After 13 days, 17 phone calls, 5 hours on the phone with hold time, multiple case numbers, and more idiots that I can count I have still not resolved my customer service issue.
case #70736015
On 3/5 I ordered a new store, fridge, dishwasher and range hood for delivery on 3/13.
On 3/12 I was called by the local store and told my microwave wasn't available and was on back order (note no microwave was ordered). I called the store and after 45 minutes of time on hold we determined that the microwave was actually the range hood. I asked about the fridge and was told it was on back order til sometime in April (something good to know if your moving into a new house). I called customer service at bestbuy.com to see if we could replace it with a different model. After 45 minutes on the phone the very "helpful" lady found me another model...on back order til middle of April. I decided to cancel the entire order.
On 3/13 the local store called the next morning and had the stove and dishwasher on the truck for delivery. In a moment of weakness I called bestbuy.com back and told them I would take delivery of those two appliances. The agent I talked to said she would call me back...but never did. The drivers delivered those two.
On 3/14 I rec'd an email from bestbuy.com saying my order was complete and ALL appliances had been delivered. I called bestbuy.com and explained that I didn't get the fridge and range hood. They called the local store and confirmed this was true but was unable to give me a credit back on to my card due to the policies. He couldn't cancel the order since the system showed it delivered. The agent said that he would be off for 2 days but had talked to the store and would follow up on 3/17. We spoke multiple times with over an hour of time spent on the phone.
On 3/17 I get an email from bestbuy.com saying that my fridge was due to be picked up and returned to the store. I get a second email from the agent offering me a $50 coupon for my trouble and saying everything was taken care of. I again call back to bestbuy.com, spend 30 minutes on the phone explaining the situation and being told I would have to wait for the agent who handled my case to be back on duty.
On 3/18 I get a call from the store to schedule DELIVERY of my fridge and range hood. I called the store to explain yet again the situation.
I am an executive and at this point I have more than spent the amount of time in $$$ any possible savings I got from shopping with bestbuy.com. I plan on filing formal complaints with the BBB both locally and in best buys corporate headquarters city location.
Mistakes happen. However this is ridiculous. I am not being some crazy customer. I am simply frustrated with the inability of ANYONE to simply fix the problem.
@Dorothy_BestBuy
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