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Posts: 1
Registered: ‎07-12-2017

Delivery and Installation is a total failure

I went into a Best Buy Store on June 25th and purchased a range, dishwasher, and OVR microwave.  Promised delivery was July 3rd.  Went in on July 26th to cancel the OVR microwave and order a ventillation system.  The customer service agent at the store released the entire order in error.  After 1.5 hours in the store, the range and dishwasher were re-ordered with a delivery date of 7/5 and the ventillation on 7/12.  Range and dishwasher installion was done on 7/5, although the range apron was not screwed into the range and fell off after 20 minutes.  Today is 7/12...no ventillation system.  I have spent over 2 hours on the phone with Best Buy Corp and the Store...each playing ping pong and sending me to the other entity.  I have been promised four times that someone would call me back...no calls.  I, however, have called over 7 times.  And each time I am told a manager will call me back...and told the manager was not in.  The GM was supposed to call me back, no call.  I am on the phone at this moment with the Store and was told by the person answering the phone that the "manager" did call me back, she was with him when it happend.  Talking to the "manager" now who confirms he has not even heard of my case until this moment.  The intentional misleading of your customers is deplorable.  Every person has blamed another entity within the Best Buy organization...no one is helping...no one can explain what has happened...each person more useless than the next.

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Registered: ‎09-29-2008

Re: Delivery and Installation is a total failure

Hi wmercer,

 

Thanks for posting this to our forum, and I can of course understand you being upset having this Ventilation system not installed when you expected it to be. I sincerely apologize for all the back and forth you got from our phone agents and your local store. No one should be trying to place blame, but instead do what they can to get this resolved for you.

 

I looked at your work order and I show this ventilation system is scheduled to be installed on Saturday 7/29/2017 between 8am-12pm. I also see a case manager from our Geek Squad Customer Care team has been assigned to your concern. I have made this case manager aware of this post on our forum, and being that they are much better equipped to handle concerns like this I would encourage you to work with them moving forward on this.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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