Best Buy & Geek Squad Policies

[a474029]

Here's what happened to me.  My wife and I went into the Mission Viejo (store 101) on Friday November 13th to purchase a washer and dryer.  I used to work there, so it is my favorite store.  We had a great sales rep, who was very knowledgeable, and helped us get all set.  She told us that the delivery would be on Sunday the 15th.  We left the store very excited.  On Saturday, I realized we didn't have a delivery time, so we called the number on our order confirmation.  The lady at the warehouse said that our delivery was scheduled for Monday, not Sunday as originally told.  And, of course, there was nothing she could do to change that.  After calling the store to see of they could straighten everything out, we got the same answer.  Sorry, but it will be Monday.  Fine, we can live with that.  We can wait one more day to do laundry.  Sunday comes, and we get a call saying that the delivery will be Monday the 15th between 4 and 6.  Great, I don't even need to take time off of work.  Monday rolls around, and they call my wife to tell her that the order was not close, that our delivery can't happen today.  We ask why, and are told that the order was still open.  I check my Best Buy credit card statement, and they charged me.  So we call the warehouse again thinking it must be a mistake.  Nope, they can't do anything for us.  We are just out of luck.  So we call the store to fix this...AGAIN!  After waiting to get my call back, I'm told that the warehouse said to reprocess the order and the first day that they can deliver is now Wednesday!  This is ridiculous.  Our first delivery day is messed up because of a Best Buy error, then the make up delivery day was messed up because of a Best Buy error, then they can't even get it to me for another couple days.  Something like this happening is ludicrous.  Why can't somebody call somebody and say that everything is fine, put their merchandise on a truck and deliver like you said you would.  Apparently you can take my money, but you can't deliver the product like we agreed upon.  

[adidas2]

The dates are off. If you went in on Friday, that would have been November 12. If they told you it would be delivered on November 15, then finding out it would be delivered on Monday was correct. Unless of course this happened last year.

[a474029]

You are right, I misspoke on the first delivery date.  It was supposed to be Sunday the 14th, but the rep on the phone said it wouldn't be until the 15th.

[Justin-BBY Community Connector]

Hi,

I apologize that your recent experience at the Mission Viejo, CA store location did not run as smoothly as you'd like.  I realize being without such a large purchase like a washer/dryer can lead to personal inconveniences, especially if laundry needs to be done.  Thank you for bringing this to our attention and I'll be happy to how I can further assist you. 

It's troubling that upon contacting the store, they weren't able to work with you towards a quicker solution.  I cannot make any guarantees on an outcome, but I'll do my best to take care of you.  I have the necessary information I need from your situation to begin my research.  Once I have more information, I'll let you know what I find out. 

In the meantime, if you have more concerns or questions, feel free to reply to this topic; or send me a private message by selecting "Private Message" beside my name. 

Regards,