Re:
The above ordered included a Samsung 52” LCD TV. The delivery date was scheduled for Dec 17th 2008 between 9am – 12 n. A message was left on my home telephone, by the Colonial Park Store in Harrisburg, late on Dec 16th 2008. I work in the ER as a physician and I returned home after work in the early hours of Dec 17th at 1.30 am. I contacted the number left on my message service before 9 am today (Dec 17th) and I spoke to a Best Buy representative from the delivery dept (who did not give me his name) explaining I had a medical appointment this morning and I should be home by 12 noon. I requested the delivery be delayed to a little after 12. He assured me he would contact the driver and do so (I later realized he had not asked me any details of my purchase or my address). Since there was no message left as to when the driver would come, I called the Colonial Park Store to enquire. I was connected to a person who told me he was the delivery scheduling manager. This person is the rudest person I have spoken to in a long time. He admitted someone in his dept had received the message, but he was not going to make the delivery today and if I had any illusions of it I was dreaming. I asked if he was there to serve the customer or the customer was at his mercy. On requesting his name he initially refused and then stated it as Ken. He refused to give any identification number or his last name. He then defiantly stated that he could assure me that no disciplinary action would be taken against him “It’s just not going to happen, he was confident of that”.
I contacted Customer Service to register a complaint about the incident, especially about Ken, the delivery scheduling manager’s ( Colonial Park Store) behavior.
Prior to my speaking to the Customer Relations Representative, Dave, I listened to the prerecorded announcement. It said, “To ensure exceptionalcustomer experience these calls will be monitored. I waited 20min before I got through to Dave. He advised me that the Harrisburg Store was not meeting its targets for sales and may be one of the stores scheduled for closure. I agreed that with the current Manager and Ken the delivery scheduling manager I am surprised that this store is still in business. But then Dave said he had no power to make the store keep their word or have the TV delivered. Two alternate dates, Dec 19th & 20thwere offered by me, but he along with the store manager were unable to even give me even a ball park time when the TV could be delivered.
My experience was so far was not even average, leave alone exceptional. I enquired of Dave, as a customer relations representative, if he was unable to ensure customer satisfaction, what tier in the organization could and why were there so many tiers of people in this organization who were incapable of making a customer experience just ordinary not even exceptional. He agreed to connect me to his Supervisor. After waiting 20 min and listening to awful music I decided that after 15 yrs of purchasing several thousand dollars worth of goods from BestBuy it was no longer worth doing business with BestBuy. I intend to cancel my entire order of $3000 +.
James T. MD.
Post edited only to remove personal information per our forum guidelines.
Message Edited by Dorothy-BBY on 12-18-2008 10:04 AM
Message Edited by Elizabeth-BBY on 12-18-2008 01:48 PM
Message Edited by Elizabeth-BBY on 12-18-2008 01:49 PM
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Dorothy-BBY
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