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Posts: 2
Registered: ‎07-03-2019

Ruined Experience!!

[ Edited ]

To Whom It May Concern:


On June 2, 2019, I bought a KitchenAid refrigerator (Model # KRFC302ESS). I made this purchase from Best Buy Store 1773 at 5299 ELDORADO PKWY FRISCO, TX 75033. I scheduled the delivery date for June 29, 2019, on the Best Buy website.


Unfortunately, the service was inadequate as the delivery date for the refrigerator kept changing without giving me proper notice. The first time it was changed was on June 27th – two days before scheduled delivery date. I called the Appliance Manager at the Best Buy store to change the incorrect delivery address noted on my Best Buy account online. During this call, the Appliance Manager informed me that the refrigerator did not get delivered to the warehouse which will change the delivery date from June 29th to July 2nd. The manager told me that I would have received a phone call later that day to inform me of the situation. I did not receive such phone call. While the delivery date change was inconvenient, I complied with the three-day delay.


On July 1, 2019 at 4:30pm, the day before the rescheduled delivery date, I received an automated text message (see below content) and email regarding my order:


Text Message: Appointment is 7/11/2019 est. arrival 7:00 am – 1:00pm for order {removed per forum guidelines}. to reschedule.


This automatic change of delivery date at the very last minute without providing me proper notice and explanation is an issue and it is unacceptable. I had already paid for this refrigerator and having delivery extended for another 10 days is unacceptable. My family and I are having to keep a cooler at the house and eat meals outside the home because the refrigerator has not been delivered. I called and explained the issue with the Appliance Manager. The manager looked into the situation and informed me that Best Buy does not have the refrigerator we bought in stock. This is the reason for the continued delays in delivery. Had I known that the item I selected was not in stock at the time of purchase and that there would be potential delays in delivery, I would have not purchased this item at Best Buy.


The Appliance Manager attempted to provide a solution by telling me I could buy another comparable refrigerator. Unfortunately, this was not an acceptable solution and so I asked to cancel the refrigerator order. After some hesitation from the manager to cancel the order, the manager called me to tell me that my order was canceled and I would get refunded the price I paid for the refrigerator minus the additional incentives I was given at the time of purchase valued at $65.28 or I could return the gift card I was given at the time of purchase valued at $100.


I am very displeased with this experience. I should have been made aware that the refrigerator was not in stock and that there could be delays in delivery. I had no choice but cancel the order and look last minute for another store where the item is in stock and can fulfill a timely delivery.


To resolve the problem, I would appreciate fair compensation for the inconvenience. I believe fair compensation is $1,500 in cash or check, calculated as $150 per day to cover cost of meals for 10 days from original delivery date of June 29 to July 8th scheduled delivery date from another retailer. I would also appreciate if you would allow me to keep the $100 gift card the Appliance Manager is requesting I return.


I believe the problem lies with the company as it failed to tell me that the product was not in stock.


I look forward to your reply and a resolution to this problem.



M. A.

Member ID: {removed per forum guidelines}



Valued Contributor
Posts: 1,390
Registered: ‎02-07-2011

Re: Ruined Experience!!

Best Buy doesnt provide compensation from what I've seen.

If we were to fantasize that they did I'm guessing that it would only be for meals for the original purchaser not his or hers entire family.

Keeping the gift card sounds like a pretty reasonable request thou.
Posts: 12,009
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Registered: ‎01-03-2013

Re: Ruined Experience!!

Good afternoon, M.A., and welcome! 

Thank you for registering with the forum. I apologize for the delay in this response as we work through higher than normal volume. Purchasing a new refrigerator would be incredibly exciting. If I were purchasing one, I could only imagine how many baked goods I could fit in it!


With that said, I know how busy life can be making it incredibly important that these service appointments are met, and I apologize if we had to reschedule your appointment on multiple occasions. Upon looking into the availability of this refrigerator, it does appear to be a special order appliance, as well as currently unavailable. While I realize this information may be too little, too late, I hope it provides further clarity into your experience. I am sorry if it wasn't presented to you sooner so you could plan around this or select another unit.


Under our Return & Exchange Promise, if only part of a bundle is returned, or an item is returned without the promotional discount item, you would still receive a refund minus the value of the discount or freebie. This would explain why you would have been required to return the $100 gift card or receive the deduction from your refund. 


I know this was far from the experience you expected from us, as it was also far from the experience we strive to provide. We greatly appreciate you taking the time to share this feedback with us. If you should need any further assistance, please don't hesitate to reach out. 


Tasha|Social Media Specialist | Best Buy® Corporate
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