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Posts: 1
Registered: ‎06-10-2019

Nightmare Customer Service Complaint

On 5/21, I ordered a fridge over the phone, not knowing how much dread it would bring. When I requested to add a haul-away service (should be $19.99 and no sales tax added according to local store Best Buy rep), the sales agent quoted me $30. When I asked him why I'm being charged a 50% sales tax when I shouldn't be charged any tax at all, he couldn't explain why so he decided to waive the fee and still provide the service.

On the morning of the delivery, the delivery guys were not aware of the haul-away service as it was not listed in their order form. They ended up taking away my old fridge when I explained the situation but they refused to provide me a receipt for the recycling of the old fridge (I needed the receipt for a rebate program).


Since the purchase date, two pending charges of $30.33 were posted on my bank account. I have already wasted plenty of time trying to reach customer service to resolve this issue, only to be told they have no idea why I'm being charged these amounts and I should call back when the charges go through, and then they will send me a reimbursement. I've contacted Best Buy on the phone a few times in the past week to fix a number of their mistakes. Each time I would spend about an hour on the phone, most of the calls ending in unsatisfactory results. For this reason, I was not thrilled to hear that I would have to call them back to get my money back after their charges go through.


I find it extremely frustrating and disturbing that the customer reps can't explain why certain charges are posted on orders and don't know how to fix them other than have the customers navigate through their aneurism inducing phone lines to request reimbursement. Now it's clear to me that the company is a scam and runs on utter chaos. I plan to take my business elsewhere as this experience has proven to me Best Buy is not a trustworthy company. 

Posts: 7,133
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Registered: ‎12-23-2016

Re: Nightmare Customer Service Complaint

Hello, yericarolkim,

Thanks so much for joining us at the Best Buy Community forums.  I’m sorry about the poor experience you had with your recent delivery.

As for the haul away receipt, that should have been included in your confirmation email. Hopefully that is sufficient for your rebate.

I’d be happy to look into those additional charges as well. Please go ahead and send me a private message by using the link in my signature below this post. I will need your name, email address, phone number, and order number to check that out.



Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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