Delivery & Installation

[ruiting21]

order number {removed per forum guidelines} I bought a refrigerator, it came with a physical damage in front of the fridge. So I refused to accept the first time. After that, I reschedule to exchange a new one, guess what , they sent me the exactly same one as first one !! This unacceptable!

[geishafish]

Hi Ruiting21! Did you contact the store manager at the store that did the order? They should have ordered you a new one for the exchange but it seems that they didn't. The store would generally be the one to fix those type of orders. Corporate can usually help as well it can just take a bit longer.

[ruiting21]

When I first refused, the package was damaged, so the fridge had physical damage in front. And they took back and said I need to reschedule to exchange. However, when I reschedule again, they still send me the one as last time, and worse damage. What I don’t understand is there must be a reason I refuse and exchange, can’t believe they didn’t return to the warehouse.

[Mariah-BBY Social Media Specialist]

Greetings, ruiting21,

Noticing that the same damaged refrigerator may have been attempted to be delivered to you twice would also have me asking a few questions, too. Thank you for joining our community and for choosing Best Buy for your purchase. We’re happy to have you, but understand the circumstances that prompted your membership could've been better.

Did you reach out to your local Best Buy’s leadership team to see how they could assist you further as suggested by geishafish? If you didn’t and are still in need of assistance, can you please send us a private message with your full name, phone number and email address? A private message can be sent to us by choosing the blue “Private Message” button in my signature. We look forward to your reply to see how we may be able to assist further.

Respectfully,

[ruiting21]

Hi,
Thank you for reaching back to me, me and my husband already called to ask. Unfortunately, they can only delivery this Saturday. Because based on what they told us, they going to delivery from a different warehouse. so we got delayed more days. I don’t know who’s manage the delivery drivers, because it looks like they didn’t communicate or the drivers didn’t tell the manager when customer refused the damaged appliance. So the second drivers grab the same refrigerator that we refused at first time. This is kinda waste our times, because they can’t fix it when they made mistake or they can’t delivery the next day. We wanted to get fridge sooner, so I can start cooking at home sooner.
I just need someone to help us to double check the refrigerator has no damage before delivery? Because I do not want this happen again

[Mariah-BBY Social Media Specialist · Accepted solution]

Hello, ruiting21,

We do appreciate the update and are happy to hear that you were able to get on the delivery schedule. Do you mind sending us a private message with those requested details? We’d be happy to confirm some things on our end. Again, you can easily send me a private message using the blue “Private Message” button in my signature.

Kindly,