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New Member
Posts: 2
Registered: ‎10-30-2019

Terrible experience with delivery and installation

We ordered a new fridge on October 6 (unfortunately our current fridge broke) and were told that if we wanted it delivered, the date would be October 25th. This was a long wait, but somewhat understable. We told Best Buy that we did not have a pre-existing water line, and they told us that we could schedule to have one put in on October 26th (we were charged $134.44 for the installation and $29.99 for the water line kit). We were also charged 19.99 to have our old fridge 'hauled away'. We live in a condo, and our kitchen is on the second floor. We have had issues with furniture deliveries in the past, so we asked the salesperson if this would be an issue. We were told that Best Buy would deliver an appliance up to 3 flights of stairs. 

 

Fast forward to October 25th (which was a Friday, so I had to take the day off from work). The delivery truck arrives, and I can see the two delivery men in my driveway shaking their heads and looking up at our house. I let them inside and they immediately told me that they were going to have an issue getting the fridge up the stairs -- the fridge wasn't even off the truck yet! They told me that they would need more men to help, and that if I paid them to come back over the weekend, that they would do that for me. This was upsetting, as I felt that they were just trying to scam us for more money. I asked them to take the fridge off their truck, and to see if they could get it in the house, and up the stairs. Ultimately, they took the fridge off the truck, and left it in the box in my garage. They never once tried to even bring it in my front door, never mind bring it up the stairs. They called the office -- and the woman on the phone at Best Buy told me that I "should buy a smaller fridge". (Keep in mind, the broken fridge that we are getting rid of is BIGGER than the new fridge that we ordered. And the fridge was obviously brought into our house at one point). 

 

The delivery team leaves, without bringing up and installing my new fridge, and without hauling away the old fridge. To say I was upset, would be an understatement. We were now heading into week four of not having a working refrigerator in our house. 

 

Since they did not bring the new fridge in, when the plumber arrived to hook up the water line -- there was not fridge for him to connect it to. 

 

We had to have our friends and family come over to bring up the new fridge, and to bring down the old one. They were able to do this, even though the delivery team told me it could not be done. I had to go to home depot and rent an appliance dolly and purchase straps, a moving blanket etc. to have this done as well. 

 

Our old fridge is still sitting in my garage, making it so that we cannot park a car in there. Since we live in a condo, we have one garage spot, and one parking spot. That leaves us with one of us having to park our car down the street in a parking lot. 

 

I have called Best Buy several times about this issue, and have not had any luck getting this resolved. 

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Posts: 351
Topics: 8
Kudos: 62
Solutions: 18
Registered: ‎11-23-2018

Re: Terrible experience with delivery and installation

Srdaly,

 

We appreciate that you took the time to join our community here. Welcome to the Best Buy Forums! Please feel free to take some time to explore this awesome platform.

 

Having issues with an appliance delivery is certainly never ideal, so I would b seeking some support here as well. For instances such as this, we have a dedicated Geek Squad Client Care team in place. This team specializes in instances such as this, and they are equipped with all of the tools necessary to assist here. Please call (800) 304-1259 anytime from 8 a.m. to 11 p.m. CT, seven days a week to get this sorted out.

 

Regards,

Quinton|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-30-2019

Re: Terrible experience with delivery and installation

I have called several times since last Friday, and have not received any help. Looks like I will be contacting management at this point.