I bought an LG refrigerator (Model LFXS26973S) on 14 October 2021 at the Richfield Minnesota store for a total of 2599.99. My order # is 1121287784673. I also paid for installation and removal of my old and broken LG refrigerator. I will spare readers detail on the misery and distress that it is for a family of five with infants to have to survive without a refrigerator. For anyone who have had such experience....I am not trying to revive the horrible memory. For those who have experience such a thing, just imagine what it could be to.... We have been getting by using 3 big coolers and 6 (20lbs) ice bags per day.
The initial installation (#1) was schedule for 19Oct2021 between 12PM - 6PM. The technicians showed up at my house, walked up to my old refrigerator which is identical in dimensions to the newly purchased. He asked me to close the valve connecting the water line from the refrigerator to the water supply which I did. Next he disconnected the water line to the refrigerator and observed a little bit of water dripping. He immediately screwed it back and said there was a problem with my valve as water was still flowing after the valve is closed. He then indicated that I should get a plumber to replace my valve and reschedule the installation. I totally understood and believed what he said. Desperate to spare my family of the misery we were living, I immediately had my valve replace in emergency for $500 cost. Upon further research, I found that I did not need to replace the valve. The dripping water was possibly the residual water in the line. Impatient to quickly put the pain behind I called in to reschedule installation (#2), which was done for 26Oct2021. On that day, the same 2 technicians showed up at my house. The first thing they did is to verify that the valve was replaced. Once confirmed, they took measurement of my doors and bottom end of my stairs (My house is a Split Entry level), all normal steps so far. When they measured the upper end of the stairs where there is a gate, the said the space was 31 inches which is less that the 33 inches (including doors) width of the refrigerator. Therefore they cannot get the refrigerator through for installation. Needless to say how surprised I was, as the new refrigerator had the same dimensions as the my old one. So the question was, how did the old one get brought up and installed. The technician promptly answered that the refrigerator must have been installed before the completion of my 1979 home. I couldn't resist but burst in laughter and remind him that Lg with exterior water/Ice dispensing refrigerator did not exist in 1979.
On that note, the technicians did even take a minute to think about how to resolve the issue. The only recommendation they had was for me to take out the rails of my stairs and reschedule the installation. They then left. I couldn't believe what just happen. Again needless to talk about details. I called Geek Squad and they told me all they could do was to reschedule another appointment. Installation (#3) was schedule for 28Oct2021 between 2PM - 6PM. I then went back to the Richfield, MN store hopping to get someone attention and end the misery. To be fair, an experienced and very professional salesman did listen to me and explained that it was a very frequent issue encountered when replacing appliance in older homes. But in most cases (like in my case), removing the doors of the refrigerator should be sufficient. He than took the time to put in a note to my order and write an email to the Delivery & installation manger to advise that the technicians be instructed to removed the door doors of the refrigeration at their 3rd attempt. On 27October, called in to check that my installation #3 was still on track, and that the instruction to remove the door was taking into consideration. The person I spoke to told me that the same technician who came to my house the first two attempts were the same one ones scheduled for the 3rd attempt. She did not know whether they were instructed for the door removal are able to do it. To remove all potential risks, and ensure that the technicians will find no excuse to walk away without installing the refrigerator, I follow their requirement. I hired someone to remove my stairs for another $350, with the commitment to put it back for the same cost, so $700 in total. For those who are familiar with Split-entry level home, you can easily understand the risk of removing the rails of the stairs. It means that there is no more a guard between the upper floor and the stairs. This is a very hazardous situation for anyone in the house, but even more dangerous for our 2 years old daughter. We thought we will only have to hyper watch her for few hours on the 28Nov2021 before the rails gets put back after installation.
As you can see, I am willing to do everything I can to get this done. But one thing that I could not control is Best Buys ability to honor their service commitment and deliver on their promi read more