Dayle sent a message to Hubert Joly President and CEO, Best Buy – email address that said:
I am writing you in regards to an issue I experienced with Best Buy. I have never gone up the ladder to executive management as I am doing today but I have never had an experience like this before.
On 8/21/16 I purchased a stove and microwave from your Best Buy/Pacific Sales on Victory Blvd in Canoga Park California.
The following is what occurred;
I had my stove and microwave delivered on 8/24/16 at 3:45pm
They were removing my 1 piece stove microwave and started pulling it out. It pulled out the 2 front sides of my upper cabinet (see attached picture). This is after I had just spent a lot of money having my cabinets and walls repainted.
The delivery person immediately asked me what I wanted to do. I said since it was already broken just go ahead and finish and I will contact Best Buy to repair it.
He got very agitated and said he was leaving. He went on to say that if I reported this he would be made to pay for it and he would not do this so he is leaving.
At this time my new stove was outside on the sidewalk and my stove was pulled out from the wall into the kitchen.
As a result, I was coerced into agreeing to repair it myself. He then called customer service and told them what happened and that I agreed to pay for it.
Customer service then called me and I told them how I was threatened/coerced into agreeing. She started to ask me more questions and I explained that I was standing in the bathroom talking to her and they could hear me outside the door. She then said she would call me back which she never did.
They continued their removal of my stove/microwave and then realized they could have just taken off the front metal piece above the microwave and pushed down the inside upper piece to slide the whole unit right out (which they did at that time).
When they were done he hammered the wood back as best he could on both sides of the cabinet and said I could just paint and it would be fine.
However, after they left I tried to push it back into the wall more. I then had to put putty into holes that were left where he had broken wood pieces off.
I then painted it as best I could, but it is clearly a “makeshift” job which I had to do since they were installing the microwave the next day.
I then discovered that they had left several large metal pieces of my old stove sitting on my front porch (see attached pictures). I had to carry these heavy jagged metal pieces inside.
He later returned to pick up his drill that he had left at my house.
At that time, I asked him to take all the metal pieces he left behind; which he did.
I made a formal claim on 8/27/16 in the Best Buy store with Humberto the manger with Pacific Sales. They sent it to their claims/ Geek Squad. I did hear from Jess at Geek Squad at 4pm who said he would file the claim on my behalf and I should hear back within 24 hours. I never heard back so I called 8/28 at 11:41am and spoke with Yvette. She made me go over everything again and did not look at what had occurred in the system. She then said someone would get back to me.
On 9/7/16 at 9:03am I called and spoke with Connie at Sedrick (claims administrator) who said that the 3rd party/ Penridge did the installation and should have called me. She said she would escalate this up and call me back within 24 hours with an update.
I never heard from Connie so called again on 9/9/16 at 9:48am and left a message.
On 9/14/16 at 7:30pm Best Buy called to confirm a delivery for the next day. I explained I had no delivery scheduled but had a claim. She said she didn’t know anything; just that she was told to confirm the appointment. She said she would let them know and cancel it.
I immediately (7:44pm) called Geek Squad and spoke with Jackie who said she would take care of it and call me tomorrow.
On 9/15 at 8:40am I had a message on my home phone that the delivery service was in the area and would be there in 30 minutes (I was at work). I then got a call on my cell from Best Buy confirming the delivery. I explained the situation and he apologized and said he would cancel it.
The next day 9/16/16 I again called Jackie who apologized and gave me the name and number for Connie Stevens who is the Claim Insurance Adjuster.
I never heard anything until 9/21/16 I had a message on my home phone from David. I didn’t get the message until I got home in the evening.
He called again the next day (today) 9/22. I called him back and he asked me how much I want to repair the cabinet. I told him I hadn’t even looked into how much it would cost to redo the repair the correct way because I was still so upset about the treatment I received at the time of the event and the follow-up treatment trying to resolve this. He told me to call him tomorrow
I cannot believe that this is how Best Buy wants to hear their customers are being treated. It feels like I have been emotionally assaulted on several levels in addition to the actual damage to my cabinets.
Thank you for hearing me out.
Dayle
