Best Buy & Geek Squad Policies

[benganzel]

My wife and I bought a house and we wanted to purchase a free standing gas range. We looked at all the local stores and found a gas range we wanted at the local Best Buy (Store 1052). After waiting nearly 30 minutes for an associate to assist us with our purchase, we decided to go with the open box item (the store's display model, said the employee who assisted us). I had no real problem buying it as open-box, as the price was $200 lower than the "new" item. The associate gave us the open-box inspection form where we noted any imperfections on the stove, and we proceeded to check out. This is where the problems began, as we stood around for over 30 minutes again while he tried setting up a delivery and installation appointment. Apparently the system was down, which he failed to tell us at the time. After logging in to a few different terminals, he decided to give up as he could probably tell our frustration was already mounting. We then paid for the item and the installation, and we wrote down our contact information for them to contact us to set up installation and delivery. We were told we would get a call the next morning to set it up, which didn't happen. My wife called the next day and we were told they couldn't find us in the system and that someone would call us back. No one called us back within 24 hours, so I called the next afternoon. No one was able to find us in the system again (surprise), and I was told that someone in the appliance area would call us back. I reminded them that no one had called us back the previous two times, and that I wanted to talk to an associate right away. The CSR assured me that he would hand deliver the message to the associate working in Applainces that day. A few hours later I went down to the store to pick up another item and the associate who originally helped us three days earlier let me know he got the message and that he was just going to call me to set up the delivery. I said that was fine and went on with my purchase. He did call me back within an hour of promising he would call and we did set up a delivery date, November 28th. That's fine as we're not in the house yet and it's not an issue to be without for a few days once we're in the house. Just to be sure, since we haven't had good luck thus far, we decided to call them to make sure the installation was also scheduled... And guess what? There was no trace of us in their system, again. So we're back to square one... We paid for the item and the installation service, and so far we have NOTHING to show for it. No confirmed delivery date, no installation scheduled... Just a reciept showing what we paid for. I'm BEYOND frusturated at this point, as I want to be sure that we will have the appliance installed on the day we originally set it up to be. After all the time we've spent with this I'm not sure that I will go back to Best Buy to purchase an appliance EVER again. I'm hoping someone can make this right, because as we stand right now, I'm not happy and will not consider shopping at Best Buy for appliances until someone makes this right.

[Dorothy-BBY Community Supervisor]

Hello benganzel -

Allan, from our Community Connector team, will be reaching out to you regarding your range installation.  I appreciate your continued patience!

[benganzel]

Here is a question... We are sick of the games we've had to play to get this thing set up for a delivery and installation. Can we just take our reciept back to the store and have them refund us 100%? We haven't taken delivery of the stove and it's not even in their system for delivery yet.

[Dorothy-BBY Community Supervisor]

You could, there is no restocking fee on appliances or installation unless the item was a special order.  As long as the installation has not been performed, then it should be 100% refundable.  

[benganzel]

In this situation, I might just do that. It might be the only way the store can redeem itself. I have to weigh the options on this first.

[Allan-BBY Community Connector]

Hi benganzel,

Purchasing a new home is an exciting and stressful time in anyone’s life, and I’m sure you didn’t need the added stress that this range purchase has caused. The prospect of not having a range in your new home is probably very concerning to you, and hopefully I can help relieve some of the stress this has caused you.

The store should have been able to schedule both the delivery of this range, and the installation of the range, when you purchased it. The fact that they were not able to do this implies to me that a system needed to do this was either down completely or not functioning correctly. With that being said you should have received any phone call promised you within the timeframe it was promised, and I truly do apologize that you didn’t receive these phone calls.

I am sending you a private message to gather some personal information I would need in order to assist you. To check your messages you should log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

Thanks for posting,

[benganzel]

Well, I can't say that anyone really made this "right," but due to some other things coming up we decided to cancel the install and were able to get back the money we paid for the installation and just picked up the range ourselves. That wasn't a big deal, as we had some plans change, and I have a private contractor coming to do the hookup of the gas lines for the range. They did do a nice job wrapping up the stove and had it ready within minutes of arriving at the store to pick it up. The supervisor of Appliances and Home Theater did a great job in making sure the Customer Service people knew we were coming in on Saturday to pick up and getting our money back was hassle free.