Best Buy Complaint - Customer No Service - Refridgerator / Icemaker
NORWALK, CONNECTICUT -- In December of 2003, at the Best Buy in Norwalk, CT., we purchased an LG refridgerator with icemaker, model#LRBN-20510, and specified that the door handle be on the right side of the fridge. At the time of the order, we also paid for plumbing to be done to accomodate the icemaker which was to be installed by the plumbers when they came out to run the water to the fridge the day after the fridge was delivered.
The fridge was delivered on the day promised. The door opening was not on the right side as ordered. The two delivery guys spent hours, with the owner's manual in hand, and tools borrowed from my husband's garage, switching the door to the right side. Along with the fridge, they brought an icemaker in a box - a Hotpoint icemaker. We checked, it would not fit the LG fridge. The delivery guys took the wrong icemaker back with them, promising to return with the correct one. We called the store, "no problem, we'll get the correct one out there and have someone install it."
The next day the folks came out to run the water to the fridge. Of course they could not install the icemaker since we did not have one. We called the store again, no one was available (there doesn't seem to be a manager at that store, we have subsequently called them over 10 times to no avail, and phone calls are never returned)
We finally got in touch with someone in the appliance department about a week later, and they sent out another icemaker (this time it was a G.E.), and the same delivery guy that came out with the fridge originally. He said that they sent him out to install it, since no one else in the store knew how to do it, and although he had never done it himself, he would "give it a try". Needless to say, there wasn't much he could try since it was a G.E. icemaker, and it did not fit.
After multiple calls (unreturned) to the store, we began calling their corporate headquarters, receiving no more help there, just more promises of calls back which were never received.
We contact American Express to get the payment credited. They processed the intial credit, and subsequently sent us the "documentation" that Best Buy had provided to them supporting the charge... it detailed the return refund policy on their boom boxes and CD players! HUH?? We explained the problem again to Amex, again it was credited, then BB sent them the same unrelated documentation. We gave up going that route.
We finally walked into the store, asked for the manager (of course he/she wan't there). Told the asst. mgr that was available, that we either wanted an icemaker as ordered and paid for 6 months earlier, or a credit. He didn't even check to see if they had one, but we got the credit. Whoopdido! And now we can't get an icemaker for the fridge. We cannot buy it from LG directly (tried that), I have called other Best Buys (since we refuse to walk into the local store ever again) and they will not take phone orders, so we would have to drive 40+ miles to order a part that they MAY OR MAY NOT be able to get.
So frustrated at this point. It had been close to 20 years before we were able to buy a new refridgerator, and the one little "splurge" for me was getting an automatic icemaker. We NEVER would have bought this fridge if we knew we would not be able to get an icemaker with it.
But one thing we did learn is to never buy anything from WorstBuy again, they do not even make an attempt to keep their customers happy. I relay the icemaker customer no-service saga to all my friends.