I recently ordered a new refrigerator on 2/21/22. At the store I initially went to, the sales guy helped me find some fridge options that would fit the measurements in my kitchen. He gave me his email to reach out to him the next day to place an order so I could go home and double check measurements. I emailed him two days later and never heard back. The next week I went into the Collegeville PA store to order the fridge. I waited over an hour for assistance ( which I understand help is hard to come by these days) and someone assisted me who didn't have that much experience with fridges. They told me that they could install the water line and sold me the total tech package which should cover the water line minus supplies and the warranty. Once the order was complete, I was supposed to have the fridge delivered the next week. The next week the delivery guys came and as soon as they came into my house they started measuring my entry way and the stairway and said they couldn't get my fridge in the house. This is after I have cleaned out my entire fridge while taking care of my two month old baby. The delivery guys who refused to try to get the fridge into my house then put me on the phone with customer service and she was really helpful. She offered to refund me or to have another team come out to attempt delivery who would be more willing. I wanted them to send the other people out so we had to reschedule for a few days later. The two new delivery guys- I think their names were Abraham and Luis, they were awesome. They took my 20 year old fridge that still worked out and replaced it with a whirlpool side by side. It's not the fridge I really wanted but due to dimensions, it will do the job. Three weeks after my fridge was delivered, I noticed my drinks weren't as cold. My baby's formula was also compromised and he and I had both gotten sick earlier in the week. I put two thermometers in the fridge and it's only measuring at 57 degrees. I sent a message via chat and they offered to replace the fridge. Considering the debacle it was to find people to deliver it, I asked if it could be fixed. They said that this fridge doesn't fall under geek squad but tried to accomodate me and had me scheduled for service on 4/2 a week and a half away. Then I thought better of it, and since now I need to figure out what to do for my baby and his milk most importantly in the interim, I am not paying $1700 for a broken fridge. I then asked to exchange it. Well, they don't have this fridge in stock anymore so I was told that I would have to find something else and pay the difference. I found one that is similar in measurements but cheaper... which also makes me worry about the quality and they told me that couldn't be delivered until 4/6. Now we are two weeks away from having a functioning fridge, have to throw all my food out and figure out how to handle my newborns formula that needs to be refrigerated in the meantime. Once I finally decide on a fridge they send me back to the representative that does exchanges and she tells me that my exchange time frame is up, I only had 15 days not 60 which doesn't make sense because three other representatives gave me the exchange as an option. By then, I was fed up and demanded she put a supervisor on the phone. She didn't but said that her supervisor overrode the exchange. Im not sure what they had to override because I thought the totaltech package gets you a 60 day extension on exchanges. So I ordered the new fridge and now they cannot guarantee that I will get the delivery guys who did the prior delivery. So there is a good chance that the delivery guys will come and say they won't attempt even though the measurements are all smaller than the route to get into the kitchen and there's a good chance we will need to reschedule with the two guys who were the only outstanding people in this entire process. I am so disappointed in the lack of validation in not having a refrigerator while careing for a newborn, nothing was offered for the inconvenience or for the fact that I had to throw out all my food and breast milk. Like even let me borrow a mini fridge for crying out loud, nothing was offered. SO here now I am at your mercy waiting for this new fridge and hope that it doesn't stop working in three weeks and your people tell me again that I can't exchange it or I need to wait weeks for a repair. If it was just me here I wouldn't be so concerned but because I am taking care of a newborn the incompetence is unacceptable to me in how this was handled all the way around. You can do better- it wasn't any one person necessarily but lack of communication, being handed off 5 times and having to explain everything 5 times... I will never buy another thing from here again. I will be back next week to complain again if they send people out who aren't willing to bring the fridge into my house. I asked for corporates number and they just keep giving me the number to geek squad. Totally unacceptable.
AaronG-BBY
