it sounds like there was some confusion regarding the scheduling. We would love the opportunity to learn more about your experience, and offer any additional support you may need.


So we may be permitted access to you order history, we will first need to verify your full name, email address, and telephone number. For your security, please send those details in a Private Message. To get started, simply select the darker blue icon, which is located across from my signature.



Sarah|Social Media Specialist | Best Buy® Corporate
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