Jacqueline sent a message to Hubert Joly President and CEO, Best Buy – email address that said:
Appliance purchase and installation nightmare
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11m ago
On August 25, 2016, best buy installation crew came to deliver and install a gas range purchased from the warehouse sale. The range has a very small dent on the side at the time of purchase, however, when the item arrived the range looked like it had literally been dropped from the top of a building. There was significant damage on every side of the range and the bottom of the unit was partially collapsed. I contacted Best Buy and after several attempts to get the matter resolved on the phone, I eventually spoke with the store manager later that evening who advised me I would have my refrigerator and gas range delivered today, 8/29/16. The refrigerator which was scheduled for delivery on 8/25/16 never arrived. I was initially advised the appliance was on the truck, then I was told the delivery was cancelled and no one could tell me who cancelled the delivery. I didn't. Finally I was told the "computer system" cancelled the delivery. So I don't know which one of the stories to believe.
Today is Monday, August 29, 2016. The delivery/installation crew arrived with a new range in the box. they removed my old range and hooked up the new range. My home immediately filled up with the smell of gas. The installer advised my husband and I, two of the ranges were leaking gas and the appliance would have to be returned since it was defective. I called the timonium Best Buy where the appliance purchases were made and requested to speak with the manager. Gavin, the associate who answered the phone advised me the store manager was busy and could not come to the phone, Gavin said the store manager, told him that I should call someone to have the old gas range reconnected. The installer who came to do the connection refused to hook up the old range because it would be a liability issue and it was against company policy to do so. The old range was already on the truck to be removed. I refused to take responsibility of hooking up the old range and both the old and new range were taken away by the installer. I CURRENTLY HAVE NO STOVE IN MY HOME TO PREPARE MEALS.
Within the last hour, the refrigerator arrived with scratch and dents on all sides. The nickle is rubbed off on one part in the front. I called Best Buy and I am still waiting on a call back. I have contacted the store, the geek squad and even the credit department and all I am being told is a manager would call me back within a few minutes or either I would get hung up on. Today I have made at least 10 calls to best buy asking for a manager and I have yet to speak with someone to resolve this issue. This is by far the absolutely worst buying experience I have had in my life. The agents are rude and unprofessional. Last Thursday it got to the point where no one would even pick up the phone when I called the store, I imagine when the associates saw my number that was their way of dealing with the situation. I need resolution. Extremely traumatized customer.
