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New Member
Posts: 3
Registered: ‎07-17-2017

Escalation Dept is a total waste of time

I had a delivery scheduled on Friday for a washer and dryer as well as stacking kit purchased through the King of Prussia, PA store.  Halfway through my delivery window, the 3rd party delivery guys called to tell me that the stacking kit was not at the warehouse and they would not be able to deliver both items.  Since then i've had the absolute worst customer service throughout the company.  First, I never received the call I was supposed to first thing that morning from the escalation center that there was a problem with my delivery.  Second, no one from the escalation center called me back.  I've called the center no less than 8 times, each time with a promise that the case manager or a "back up" manager will call me back within the hour.  I have been waiting 72 hour now for ANYONE (I have a list of all of the names of people I've spoken to at the escalation center who told me someone else will be calling me back) to call me back and reschedule the delivery.  I'm beyond frustrated and will never purchase an appliance from BB again.  I will make sure all of my friends and family know not to as well.  Shameful.

Posts: 7,920
Topics: 81
Kudos: 331
Blog Posts: 47
Solutions: 327
Registered: ‎09-29-2008

Re: Escalation Dept is a total waste of time

Hey darcymcg,

 

Welcome to our forum. I am honestly sorry that this washer and dryer delivery did not happen this last Friday 7/14/2017. I can also say if you were promised a call back you should have received that call. I do see that Angelica is your case manager with our Geek Squad Customer Care team, and she should have contacted you in regards to this.

 

I did look at your work order and it looks to me like we will be delivering these units tomorrow 7/19/2017 between 12pm-4pm. I will check on this on Thursday 7/20/2017.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Member
Posts: 19
Registered: ‎07-12-2017

Re: Escalation Dept is a total waste of time

Allan makes the same promises to every customer.

New Member
Posts: 3
Registered: ‎07-17-2017

Re: Escalation Dept is a total waste of time

Yes, delivery was finally set up for Wednesday after 10 calls by me. It's now 8:30 pm the night before the delivery and BB called to tell me that "I" have to go to the store to pick up a stacking kit for the delivery people tomorrow. Even though it's been on the order for months! When I asked if they even have the stacking kit in stock at my store, they said they couldn't access that information and I'd have to contact the store directly. 30 minutes before the store closed. I'm sure no one will be surprised that the store does not stock these kits! So looks like my delivery won't happen AGAIN. They'll bring that washer out to my house for a second time just to bring it right back to the warehouse. Great business practice BB. Allan, how are you going to get this resolved? Where's the compensation for my time trying to fix BB's incompetence? BTW, Angelique at the escalation center never called me back. I have a full list of all of the people I spoke with there that have done nothing but promise me someone else will get back to me within an hour. LOL. 

Posts: 7,920
Topics: 81
Kudos: 331
Blog Posts: 47
Solutions: 327
Registered: ‎09-29-2008

Re: Escalation Dept is a total waste of time

Hey darcymcg,

 

Whoever set up this exchange should have included the stacking kit, but for some reason they did not. I did read through the notes on your work order, and it does state if we are going to be able to complete this service today you would need to pick up a stacking kit at your local store as this delivery team has no access to this stacking kit. Did you get this stacking kit?

 

I can say as a company we do not compensate for incidental/coincidental damages. Regardless if anything is going to be offered in this matter that would be up to your Case Manager Angelica to offer you. You should have their contact information, and I would encourage you to reach out to Angelica if you need anything moving forward.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎07-17-2017

Re: Escalation Dept is a total waste of time

That's funny, because the salesperson who created the order in the first place told me today that he corrected the order immediately after it was created in May to reflect that the warehouse should have the stacking kit ready for delivery with the washer and dryer. He assured me that the current order in the system states that the stacking kit should be delivered.

 

No, I did not get the stacking kit.  I called the King of Prussia store as soon as I found out last night that *I* needed to pick up the stacking kit (8:15pm) and they told me that they never have stacking kits and of course they don't have them.  Again, the original salesperson this morning, Ray, assured me that I was never to pick up the stacking kit in the first place.  it was clearly, according to him, stated on the order for it to be delivered via the warehouse with the appliances.

 

What's been consistent with evey step of the process, no matter what department at BB I've been dealing with throughout this process (and it's been A LOT of them) is that it's always been someone else's fault.  No one has taken accountability for an error or miscommunication at any point along the way.  Frankly, Allan, your communication has been as useless as every other BB interaction I've had to date.  Not once has someone asked who I spoke with along the way.  I no longer have the time or energy to bring you up to speed, as this will obviously not assist me in any way.

 

For any potential customers looking to purchase appliances from BB.  Beware!! Go anywhere but here to make an appliance purchase.  This has been an extremely frustrating experience dealing with employees that have no accountability.