On May 5 I purchased & paid for a Samsung RF266AEPN Refrigerator for my new kitchen. Stock was checked & I was assured that since I was paying for it then, it would be held at the Distribution Center in Chino, CA until I was ready for delivery. I asked how long it would be held, Dan Sader suggested that if I wasn't ready in a year, I might want to "renew" my hold on the fridge.
Seven weeks later on June 23, when I had a firm install date for my cabinets, I went into the store and arranged for delivery on July 5. As expected, I received the robo-call on July 3, promising delivery between 7:30 & 9:30 Thursday morning. On Thursday morning, I received a call from the delivery agent telling me that the fridge had not come in on the truck & was expected on the next truck. Friday morning, another robo-call, promising delivery on Monday. I took time off work on Monday to be home for the delivery, only to be called by the delivery company again telling me that it had not made it to AZ, but she was SURE it would be on the next truck. Another robo-call on Wednesday (07/12), promising delivery on Thursday afternoon. Took off from work again on Thursday to be home & no delivery or call.
When I received yet another robo-call on Monday (07/16), again promising delivery, I decided to confirm my order status with the store. Called my salesman (Dan Sader), & was told he would not be in til the afternoon, but when I explained the situation, Ashley said she would check that the fridge was actually IN the Distribution Center & she would have Dan call me as soon as he got there. Later I received a call from Erica, who told me that the fridge was no longer available. When I asked how that could happen, when I had purchased and PAID for it two months ago, she had no answer, but said that Best Buy was willing to issue me credit to be applied to another fridge. I explained that this had held up my contractor on completion of my new kitchen & that I was getting really tired of "camping out" in my own home, she said that she would call me back within an hour. When she did, she said that she had convinced the manager to allow me to purchase the "new" model (RF261BEAESR) for the same price as I had paid for the original. She said that they had carefully checked & assured me that it has almost all the same features as the one I had purchased. I told her I would have to think about it as I was bitterly disappointed to not be getting the fridge I had chosen after months of research.
I did a little research & later that night went into the Best Buy store to see it... Well, for a store that offers a "Perfect Match Promise", I find it inexplicable that they tried to tell me that it was "almost the same", when the one I ordered was in "Platinum" finish & this one was STAINLESS STEEL!!!
I did some more searching and found the new model in "Platinum" at another retailer, who of course could not match the special price offered by Best Buy, but at least I will be getting it in the finish I selected!
Sorry, but the saga continues... When I went in to the store yesterday & asked to speak to the store manager (Blake) to express my disappointment in the way the entire transaction was handled by his staff, he merely asked if there were not another fridge on their floor that would fill my needs & when I told him that I had already purchased a fridge elsewhere, he brusquely turned me over to a customer service cashier with instructions to "Just refund it all!". When she asked him for some help, he ignored her & another associate had to come to her rescue.
It was not until I got home that I found the final insult when I was reviewing the credits I had received. While the fridge credit was issued for the full amount I paid, I found that the credit for the $399.98 60 Month Maintenance Agreement had been pro-rated & reduced by 2 months! Why should I pay for 2 months on a Maintenance Agreement for an appliance I never received??
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