Best Buy Complaint - "The 15 Minute Rule"
SILVER SPRING, MARYLAND -- I helped my senior citizens purchase a new refrigerator from Best Buy. When it came to delivery, there was a big surprise.
Despite moving all the food into coolers, dry ice, etc; The delivery people called and said they would be late. They finally arrived waiting in front of the house for a good 10 minutes and knocked on the door.
It seemed that the refrigerator might have a problem fitting in the front door. We anticipated this and had a professional lined up to remove the 3 hinges.
About 5 minutes into removing the door, the delivery people said they have a "15 minute windows from delivery to removal" This included hooking up the ice machine to the existing connection. They said it would be more than 15 minutes and left without delivering the unit.
I complained to the store manager, and he said that the warehouse unit in Salisbury, Maryland handled the deliveries, and it was out of his hands. I also complained to Corporate which took the complaint information down and said I can have a case number.
We ended up going to Lowes Hardware, and in 2 days the new unit was delivered without a hitch -- and a lower price.
It seems that Best Buy outsources the delivery portion and does not take ownership about any issues. Check about the 15 min. policy before you buy. It was never mentioned at the time of sale!
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