Best Buy Warehouse Ontario — Local services in Ontario

Posting for a customer and friend!

February 20,2025

Customer Service Department Pacific Sales & Best Buy

Dear Customer Service Team:

Subject: Formal Complaint Regarding Unacceptable Customer Service

I am writing to express my profound disappointment with the customer service I have experienced following my order of a refrigerator from Pacific Sales, customer service and delivery by Best Buy. The purchase was made in mid-July, with the full payment completed promptly, and I was assured that delivery would be within two weeks. Unfortunately, the entire experience has been fraught with consistent delays, misinformation, and incredibly poor service.Initially, I received a call two weeks post-purchase notifying me that the refrigerator was damaged. Since then, I have been caught in a frustrating cycle of being told the product was unavailable, requiring me to repeatedly chase updates every week. Finally, in mid-December, a two-man crew arrived but claimed they needed four people to complete the installation. After rescheduling for January 4, 2025, the four-man team then stated that a valve in front of the installation area had to be replaced, which I managed by hiring a contractor, despite his assurance that the valve was fully operational.The subsequent visit necessitated paying for cabinet trimming because the team claimed the refrigerator would not fit, though the contractor confirmed the fit was adequate all along. This pattern continued with claims of a back valve replacement required, again, leading me to unnecessarily engage and pay a plumber. Most alarmingly, after finally receiving what should have been a problem-free installation, the product unveiled scratches on one of the doors. Communication concerning the repair of this lasted over a 30 minute wait on the phone, only to be disconnected. After another attempt, contact was made, yet effective resolution remains unmet. As of February 21, 2025, seven months have passed without a functioning refrigerator. This issue caused significant disruption, compounded stress, and unplanned financial burdens. It is my firm expectation that I receive not only a fully operational new refrigerator promptly but also compensation for the multiplied inconvenience and financial impositions. I trust you will appreciate the severity of the matter, and look forward to an expeditious resolution. This experience highlights an urgent need for improvements in your service procedures. Rest assured, I will ensure that others are aware of the severity of the degraded service I encountered.I look forward to your prompt action.

Sincerely, Sue...

Keep your expectations low, and it's not too bad. I went on a Saturday, and there were two people before me, each loading their item one vehicle at a time - probably 15 minutes of waiting for each. It took a while for them to get my item even after it was my turn at the dock, but considering the logistics of the system (the size of the warehouse & week-long pickup time), that might be mostly unavoidable. All the employees I interacted with were courteous & helpful. The facilities were generally clean. It's a bit utilitarian, but it is a warehouse after all. The way it worked today, is that they tell you which vehicle you're after, so when that vehicle leaves the dock, you reverse up it to load your item. There's not really a physical line, and the person picking up before me was slow to get into gear which caused some confusion with the people after me starting to jump the line, so please be ready when it's your turn. On the other hand, some people after were waiting with their engines running, not in parking spots - starting your engine takes less than 10 seconds of idling, so given that people were waiting sizable fractions of an hour, it seems expensive to leave the engine running if the...

If I had a habit of reading reviews of the warehouse pickup location before buying an appliance, maybe I would have had some reservations about making my purchase. But who has time for that. The reviews of this pickup location are pretty spot on. You arrive, they take your order number and ask for a phone number. Then they tell you they'll “call” you in "15-20 minutes" to pull up to the loading dock. An hour later, I hear through the customer in the car in front of me that they are just out there yelling last names. So much for a call. No matter how early you arrive, plan on an hour wait and make sure you park or stand somewhere between the checkin office and the loading dock. I thought I might just drive around because they were going to "call" me, but I'm glad I stuck around to hear the guy just yelling my name in the parking lot. I just wish they would be honest at check-in and tell you it's going to be an hour of more. I heard the employee tell all four people in front of me the same thing. And we all waited an hour....