Unacceptable services from Bestbuy

Question

I am writing to let you know about bad services I received from the Bestbuy store and on the phone likewise.
This started when I purchased a refrigerator on Apr 19th 2015.
Product: Open Box - 26 CU. FT. FRENCH DOOR REFRIGERATOR
SKU:  1618091Store: Bestbuy, Milpitas CA
The product was listed as "Excellent" item, which according to bestbuy is:
Excellent — Products in excellent condition look brand new in appearance — with no physical flaws, scratches or scuffs — and include all original parts* and accessories. The product will be in its original packaging or a suitable replacement box.
When I received the product, it was missing a part, it had dents on the sides, came without a box, and on top of all, was completely covered in dust from top, had marks of usage inside and on the water dispenser.
This was not the product I had seen in store before finalizing the purchase.
I refused the delivery, and went to the store to let them know that I had received a product in unacceptable condition. The store associate said, "Open box items are sold as it is without any cleaning and / or with missing parts", without any apology. I said, I am aware of your policy, but your policy for excellent item is the one I am debating on. The lady wasn't helping at all, so I left the store to come back later for refund.
Even after this bad experience, I thought of giving best buy another chance, and ordered the same refrigerator in new.
Date: Apr 27th, 2015
Purchased Online (Due to bad store experience)
I had the refrigerator delivered on Apr 29th 2015. During the delivery from the so called "professtional delivery guys", they literally ripped off a portion of the wall inside the house. Those guys said, it usually happens.
I said, this is not at all acceptable, and immediately called up bestbuy to report a claim.
The delivery guy was also included in the call to confirm the damage.
The claim was filed on 29th April 2015.
I assumed the Bestbuy would call me up for the followup on this, but no call came. I called up multiple times to check on the claim and instead I was routed from Bestbuy to GnD claims to some delivery company.
Today is 18th May 2015 (Approx 20 days since the claim has been filed, and no updates have been provided till now)
Again, not at all expected service from the company who says, "Customer First".
I purchased the item from Bestbuy, and Bestbuy alone should be answerable to the customer problems and not any third company, with whom I have to follow for updates.
If this is the behavior from the Bestbuy towards its customer, then tell me one good reason why I shouldn't return the product and get it from some other competitor which might give me a better service than bestbuy.

Answer 1

Hey anjulg,
If the first refrigerator was listed as in excellent condition then that what it should have been when we attempted to deliver the unit. I am honestly sorry this was not the case, and with how long it is taking us to address the claimed damage to your home.
I do see that Ash from our Executive Resolutions Team is currently looking into your claim of damages to your home, and you should hear from them soon.
Thanks for posting,
Allan|Senior Social Media Specialist | Best Buy® Corporate
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