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Posts: 1
Registered: ‎10-17-2018

Overall Bad Experience


I recently called the rewards helpline when I notice that I did not receive points for a $3000 refrigerator that I purchased. The phone representative told me that I would not receive points because the fridge was purchased via financing. I was told specifically by the ‘Specialist’ at the store that I would get rewards regardless of which option of payment I choose, even the special financing. So, I am very disappointed that did not receive rewards as I could have made this purchase elsewhere for cheaper. On top of that, the professional installation team forgot to tighten a screw on one of the doors, which has now caused damage to the unit and two of the shelves are sagging with barely any weight. So, now I am aggravated by being given false information and having a poor installation experience which is now forcing me to spend a Saturday afternoon with Geek Squad. I am sure that the appointment will not be the last based on what necessary repairs are required. I would appreciate a reply and my rewards being applied to my account.

Update: the phone representative provided me with an email that does not exist evidently of I originally sent this communication to that email on 8/29/18 and received a reject email in my junk mail that I did not come across until 9/26.

10/1 update: Additionally, my fridge now needs to be replaced because the one delivered has a bent ‘chassis’.

10/8 New update: my delivery of the replacement refrigerator was set for 12-6pm on 10/5. Window shortened to 2-4pm, then changed to 430-530pm, then. 615-715, then after 8pm, then canceled at 830. I got a call the evening of 10/8 that my appointment would be 10/9 between 9-11am. That was set with no conversation with me and that tone would not work for me. I had to wait on hold for 20 minutes last night to update my appointment to a time that works, but will ultimately require me to take time from work.

Poor experience all the way around and will probably look at another option for the matching stove, dishwasher, microwave and range hood.

Update: fridge has been replaced, but I had to tell the installers how to reinstall doors that the took off of the unit. They were moving too quickly and didn’t remember what they did to remove them.
Posts: 2,277
Topics: 93
Kudos: 277
Solutions: 107
Registered: ‎10-19-2017

Re: Overall Bad Experience

Hello ShaunDex,


I appreciate you taking the time to reach out to us on the Best Buy forum to tell us about your recent experience when purchasing a new fridge with the financing option. It sounds like it hasn’t gone as smoothly as we would like, so I would be happy to speak to you further about the situation.


In terms of My Best Buy points, as you mentioned that you bought the fridge with the financing option, as you can see from the informational page on here, customers have the choice of receiving 5% back in rewards or flexible financing. Due to this, Best Buy would not be able to provide points for a purchase when a customer has chosen the financing option. All that being said, while a purchase doesn’t qualify for points when selecting promotional financing, it should still count towards reaching Elite and Elite Plus status. While I understand this isn’t the answer you were hoping to hear, I’m glad to be able to clarify.


In terms of your concerns about service from phone agents, I would advise that there is not currently a customer service email for general inquiries. I’m disheartened if there was any confusion when you were speaking to a phone representative. That being said, customers do have access to customer support over the phone at 1-888-BEST BUY (1-888-237-8289). We on the Best Buy forum are also happy to help with questions here.  


Best Buy strives to provide excellent service and it sounds like your situation fell short in many regards. With that in mind, I will gladly record your feedback here at the Corporate Office so it can be available for internal reference and review. Customer feedback can be used to influence training and coaching opportunities going forward as Best Buy believes we should always work toward improving overall customer experiences. So I can do this, please send your full name, phone number, email address, and any order numbers you may have available for delivery or repair. To keep your information secure, send those details in a private message by selecting the blue “private message” button in my signature.


Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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