Best Buy

unknown

Sales process was great. Got a great price on a 32 cu. foot fridge! Delivery: Wife inspected product when they unboxed it in the driveway. Was pristine! By the time they got it in the house they had dented and scratched all three doors. Delvery folks said "call the store as they will give you a discount on this one!" Helloooooo? We were replacing the old one because it had dents and scratches! Turns out the delivery instructions from Samsung clearly stated that if you had less than 37" clearance,,, remove the doors on delivery! Well, they could replace the fridge but that meant taking this one back and rescheduling. We had already scheduled Habitat for Humanity to come get the 3 yeard old fridge so that wouldn't work. Other option... replace all the doors. We chose that option and this did not go well. Had to make multiple calls and then realized we were actually dealing with Pacific Sales. Management was slow on follow-up. They turned it over to Premium Service who was initially SLOW to respond. We spent 7-10 days jumping through their hoops. Why? Finally, on 4/27 John from Premium Service was at out door. We had been told his visit would include door replacement. They had not ordered the doors and he was not there for install! John was evidently there for investigation of the problem. He took pictures and then began the discussion on what would happen next. Was I friendly at this point? Not. Too much had gone wrong. However, he explained that he was sorry this had been mishandled and he was going to personally take ownership of the resolution process. He stated that he would have the new doors within days and would promptly bring them out for install. He committed to regular updates on progress and all calls would be to and from him only. This man's follow through was superb and the doors were installed on 5/3/2013. Finally... someone who could and would get things done. That was refreshing! Understand when doing appliance business at Best Buy.... some stores have this company called Pacific Sales managing the process. They contract with a THIRD party for delivery. Delivery personnel do not work for Best Buy or Pacific. So, obviously there was really a claims issue that caused this delay. The investigation should have happened next day after dleivery... not many days later. Make sure you understand what delivery should be doing before they get there and hold them to the process. The big question here IF they had removed the doors on delivery.... could they have put this back together again correctly? Best Buy AND Pacific Sales need to consider that process!