• Report: #1029325

Complaint Review: Best Buy Store #819, Manager Dustin Moore

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  • Submitted: Fri, October 03, 2008
  • Updated: Wed, October 08, 2008

  • Reported By:Clarksburg Maryland
Best Buy Store #819, Manager Dustin Moore
20914 Frederick Rd Germantown, Maryland U.S.A.

Best Buy Store #819, Manager Dustin Moore Don't Buy from Best Buy! Best Buy Refuses to Honor Manufacturer Warranty Germantown Maryland

*Consumer Comment: DON'T WASTE YOUR TIME REPORTING BEST BUY TO THE BETTER BUSINESS BUREAU

*Consumer Comment: Jeez, this is why I am no longer a salesman...

*Consumer Comment: NOT A RIPP OFF

*UPDATE Employee: They did not refuse to replace your appliance - You are filing a FALSE claim

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WARNING! WARNING! WARNING! Do Not Buy from Best Buy!!!

I purchased an LG refrigerator on April 23, 2008 from Best Buy. After several prior service calls, a Best Buy repairman came out to look at the refrigerator on October 2, 2008. He contacted LG who determined the refrigerator was unrepairable and authorized a replacement refrigerator. We went to Best Buy to get a replacement but Best Buy would not honor the request.

Best Buy advised us that since they did not have the same model in stock, they would only give us a credit towards a different refrigerator. I believe the particular model we purchased has been replaced with a different model. Because we bought the refrigerator at a discount, Best Buy said we would have to pay the difference if we wanted a new refrigerator.

LG, the manufacturer, deemed the refrigerator to be unrepairable and authorized a replacement. We want the refrigerator replaced with the same model. If Best Buy no longer stocks that model (not our problem) or LG no longer makes that model (not our problem), Best Buy (who will be reimbursed by LG and will not be out any money) should replace the refrigerator with whatever model LG replaced it with. We should not have to pay the difference in price. The refrigerator we purchased was purchased as new but discounted because it was an "open box" item. The salesperson assured us te refrigerator was new and came with a new product warranty. LG authorized a replacement refrigerator under warranty, however, the Best Buy Manager, Dustin Moore, said the refrigerator was "used" and refused to honor the warranty and LG's authorization for a new refrigerator.

I will never buy anything from Best Buy again. I have reported them and the manager, Dustin Moore, to the Better Business Bureau and will be contacting the local media as well.

Unhappy consumer
Clarksburg, Maryland
U.S.A.

This report was posted on Ripoff Report on 10/03/2008 07:40 AM and is a permanent record located here: http://www.ripoffreport.com/r/Best-Buy-Store-819-Manager-Dustin-Moore/Germantown-Maryland-20876/Best-Buy-Store-819-Manager-Dustin-Moore-Dont-Buy-from-Best-Buy-Best-Buy-Refuses-to-Ho-1029325. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
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Updates & Rebuttals

#1 Consumer Comment

DON'T WASTE YOUR TIME REPORTING BEST BUY TO THE BETTER BUSINESS BUREAU

AUTHOR: Thegeorgegroup - (U.S.A.)

Read my story, about how Best Buy refuses to honor their no lemon policy, and you will see that the BBB is a useless organization. Best Buy pays them a yearly fee, to be a BBB Merchant, and in return for that fee, the BBB dismisses the most flagrant abuses by them. My claim could not be more clearly in my favor. yet, the BBB sided with Best Buy, calling their decision not to honor their own warranty as "reasonable". My advice would be to file a small claim. That will be my next step. Good luck.
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#2 Consumer Comment

Jeez, this is why I am no longer a salesman...

AUTHOR: Inspector - (U.S.A.)

Some people are never satisfied. Be thankful they gave you anything.
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#3 Consumer Comment

NOT A RIPP OFF

AUTHOR: Anonymous - (U.S.A.)

ok let me get this strait you bought a refrigerator and it broke best buy is giving you a credit for the amount you gave for the refrigerator to get a new one and you are calling it a ripp off because they wont give you a more expensive model looks like you are the ripp off artist in this situation to me
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#4 UPDATE Employee

They did not refuse to replace your appliance - You are filing a FALSE claim

AUTHOR: Aw - (U.S.A.)

Best Buy did not say they won't replace your fridge - they just cannot replace it with the same model. They will give you a "comparable" model based on price, specs, etc. They will help you out, but they cannot just magically produce the same fridge, especially if it's "unrepairable" - that means it's known to be a piece of crap and it was discontinued, most likely. Take what they give you and be happy that you are getting a replacement for free!

My sister purchased a fridge from Home Depot and it was DOA - Home Depot really did refuse to help her and she had to contact the manufacturer to get a replacement - they said she would have to ship it back to them, the manufacturer (and pay for shipping) to get a replacement, which would take a couple weeks.

Best Buy will give you a replacement TODAY if you let them. The Manager did not refuse to honor the warranty and they would never say because it was "Used" as all open box items are still covered under the full manufact. warranty (1 year usually). They said you would have to pay the difference if you want something that is not the "comparable" model if it were more expensive.

So say you paid $500 for it originally, they are not going to give you an $800 fridge even if that LG was $800 but on sale for $500.
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