Frequent Best Buy customer--but won't be for long!!

Question

I want to know where I can bring my complaint.  I will be looking for a response, and I will continue to post (and I want to make people aware of this, so not just on the Best Buy forums) and call until I receive an appropriate response.   I purchased a dishwasher at the Bridgewater Commons NJ Best Buy on July 18th.  The dishwasher was a Samsung, the exact one I wanted, but an open box, so it was discounted at about 50% off.  I was told it could not be delivered or installed for 10 days, so I said okay, fine, I will wait.  At this point, I had been without a working dishwaher for 2 weeks, and you can imagine, with a family of five, I was anxious for one to be delivered. Ten days later, the delivery arrives, and the delivery/installation company says "you may want to check this out, it's got some scratches."  I had thoroughly inspected it at the store, and it was PERFECT.  There was nothing wrong, and it was deemed to be in PERFECT condition, and WORKING condition by two store employess.  I did see the scratches, and they were not huge, so I said that I would take the dishwasher (meanwhile the store had offered to knock off another $50 to $100) and asked the installer to proceed.  At this point, he begins to remove my old one, and the new one comes in, and the other installer says "you might want to check this out--there is a broken part inside."  The installer recommends I don't install the dishwasher at this point, and so I call Best Buy and ask them what to do.  One employee has told me she will put this farther up the chain (to the escallation dept?) and I will receive a call in 2 to 4 hours.  I never do. The next day I am travelling, which makes it hard to call the store, be put on hold, get call backs, etc. but I call several times, and speak to Belchan.  He is the department manager.  He has no idea where the dishwasher is, and asks me what part is brokem (like I would know) and has no idea the dishwasher is even scratched.  He tells me there is no dishwasher that is comparable for that price, and so would I like to buy it new for 20% off?  At this point I ask to speak to the store manager, but Belcahn says that his store manager will only offer 20% off a new one.  Several times I ask to speak to the store manager, but they never put him on the phone; it is like they offer him a full staff of protectors so he will never have to actually speak to a customer. Finally, I decide that the original dishwasher is a great deal, and it is the one I want, and he has offered another $100 off, so I ask to have it installed anyway, and we can just order the part.  These conversations have taken course over a few days, and I am now 2 weeks from the original purchase. Belchan calls me back and tells me he tracked down the dishwasher, and it is unsaleable condition, so I cannot have the original dishwasher.  He again offers me 20% off a new one.  I again ask to speak to the store manager, and he is unavailable, so I ask for a call back.  I never receive one.  I am now 3 1/2 weeks without a working dishwasher.  I have not heard back from anyone at the Bridgewater Commons Store.  I will be spending the whole day tomorrow shopping for a new dishwasher (probably at another location) and looking for resolution with Best Buy.   My biggest issue, aside from the lack of call backs, and the promise of a working dishwasher at a given price is this: I have purchased a refridgerator, a wahsher and dryer, and a dishwasher all from Best Buy over the course of three months.  I have spent A LOT of money there.  Would they really want to lose my business?

Answer 1

Hello cpestorious,
Welcome to the forum. Living in a household of five people (could be more if the kid's friends are over) I can completely understand the need to have a good reliable dishwasher. Ours broke down about 2 years ago, and we were unable to replace until 6 months later so trust me when I say, I can completely relate to how frustrated you are right now. It sounds like buying this open box dishwasher has been quite an ordeal, and I'm very sorry to hear no one has been able to offer you a satisfactory resolution.
Using the e-mail you registered on the forum, I was able to locate the order, and I will be looking into this further to see how I can hopefully turn this into a much better experience for you. We truly appreciate your business, and sincerely would be saddened if you chose somewhere else to purchase your appliances. I assure you I will be in contact as soon as I have more information. 
Once again, I apologize for any disappointment this may have caused, and you should hear back from us soon.