A 6 hour installation that should have only taken 30minutes!! Very unhappy customer!!

Question

I am very upset about a recent purchase I made at your store.  I bought a fridge (an open box item) and it was going to be delivered on Friday, March 28.  The delivery guy (Jake) came at about 10:30 and hauled away our old fridge and brought in the new fridge BUT then the trouble began.  Jake said that the hose part we bought won’t fit the waterline and we need an adapter (looks like the size of a nut or washer – just a little part) I asked him if he had this part on the truck and he said he doesn’t carry parts on the truck and told me I need to go to town (I live 30 miles out of town!) and go to the store and get the part – I was a little confused because he was supposed to be installing the fridge.  I didn’t know much about the fridge so I said ok, what would I need to tell them and he said tell them you need an adapter that is 3/4” to a 1/2”.  So he kinked my waterhose and put a bucket underneath it but it still dripped a little bit so I hurried to town (it is about 11:30 now) to Best Buy to get the adapter and the guy in the appliance area didn’t know what I was talking about so they called Jake and he told the Best Buy employee what I needed and the employee said they don’t carry that part….. so I went to Lowes and they didn’t know what I needed because it didn’t make sense to them that I would need a 3/4” to a 1/2” adapter.  I then went to Menards and talked to the appliance department and then they didn’t know so I was sent to the plumbing department and the lady was very nice there but she also didn’t think it made sense that I needed a 3/4” to a 1/2” adapter because waterlines are usually 1/4”.  So I called up Best Buy while still at Menards and they had Jake (the delivery /installer) talk to the lady at Menards and explain to her what I needed so he told her the same thing – I needed a 3/4” to a 1/2” adapter.  She said that the only thing they would have is 2 options a 3/4” to 1/2” adapter or 1/2” to 1/2” adapter (they both looked like the size that would fit a garden hose!!  I didn’t think that was right but that is what Jake from Best Buy – the delivery /installer guy told the lady at Menards.  So I bought those 2 parts and raced back home because now it was 1:30pm in the afternoon after running around for 2 hours looking for an adapter that Jake said I needed.  I got home and was immediately livid!!  The two parts were what I thought TOO BIG!  Both ends were only 1/4”!  So I called Best Buy again and talked to Mike (I didn’t get a last name) he was very nice and tried to be helpful .  I explained what happened from the beginning (around 10:45am till now 1:30pm) and told him this is outrageous I am missing a whole day of work because of this when I could have been to work by 11:30am if Jake did this correctly.  I told him I can text him photos of everything 1) The end of the water line 2) the end of the fridge 3) both ends held up together 4) each end by a tape measure to show it was only 1/4”.  He said that would be very helpful so he game me his number and I texted the photos to him and I got a call 2 minutes late and he said “umm… I am so sorry for the inconvenience but all you need is an adapter for a female end to a make end and they have those parts on their trucks”, I asked if he was being serious because it was around 2:30pm now and I still don’t have my fridge installed!  Mike said he would call Jake and tell him to get to our house and put the waterline on with the part from his truck.  Mike called back after talking to Jake and he said that Jake was in Crookston, MN for a delivery but would come right back to our house as soon as he was done.  Jake got to our house around 3:30pm and came in and I showed him the parts that I bought that HE told the lady at Menards I needed.  He said he didn’t know what to do.  I told him I talked to Mike at Best Buy and he said you have the part on your truck.  He said he would go look.  He came back in (sure enough) with the part!!!  He connected the waterline to the fridge and it was done (Literally 10 minutes) and left around 4:15pm.  I am so disgusted with the incompetence of your delivery guy/installer, for something that should have taken a total of 1/2 hour or less.  My fridge should have been delivered and installed and I should have been on my way to work by 11:00am to 11:30am.  Instead I spend a whole day running around and make numerous phone calls that were NOT NECESSARY.  Then I tried to call the store and explain about what happened but Nichole – said she was the Home Sales Manager, said there was nothing the store could do and didn’t even acknowledge the incompetence of the installer and she didn’t even attempt to resolve this issue.  I have make attempts to get this matter resolved but have not received ANY responses, I am hoping someone will respond to this message?!?
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Answer 1

Hello magicmel,
I’m positive you were excited to receive your new refrigerator, and expected the installation to go smoothly. Our installers should be knowledgeable in their field, and able to troubleshoot issues such as you described. It’s truly regrettable that Jake may not have known which part you needed, and sent you on a trip across town to look for a part that was unnecessary.
After running from store to store only to find that the part needed for your refrigerator was in the installer’s truck, I can imagine how frustrated you would be, as I would be infuriated if I were in your shoes. While I’m glad to hear that Mike was able to get things resolved with just a few pictures, I apologize for any inconvenience this may have caused you.
I was able to locate your service order and refrigerator purchase, and I am sending you further information in regards to this experience via a private message. You can check your private messages by signing into the forum and clicking the envelope icon in the top right corner of the page.
Sincerely, 
Tasha|Social Media Specialist | Best Buy® Corporate
 Private Message