Best Buy & Geek Squad Policies

[bbycustomer]

I ordered a washer, dryer and refrigerator from the Best Buy store in Roanoke, VA on 11/13/2009. The store salesman was nice and he looked up the computer and said that the earliest delivery would be on 12/03/2009. Even though the delivery was 20 days later we thought we can manage to wait as we can schedule the move to our new home as per the delivery. Since we are also a rewards zone member, we thought it could nice to get some extra benefits.

A day before the delivery date (12/02) someone from the delivery section called me to schedule the delivery of the washer and dryer. I asked him about the refrigerator. He put me on hold and after sometime told me that the refrigerator also will be delivered.

On the morning of the delivery day (12/03), when the delivery personnel came, I was surprised to see that there was no refrigerator. The delivery personnel did not know what was going on. But he provided me the managers contact number so that I can find out.

I called the manager and she was of no help. She did not know what was going on or when my refrigerator will arrive.

I asked her to connect to her superior. This person also did not know what the status of my refrigerator was. But, he went a step further, by escalating it. He also forwarded the escalation form to me. He told me that as soon as he gets any reply from the escalation team he would contact me.

Since I did not have any call by the evening, I went to the store and asked for the person whom I talked to. The immediate reply from the Store person was 'He is not in today'. I told him that I talked to the person today morning. Then came the answer 'He left at 4.00'.

Then I talked to another manager. He listened to my situation and said he will follow up and call me by noon today. He also said he will talk to the Vice President who can possibly get me a temporary refrigerator till the new one arrives.

I am very disappointed now and we are at our new home without the refrigerator. We have an 11 month old baby and have no idea how to manage. On top of that we have friends (with kids) visiting us this weekend.

I have known about this forum for sometime and thought I never had to use it for any complaints. But now I am left with no choice. I have been a regular Best Buy customer for many years. I bought two laptops 2 months back and am planning to buy a TV soon.

The most surprising thing is that why no one able to tell me when my refrigerator is arriving. Even if it is one month from now, please let me know! I have paid for this item 22 days back and I think I have some right for an answer.

Hope at least now I will get an answer.

[bbycustomer]

Update: 12/04

I just called the local store and they said that they will loan me a fridge till the one I ordered comes. They said it will be delivered tomorrow. Well, that is good.

But, the sad news is that no body still knows when the one I ordered is arriving.

Will keep updated.

[bbycustomer]

I got the loaner fridge on Dec 05 in the late evening. Thanks.

Any news when the refrigerator I ordered is coming?

[Dorothy-BBY Community Supervisor]

Hello bbycustomer -

Ryan, from our Community Connector team, will be reaching out to you regarding your concern.  Thank you for your continued patience!

[Ryan-BBY Senior Social Media Specialist]

bbycustomer,

Welcome to our forums!

After reading your post I was really disheartened to hear that you have not received your new refrigerator yet.  Purchasing appliances for your new home should be fun and exciting, not frustrating.  If I was in the same situation, I would want to know when the refrigerator would be delivered as well. 

I was glad to read that our store was able to offer you a loaner refrigerator until your unit is available.  I sent a communication to our management team at our Roanoke store, requesting a possible ETA for your new refrigerator.  I will let you know right when I hear back from them!

I truly hope we are able to come to a resolution shortly.  In the mean time, while I work on your case, don’t hesitate to send me a private message with any additional details you may have.  You can send me a message by clicking on the link in my signature.

[bbycustomer]

Ryan,

Thanks for your concern. I am also concerned about the delivery system in Best Buy. Is it not just possible to check your computers and find out where my refrigerator is?

Well, I use to think that Best Buy has advantage over Wa llmart on how well the systems are organized. And the initial response I got from the store also was pathetic and only after personally visiting the store (well, I am already running around a lot during our move) and arguing a lot, I got a temporary fix.

It will not be a surprise if I buy my next purchase (TV) from Wa llmart.

What will make me come back to Best Buy? I do not know.

First, lets see when my refrigerator comes.

Will keep updating this space.

(ex)? bbycustomer

Note1: During one of my initial phone calls one of the managers told me "your refrigerator will be delivered in a couple".

Well, was not sure what it meant and asked "a couple what?, a couple days or couple weeks or..." she replied "I don't know".

Is this one of the 'smart' tricks you teach your managers?

Note2: It is also smart that you don't let me type the correct spelling of Wa llmart.

[bbycustomer]

Below is the private message I received from Best Buy. I am not sure what to do. Any recommendations from other customers? The reason why I was interested in the make was that I have other Whirlpool appliances in the kitchen and is of the same color.
<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<<

Update

From: Ryan-BBY on 12-10-2009 01:10 PM

Add Ryan-BBY to Friends Ignore Ryan-BBY

bbycustomer,

I received a little bit of information in regards to the refrigerator you ordered today.  Our Buyer, got in contact with the manufacturer to see it they could obtain some kind of ETA on your unit.  Since the refrigerator is coming from Whirlpool directly we cannot view that status ourselves.   Whirlpool let us know that soonest possible time for your refrigerator to maybe be in stock would be 1/19/2010.  However, that is only an estimated date. 

Since that timeframe is so far away, you can exchange that unit for a different model or return your purchase if you would like.  You could also continue to wait if you are dead set on this unit.  I know this is probably not the timeframe that you wanted to hear, and I truly apologize for that.  To do a return or exchange, feel free to visit your store to get this completed.

Thank you for your understanding.

Sincerely,

Ryan 

[bbycustomer]

bbycustomer,

I received a little bit of information in regards to the refrigerator you ordered today.  Our Buyer, got in contact with the manufacturer to see it they could obtain some kind of ETA on your unit.  Since the refrigerator is coming from Whirlpool directly we cannot view that status ourselves.   Whirlpool let us know that soonest possible time for your refrigerator to maybe be in stock would be 1/19/2010.  However, that is only an estimated date. 

Since that timeframe is so far away, you can exchange that unit for a different model or return your purchase if you would like.  You could also continue to wait if you are dead set on this unit.  I know this is probably not the timeframe that you wanted to hear, and I truly apologize for that.  To do a return or exchange, feel free to visit your store to get this completed.

Thank you for your understanding.

Sincerely,

Ryan 

[jdapowers]

I too have had HUGE delivery issues.  But I really think they are Best Buy Customer Service Issues.

I ordered my refrigerator on 11/5/09.  It was to be delivered on 11/23/09.(Before I had 30 people over for Thanksgiving).  I took the day out of work.  I get notified THE DAY BEFORE delivery that it is postponed until 12/10/09.  I take another day out of work and get notified THE DAY BEFORE delivery, that it is postponed until 12/17/09.  I take yet another day out of work and am told it will be delivered on 12/17/09.  Guess what, same thing....then again on 12/21/09...then again on  12/8//09...I'm not kidding when I tell you it happened again this week on 1/11/10, and now they say 1/25/10.

I have written to Best Buy 3 times.  I have spoken to customer service representatives 4 times.  Nobody seems to understand why they don't know until THE DAY BEFORE, on a Sunday, after you have already taken time out of work to be there for delivery.  Best Buy also charged by credit card over 2 months ago, and I have been paying interest on something I don't have.  If I had delivery before Nov 30, 2009, I would have received a check from my local electric company as an incentive to upgrade refrigerator. 

When I ordered, I could have ordered from an online appliance company for $200 cheaper.  But, I decided to go with a reputable company like Best Buy. 

What aggraves me is that nobody even responds to me.  The call keeps getting escalated, but nobody contacts me.  It seems crazy that in todays electronic age, they can't tell that a refrigerator isn't going to be delivered until the day before.  Even if they knew on Friday for Monday's delivery that would prevent me from taking the day out of work.

I have disconnected ice maker, and have fridge in middle of kitchen.  I have told EVERYONE I can about my experience.  I have told BestBuy I need to hear from a supervisor, but they have not contacted me.  Any suggestions?

(luckily my refrigerator still works, it just has a broken shelf, and is empty because each week we don't want to stock up because we think we are getting a new one)

[bbycustomer]

I had ordered it from the store and paid on Nov 13 '09.  Delivery was scheduled on Dec 3. We were in a new home without a fridge. After all the confusion and calling everyone I got a loaner fridge on Dec 6. The loaner fridge is a cheaper one but is serving the purpose for now. Even I had a lot of visitors during the holidays. Still not sure when the fridge I ordered is coming.

I understand your concern. Hope Best Buy will make up their mistake by offering you a good discount or moneyback. I know another company which compensated the customer for one day delay in delivery.

Agree with you that Best Buy has delivery issues. Poor tracking of the items. I am a Best Buy Reward Zone Premier Silver member and buy a lot of stuff from Best Buy. I don't think I will buy anything from Best Buy which is not available in the store. I am waiting to see how Best Buy will resolve my issue and only then will consider future purchases from Best Buy.

Did you try posting your problem separately as a new topic?

Did you go to the store and talk to the manager there?

[jdapowers]

Thanks.  I ordered online, so can't go to the store.

We have always bought everything from Best Buy.  My husband just bought a $800 camera, and we decided NOT to buy it from them because of this incident.

Any chance yours was a

Whirlpool-21.8 Cu. Ft. Side-by-Side Refrigerator with Thru-the-Door Ice and Water-White-ED2KHAXVQ