Best Buy & Geek Squad Policies

[madappchick]

On May 22, 2009 I went into our Best Buy to purchase all new appliances for our kitchen.  After waiting around in the appliances section for about 15 minutes I was finally helped by a girl that didn't normally work in that section.  She actually found out everything I asked her ordered all my appliances and told me they would be in on June 10, 2009.  One day before June 10th I got a call regarding my dishwasher saying that there was a problem and they had found one in Columbia that was an openbox item and when I asked what that meant the lady on the phone explained to me that a customer had returned it for some reason but they weren't sure why and would I want that for an addtional 20% off I told her that was fine as long as it wasn't something major.  Well by June 16, 2009 I had not heard from any so I called the store.  The man I talked to on the phone told me that they were not here and he didn't know when they would be in.  I took of work the next day, June 17, 2009, went to the store at 10:00 when they opened and talked to a girl without a nametag who physically went into the back of the store and found all my appliances except my microwave so 45 minutes later as I was leaving the store, she took my name and phone number and said she would call when she found it.  I told her to please put all the appliances in one spot so when my husband and I got to the store that night to pick them up we didn't have to wait.  She called me about 15 minutes later saying that she had found my microwave.  When my husband and I got back to the store that evening we waiting an additonal 45 mintues for the employees to find our appliances again.  The dishwasher however was not the open box item it was the microwave.  Once we got home our cabinet guy came to measure everything and noticed that the mounting bracket for the microwave was gone.  One June 18th I called and talked to customer service, Justin, and he said that was no problem and he could get me a mounting bracket at no cost, but he needed my serial number off the microwave which I didn't have since I was at work.  He told me he would call me back that evening and get it from me.  He however never called.  On June 22 I went to the store with the serial number and the customer service person claimed to have already ordered the mounting bracked (w/o the serial number) later that evening I got a message left on my phone from Samanta stating that they would not be ordering me a mounting bracket for free I would have to pay for and she told me very rudly that I would need to call Maytag myself and get it they would not be taking care of that for me.  This same night my cabinets were done and we were getting ready to set my appliances however when we unboxed my stove it was damaged there was a huge dent in the back that had creased the top and loosened the top.  At this point I was done dealing with Best Buy for the day so my husband took pictures of the stove and went to Best Buy and spoke to Cory and Erica both managers for the store.  Cory told my husband that he would order me new appliances and they would be delivered to my home on July 12th (a sunday).  On June 24 I called Cory he stated that he reordered the microwave and the stove and they would be here on July 12th I asked that he call me the week of July 6th for confirmation that they would be here on that date.  I never got a call that week.  On 7/13 I called to speak to Cory he was not in I spoke to the General Manager he said his computer showed that my appliances were in but he wanted to go and check.  Dave called me back and very rudely told me they would not be replacing my microwave since it was an open box item, and that my stove was ready to be picked up.  I told him in my conversation with Cory on June 24th he promised me a home delivery at no charge.  He very rudely told me that the delivery people will be calling me tomorrow....I guess we'll see if that happens!!!

[Elizabeth-BBY Community Supervisor]

Hi madappchick,

I've asked Sarah, one of our Community Connectors, to look into this and reach out to you.  You should hear from her within the next few business days at the most.

Thanks for sharing your story.

[madappchick]

Update...well I guess the either the threat of returning my microwave or this site has worked I had a call on my voicemail at home yesterday afternoon (even though all communication yesterday was done on my cell phone) that Best Buy has ordered me a mounting bracket and screws for my microwave and it will be here in 5 - 10 working days.  However....I have yet to get a call today regarding the delivery of my replacement stove, as Dave told me would happen.  Since it is 1:20 p.m (central time) I seriously doubt I am going to get my new stove today.

[Sarah-BBY Retired: Community Connector]

Hi madappchick,

 

I am really sorry to hear about what you have been through with this purchase, and I do assure you that what you have described is not indicative of the type of great shopping experience we hope to provide to our customers at all times. 

 

I would like to begin looking into what we can do to help turn this into a much better experience for you as quickly as possible, but will need you to first please send some additional information to me, and I have sent you a private message explaining exactly what I will need.  You can check your private message by first logging into the forum with your username and password, and then clicking on the envelope in the upper right-hand corner of the page.

 

Thank you also, for bring this situation to our attention as we consider feedback to be one of the strongest tools we have to improve our services in the future.  I look forward to hearing from you!

Thanks again and have a great day!

Sarah

Community Connector

Best Buy® Corporate

[madappchick]

Well it is the day once again they are supposed to deliver my appliances...my husband called 1-888-BESTBUY and chewed out some poor guy on the phone on Tuesday for that I am sorry and he did connect me with Katie in our local store who promised she would have someone call me Thursday morning to get my delivery scheduled but the funny thing is she never asked for a phone number on where she needed to call me this morning.  Did she assume I was going to take off work once again and sit home and wait for them?!  I have my cell phone laying on my desk at working waiting for it to ring to see when they can meet me at my house.  I guess we'll see again today if anyone calls....

[Sarah-BBY Retired: Community Connector]

Hi madappchick,

I just wanted to let you know that I did receive your private message containing the additional information I had requested (thank you) and I am looking into the situation as we speak, so please bear with me and I will make sure we get to the bottom of this ASAP.

Thank you for your continued patience!
Sarah

Community Connector

Best Buy® Corporate