Best Buy & Geek Squad Policies

[Phulish]

So I will summarize a disaster with a recent attempt to purchase an appliance through my Best Buy store in Collegeville, PA

On Feb 22nd, I walked into my local Best Buy and purchased the GE Profile Convection over the range microwave.   I also purchased the installation.  I was told that this microwave would be delivered and installed on Feb 28th and I would receive a call the night before to establish the time window.   Sounded great, left the store happy with the price and the smoothness of the transaction.   (Cue the foreboding music).

On Feb 26/27 I received  an email from Best Buy confirming my order was to be delivered on the 28th and that I would receive a call the night before to give me a time window.   I never received a call.   On Feb 28th (Early AM), I called 1-800-Best Buy to inquire about the delivery and was transferred to someone who indicated my time window was between 2 - 7, I informed her that I never got a call the night before, but she assured me I was scheduled.

At 6PM I called again and asked her to contact the installer just to make sure all was on track.   She was not able to reach them but informed me that they were checking in on time and I was still scheduled.

At 7:15PM, I called again and was told that the install vehicle had checked in or something like that and I would need to reschedule.   I asked to speak to a supervisor as I was angry that this was not handled earlier.  The gentleman I spoke to told me they never could have delivered this as it was backordered.  He told me he would transfer me to someone to rechedule.   I told him I wanted him to call the store and explain what happened and that I was not going to pay for the installation.   He transferred me to dispatch who then said, the store would need to handle the reschedule.   At this point I was done speaking with these folks and called my Local store.

I called the store and spoke with Bonnie {removed per forum guidelines} who explained she was a manager there.   I explained the situation up to that point.   She apologized and indicated that the company that deals with the installation and delivery is a partner of Best Buy and was not meeting Best Buy's level of Customer Service.    I told her I understood but ultimately I did business with Best Buy and they were responsible for their partners.

She offered to get things corrected to which I told her that was fine, but I did not believe I should pay for the installation.  She informed me she could not do this.   I said, I needed to be compensated for the day i took off work to wait and for the hours on the phone.   She did not agree and so I told her to cancel my order and asked for the store managers name.  She also told me that she was not sure why the delivery/install folks had said it was backorder as it was not according to her.

She called back a few minutes later and told me while she could not do the install for free, she could give me a price adj on the microwave after it was installed and continue to apologize.   I agreed and she indicated she would ensure this was done right from that point on.

The next morning I emailed Neil {removed per forum guidelines}, the store manager, praising Bonnie on how she saved a Best Buy customer.  I recieved a nice reply that he was sorry and they would jointly work together to make sure this went smoothly (cue more foreboding music)

I never heard from either of them again.   We did receive a call from someone to reschedule and we did so for 5th of March.  This time I got no e-mail or anything but called myself the night before at 7PM.    I was told my time window on the 5th.

On the 5th, the installers arrived right in the window and proceeded to come in and remove the old microwave.  At this time they asked me where the new one was.   I told them I did not have it.   I was in shock.   They said, the warehouse that they go to, told them it wasn't there and the customer must have it.

The installers left and I called the store, Furious.    Someone named Jordan took the call and proceeded on trying to help me.   He told me he was going to just issue a new order so that it would not look like a reschedule.   I told him this time I was absolutely not paying for the install and he checked with a manager and it was approved.  He told me he would credit that back and reorder the microwave.   He indicated it should be installed the following friday.   Jordan had a bit of an attitude like I should be greatful he was helping me.   He didn't seem to get the fact that 2 senior people at this store had already let me down and unfortuntely he wasn't getting the nice guy.   In the end though I think he did what he could do and got me to the point of continuing to do my business with Best Buy.

I never heard back from the store, but was called by the install group on Thursday to confirm an install for Saturday.  I told them I was told it would be friday and that it worked better for me, but was told the installers schedules were out of their hands.  At this point I resigned myself to just getting the darn thing delivered and installed and this clusterf^$%^ of a nightmare to be over.

I received a call about 1 1/2 hours ago, telling me the microwave is backordered and they wanted to reschedule me to the 16th of March.   I began yelling like a crazy person....and was told to call the store.

I called the store in almost a state of disbelief and talked to Derek.   I explained to him I was cancelling the order and wil never do business with Best Buy again.   He was probably the best person at Best Buy I spoke with, he basically admitted they have been having issues in this area, he hoped that there was something they could do to make it right.  I told him short of giving me the microwave, probably not.    And while I heard him talkimg, I had heard so much BS to this point, I could not give Best Buy another chance.

I did ask him how the store would not know the item was backordered and he indicated that sometimes the store will sell the item, but only the warehouse knows this.   He then checked and indicated the system was showing there were 25 in their warehouse.   I asked him if he could call and figure this out and he indicated he could escalate it, but it probably did not mean me getting my microwave on Saturday as promised (the 3rd time)

This is an example, IMO, of a company not doing what its good at, and then losing customers of theirs who might otherwise buy what they are good at.   Empty words from management and finger pointing fueled the issue.

I will be heading to a locally owned and operated appliance store tomorrow and buying this item (even if it costs me more).   Best Buy will never get another $1 of mine and if I can steer anyone else away, I most certainly will.

I would recommend dropping your partner Optima or Optimum.   Teaching your store management to cherish its customers, updating your systems so when someone buys something, they get it or are told it is backordered at the time and maybe just stop selling appliances.

GE Profile 1.7 Cu. Ft. Over-the-Range Convection Microwave - Stainless-Steel

Model: PVM1790SRSS | SKU: 2382213

This convection microwave features sensor cook technology with one-touch settings for a variety of foods, including chicken, fish and vegetables. 1000 watts of cooking power let you cook, defrost and warm food.

 4 Read reviews (8)

Sale: $629.99

[usndoc]

Hey... Try doing a quick search via the model number, the home improvement sites have them- price match to sears, add in delivery.  They will stand by their contracted delivery and installers- If its not right, they will make it so.  Forget BB

[sls]

I understand what you are going through. I was told by Sarah, a representative from Best Buy, that I would hear shortly form her. I have not heard a thing since my reply. I think the consumers need to look at what is happening when you buy from these large corporations. No one seems to know what they are doing. Their sales people tell you anything to sell their product whether it is true or not as they told me with their 'no interest policy". Buying from the small dealer is the way to go. They know their products, and give you support because they want and need to be successful or they have  a lot to lose. You may pay a few bucks more, but it is well worth it for the service. Hopefuly, if enough of us get disgusted by these large stores, we will go back to the little guy . Good luck to you.

[Phulish]

Just one addition to this comedy of errors:

I got a call from the installer this AM.   He was the same poor guy that tried to install the microwave he was told I had last week.   He indicated I was on his install list and wanted to make sure I had the microwave before he came out again.....wow someone who is actually thinking!

I told him, I was told yesterday that it was backordered and have since canceled the order.

BEST BUY, there is a glitch in your Matrix and the very people who keep you in business are getting sh^t on.

I feel like I am in a Monty Python skit.

[Phulish]

already e-mailed 2 locals for a price and to see if they price match.    I am going to try a local appliance store before the home improvement places, but will go there if it doesn't work out.

Or I may just draw a picture of a microwave in the spot that one used to be and call it a day

[usndoc]

Go to the home improvement price match to sears

[sls]

Good luck and more power to you. I hope the small guy can come close to the price. We have to start supporting the little guys who are trying so hard.

[APR28]

This is absolutely disgusting service.

The silence from the typical forum apologists proves it big time.

[usndoc]

You mean you dont see any "SUPER" users coming in to tell you the policy is clearly stated in a dark enclosed box underneath the desk of the manager in the back of the store that your delivery is not guaranteed? Come on now did you really expect to actually receive the item you paid for AND have it installed? I mean that is just way too much to ask for in this day and age.

[Phulish]

I gave them 3 chances to receive and install the item I paid for, that is what is so frustratingly, sickening humerous about it.   I am not sure what is more pathetic, me giving them 3 chances or them failing in 3 chances.