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New Member
Posts: 2
Registered: ‎01-14-2022

Formal Complaint - Two months waiting for broken refrigerator and unhelpful customer service

We ordered a refrigerator from Best Buy on 11/8/2021. We knew then that it was going to be delivered on 1/8/2022 and accepted that to get the model and color we wanted. 
 
On 1/8/2022, we got a call that the delivery truck was coming. We took all the food out of our current fridge and moved furniture around so that it could be installed. When they took it off the delivery truck and took the wrapping off of it, we could see there was something wrong with the freezer door. It didn't look like it was closing correctly or sealing correctly and the plastic bottom under the freezer door was twisted. Even the delivery person said he would not accept a fridge in that condition. He called someone and the lady on the phone was a bit rude. She told us they didn't have more in stock and it would be 10-12 weeks before we could get another one. To appease us for our inconvenience, she offered a $100 gift card. She said I would get a call in 24 hours to go over my options. No one called. I did get an email on 1/9/2022 to reschedule delivery. So I assumed they had found the same model fridge and color in stock. I scheduled the delivery for today, 1/14/2022.
 
I received a call around 9am that the delivery truck would be here in 20 minutes. So again, we took the food out of our fridge and moved furniture around. But then received a call several minutes later that they were not coming. The driver said the refrigerator freezer door was visibly broken. I assume they were trying to deliver the same one from 1/8/2022. I called Best Buy customer service and was told again that I would be getting a call in 24 hours.  This customer service is just unhelpful. I asked them if there was someone that could actually help me, I was put on hold and eventually hung up on. I called again. They keep telling me I need to wait to receive a call tomorrow. When I said "I've been waiting for over two months and last time I was told that someone was going to call me they never did", they told me I should call back tomorrow if I don't receive a call. 
 
I've tried to see if I could get any better customer service from the customer service chat on the Best Buy web page and it wasn't really any more useful. They told me to call customer service. They said I wouldn't have to wait 24 hours. I called customer service and they told me I need to wait 24 hours. 
 
The in-store sales people that we dealt with when looking at refrigerators have been pleasant and helpful. Even the delivery people have been pleasant and helpful. But the customer service representatives I've been dealing with have not been of any help at all and the first one we dealt with was not pleasant either but at least she gave us the $100 gift card (that we have not received yet). I have been very disappointed with the customer service and this whole experience. 
 
And the very last person I talked to was the most rude of them all. I asked to talk to her supervisor and she said she had no supervisor. She basically was talking over me and wanted to get me off the phone. 
Posts: 138
Topics: 1
Kudos: 22
Solutions: 7
Registered: ‎11-08-2021

Re: Formal Complaint - Two months waiting for broken refrigerator and unhelpful customer service

Hello, matoro, and welcome to our online community!

 

Thank you for posting on our forums regarding your experience. Not having a good experience while trying to resolve a delivery would be frustrating, and I can understand wanting this addressed. I'd like the chance to follow up on this and assist. To ensure we investigate all our available options to assist you. I will need to verify some information, could you please send me a private message that includes your:

 

Full name

Email address

Phone number

Customer Service Pin (located bottom of receipt) or Order Number

 

I'll keep an eye out for your message.

 

Best,

 

Rich|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎01-14-2022

Re: Formal Complaint - Two months waiting for broken refrigerator and unhelpful customer service

The customer service on this forum is no better. Rather than telling me to wait until tomorrow for a call, they tell me to wait until Monday after they “expedited” the issue.