Other Customer Service Support

[Pattyparrott89]

On Oct 31 we purchased a Samsung refrigerator. When delivered it had a damaged front door. The delivery guy told us to call Samsung it happened at the manufacturer. My family and I then got covid about 10 days later. I spent 6 weeks recovering from covid and 1 week was In The hospital. Because I was past my 15 days- 3 hours on hold after purchase corporate ttold me I needed to call Samsung. After 2 hours two different phone calls and calling corporate back- they sent someone from Samsung. They determined it was not Samsung’s fault and told me to call Best Buy. Again, I call Best Buy and was on hold for 3 hours. The corporate manager at Best Buy said, you are past your 15 days. I said we are in a pandemic and I have proof my family and I were sick-you are not giving customers grace during a pandemic. He said, I will mail you a $450 gift card for your trouble! I have yet to receive any gift card from corporate! Please look at your customer service policy- phone calls should NOT be directed to corporate!!! My refrigerator door did get replaced because I went in and talked to a manager where I purchased the item. She had my door fixed in two weeks, which is really the only thing I wanted. However, I think it’s important to understand, your customer time is just as valuable as management-over 8 hours on hold is ridiculous over several days. Promising a gift card-and not sending it-is done in poor taste! Not helping families during covid-shame on your corporate company.

[Meg-BBY Social Media Specialist]

Hey, Pattyparrott89,

Thank you for reaching out to us on the Best Buy Forums. First, I'm sorry to hear that your refrigerator arrived with a damaged door. That is certainly not the experience we want our customers to have when they purchase a new appliance! Additionally, I'm so sorry to hear that your family was struck with COVID-19. That is a long time to be sick and recovering, and I'm glad to hear that you are feeling better.

I'm also happy to hear that you were able to speak with a manager to get the door replaced, but we don't want you to be spending 8 hours on the phone to get this kind of resolution. That doesn't sound like the service that we strive for, and I apologize for any inconvenience as a result.

I'd like to take a closer look into this situation and see what I can do to help. So that I can get started, please send us a private message with your full name, email, and phone number.

Best,

[Pattyparrott89]

Can I respond to the email I received or what is the best way to private message you? Thank you,

[Meg-BBY Social Media Specialist]

There is a link in my signature below, however you can also send me a message with this link as well. 

Best,