This post is Day 20 for National Blog Posting Month on Blogher.
It has been a little over a month now since our refrigerator was finally delivered safely in our home. After my last post about our insane saga, Princess Daddy decided to go one step further. We had already posted on Best Buy’s Facebook and Twitter pages about our ordeal and were actively spreading the word. Best Buy was going to hear us loud and clear about how absolutely unacceptable their service had been after this mistake had been made.
So Princess Daddy emailed the VP of Customer Care. Her information is listed at the bottom of all of Best Buy’s generic emails regarding order updates and he was able to easily find a contact address for her on the internet. That same day, he received a response from a Senior Executive Resolution Specialist
(Side note: does the company seriously have that many issues and complaints to need a position like this even in existence?)
For the first time in several days, we finally had hope that the new appliance would actually end up in our home in working order at some point.
The specialist continued to have good communication with us, always letting us know when she’d be out of the office and giving us details on every new development. We were also in contact with Miss Manager from the original correction who really did the best job taking the lead on the situation and seeing to it that everything worked out. Together, they managed to get the fridge to us a week earlier than planned and even offered to have a team come in on a Wednesday (their day off in the middle of the week so Saturday deliveries can happen) to make sure we were not inconvenienced any further. Miss Manager specifically requested the warehouse manager to do the delivery himself along with his partner who was extremely familiar with the assembly of our particular model.
The new team arrived just before 8 a.m. They were friendly, well groomed, upbeat. They joked with us. They played with the kids. It was a complete 180 from what we experienced the first time. I was on edge all night preceding the delivery but relaxed upon meeting them.
My heart stopped as they tried to re-assemble the fridge. The doors once again just wouldn’t go on right. The delivery team this time though was patient, gentle and worked together. When it still just wouldn’t fit right, they got out the manual and read and re-read it. Finally, after what seemed like forever, it was together and working.
The specialist followed up with us after the delivery, thanked us for our patience in the matter and for bringing our experience to their attention. She then mailed out an extremely high dollar gift card to make up for everything we had endured.
So will we shop at Best Buy again? At least until the gift card is gone. We will likely still shop there for their price match and rewards program but it is very unlikely we will trust them with another appliance delivery if there ever comes a need.