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New Member
Posts: 2
Registered: ‎07-23-2019

Formal Complaint

Not sure how to file a formal compliant against Best Buy other than calling their customer support but my last wait time was over an hour so forget that. Anyway here it is, I purchased a new fridge from the Tualatin Oregon location about 2 weeks ago. I will admit the first fridge we ordered was too big so we had to return it for a smaller one. The smaller one we picked out was awesome, it fit great BUT it was super defective. The ice maker totally failed and burned up. It produced a terrible burnt electical smell and forced us to unplug the fridge and transfer all of our food to cnouter oolers. I immediatedly contacted best buy geek squad support as we purchased the protection plan. They immediately refered us to whirlpool where I basically just got the run around. Whirlpool was no help at all. They kept transfering me to their "safety department" where they kept hanging up on me. Killed about an hour and a half with that non-sense. I eventually just gave up and drove down the Best Buy store since it was under the 15 day return period. I told them exactly what happened and the applicance rep was super helpful and helped me schedule a return on the fridge and hooked us up with a better fridge, a Samsung. This is where things get really messed up. I picked out a delivery date for the new fridge to be dropped off and the old one to be taken back. I was about to leave on vacation to Europe so I had to hire someone to be at my house to recieve the new fridge. I received an email confimation of the delivery and a voicemail. Mind you the time difference in Europe is 9 hours so coordinating with the person receiving the fridge was tricky. I had them wait at my house during the scheduled delivery window. The fridge never showed up...wasn't even on the truck to begin with. I immediately called the Tualatin store to ask them where it was and they said Samsung didn't even send it to their warehouse up in Seattle. I remained calm and just politely asked for another delivery time which they scheduled for Monday July 22nd. I had to hire another person to wait at my house during the scheduled delivery window. The fridge showed up as scheduled but it was DAMAGED! The delivery crew said to not accept it so the person receiving the fridge rejected it. He immediately called me and let me know that the fridge was rejected due to it being damaged. I got a call from Best Buy earlier today saying someone would reach out to me to get this mess figured out. Hasn't happened yet. As of right now I am still on vacation in Europe debating if it's worth it to even give Best Buy the benefit of the doubt. Should I just get my money back? Best Buy keeps screwing me and I still need to hire someone to be at my house yet agian if they decide they want to rescedule my delivery with a new Samsung firdge that ISN'T DAMAGED. Third times the charm???

Posts: 6,972
Topics: 140
Kudos: 416
Solutions: 321
Registered: ‎11-30-2015

Re: Formal Complaint

Good Afternoon, mkjo111,

 

Thank you for sharing your experience with us while you’re out of the country and for posting to our community. I can only imagine how it might not be as relaxing as it should be to coordinate a delivery while on vacation. We sincerely appreciated your patience as you had waited for a reply.

 

Can you please confirm if you’re still in need of assistance? We’d be happy to see how we might be able to assist. I look forward to your reply.

 

Respectfully,  

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎07-23-2019

Re: Formal Complaint

The Samsung replacement fridge was delivered yesterday. It was undamaged and in perfect working order. The delivery crew did an awesome job but this entire process was a giant mess. It took Best Buy 4 days to contact me about getting the Samsung fridge replacement when they specifically told me someone would contact me NEXT DAY! I used to love best buy until now. You guys have awesome products and competitive prices but the customer support process is terrible. Sorry to say but this is my last best buy purchase 😂😂 😂. Issue resolved.
Highlighted
Posts: 6,972
Topics: 140
Kudos: 416
Solutions: 321
Registered: ‎11-30-2015

Re: Formal Complaint

Hello, mkjo111,

 

I’m so happy to hear that you have a working refrigerator! I understand how exciting and relieving that might be for you. Can you please send me a private message with your full name, phone number and email address? A private message can be sent my way by selecting the blue “Private Message” button in my signature. Once I have those details, I’ll be able to review your full experience and document it here at our Best Buy Corporate Campus.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!