07-08-2019 06:27 PM
I ordered an A/C unit from BestBuy.com which was delivered damaged. A customer service specialist on the phone helped me with a replacement order, which was then delayed, and finally showed up today - DAMAGED. Not only is the replacement damaged, it was clearly opened before as the packaging is torn and missing the bottom support, the reinforced plastic banding, AND THE ITEM WAS PLACED IN THE BOX UPSIDE DOWN.
Customer support on the phone simply told me that I have to wait for UPS to come pick up the damaged item and my money would be refunded withing a BILLING CYCLE. In the meantime I'm currently out the $500, out the almost $100 in rescheduling fees for the installation company I hired, and STILL HAVE NO A/C.
If this is really the best customer support that can be offered then it's obviously time for me to shop elsewhere. This is disgraceful.
07-08-2019 07:01 PM
Hey there, djhaines2,
Welcome to our Best Buy forum community! While I wish you had discovered our support under happier circumstances, I'm glad you took the time to share this experience with us.
Heading into summer without an air conditioner doesn't sound fun, but I can imagine it would be especially difficult if the unit you ordered to keep you cool arrived damaged.
That is far from the online shopping experience we intended. It saddens me that our second attempt to makes things right wielded the same result. It's important to us that products arrive in working condition, so we'll have to dig deeper into how this product is being shipped to provide different results going forward.
Although we can't go back in time to change what happened, I hope to provide you a smoother time going forward.
Have you been sent an email with a return shipping label to print out? If not, you can use the "Private Message" option in my signature to provide your full name, phone number, and email so I can get that created for you.
That said, if shipping the air conditioner back for a return sounds like it will take too long, you can also bring the unit into a local store to have them process a return or exchange within the Return & Exchange Promise.
07-08-2019 07:55 PM
I have not been sent an email with a shipping label.
I have already lost money on this attempted purchase and will not spend more to get a car and return the item myself, this is ludicrous that I have lost money already on what should have been a simple transaction.
The damage of the first unit may have been due to shipping error, that is unclear. However, the unit that was sent as a replacement was clearly a previously opened box that had been re-packaged - improperly, no less - and sent without regard for the fact that I paid for a new unit that would ostensibly be free from defect. To be charged full price for an open box that is damaged is ridiculous enough, but to have it sent as replacement for another damaged unit is just insulting. This level of service shows a blatant disregard for customer satisfaction and a clear lack of care.
If this is the level of service that can be expected then clearly people should take their business elsewhere.
07-09-2019 08:38 AM
That's completely understandable. I just wanted to put the return to store option out there in in case you needed the refund processed right away. However, if shipping the air conditioner back to our return center is the better option for you, I'd be happy to get that process started.
Can you please use the "Private Message" option on the lower right-hand corner of my signature to send over your full name, phone number, and email? That will allow me to assist with getting a return shipping label created for you.
I know how upset I would be if I paid for a new air conditioner, only to have one that appeared to have been used arrive in its place. I'm confused as to how that could have happened, but it would be my pleasure to investigate those concerns further.
I look forward to your private message so I can better assist with this order.