Best Buy & Geek Squad Policies

[upsetanddone]

I ordered a refrigerator on Jan 26.  It was scheduled to be delivered Jan. 30.  I received an email confirming this.

I never received the promised phone call with a time window.

I tried calling the Appliance help line on Jan. 30th AM for a time.

After battling with multiple tries, where operators just kept dumping me into an automated system that ended up at dead ends, I finally got a live person.

They confirmed that my delivery was on the manifest for the day, but they could not provide a time window.

I waited all day, missing a day of work, because I had no time.

I called the store where I purchased it, and in the afternoon I finally got a time window of 3 to 7 PM.

I passed up dinner plans, waiting for the delivery, and still no show.

After more calls to the store, the installer finally called me, for the very first time, at 8 PM.

He said he would be here between 10 and 11 PM.

I could not afford another missed day of work, so I accepted this.

I waited until 1 AM, and he never showed.

My food is scattered in coolers and at my parents, I missed a day of work, and I have no frig.

I canceled the order and will NEVER order from Best Buy again.

You should be disgraced at this horrible delivery service.

[upsetanddone]

It gets better and better....

I just found out Best Buy charged my credit card already - for the order I never received.

I cancelled the order and was told they needed to get the product received back from the installer before they could cancel the order.

Why would they need to do that?

I never received it.

If the installer has it, isn't that the same as Best Buy still having the product?

When I insisted on an immediate credit to my credit card, I was told it would take two days.

This has been a nightmare.

[upsetanddone]

Please correct me if I have misinformation here...

It seems that the delivery company used by Best Buy - Optima Service Solutions, also does business under the name A1 Home Services, Inc..

I got this information from their phone number (770) 667-4611.

Under the A1 Home Services name, they have Better Business Bureau ratings of - F - for the division that does Refrigerators & Freezers - Service & Repair.

Optima Service Solutions has a rating of C+

I have always liked the products at Best Buy, but you seriously need to consider a new installation and delivery company.

[Ryan-BBY Senior Social Media Specialist]

Hello upsetanddone -

Allan from our Social Media team, will be reaching out to you regarding your concern. Thank you for your continued patience!

[APR28]

Here comes the acknowledgment of your issue

then the empathy to disarm you

and then a lackluster solution while your guard is down.

There is a reason they use these scum type delivery services for appliances. The generally charge BB a lesser contracted rate. As a consumer your best defense is to cancel the order and buy from somewhere else. 

[redbarron55]

Don't forget all of the trolls telling you how stupid you are for not reading the agreements and how although they work for BB/GS they can't be held responsible.

Company policy is to milk their customers dry at every opportunity.

Their business plan now includes profiting from after the sale support. Where it cost other companies to provide customer support Best Buy is now working to get a little more at each step.

This is helping offset decreasing sales at the cost of customer base. How long will that work?

[Allan-BBY Community Connector]

Hi upsetanddone,

I have to say that asking someone to wait around until 11PM is just not acceptable, and the fact that these installers then never showed up at all would send anyone over-the-edge. Regardless of the fact this refrigerator was being delivered and installed by a separate company does not mean this company should provide one of our customer the best service possible.

It is correct that we would have to receive the refrigerator back from this installer before we could process the return, and how long it takes for the funds to go back on your Best Buy credit card really depends on how long HSBC takes to release these funds back to the account.

I do see that this return was processed on 2/1/2012, and you should see the funds reflected on your credit card statement within one billing cycle. I truly am sorry that this was your experience with us, and I am sending you a private message to see if there is anything I can do to resolve this for 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,

[Phulish]

this sounds like an eerily familiar situation.    Interesting stuff on Optima/A-1

Best Buy, great business partners you have here.   It is apparent what you think of your customers after you have recorded the sale.

[usndoc]

A very quick way to initiate the refund is call your credit card company and ask them to reverse the charges.  Normally all you need to do is fill out a piece of paper for them and in the meantime, the charges will be withdrawn from your account.   So, instead of listening to their BS about waiting for something which is by no way your problem, fix it yourself and let them deal with you CC company.