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New Member
Posts: 5
Registered: ‎05-30-2018

Horrible Appliance Install and Customer Service delaying our Move-in Date

I recently came back to Best Buy after not purchasing anything from this store for a while. We ordered a washer and dryer for our new build home and ordered delivery and installation for today, May 30th. This date was specifially chosen to fit our move-in date and needs to be completed to get sign-off to move in. 

 

Today, our appliances were just left at our home without being installed even though my confirmation email lists install. When I called the installation driver, he hung up on me. I then proceed to be transferred to about 4-5 seperate people within Best Buy with a number of different excuses, such as computer glitch, or that we didn't purchase the installation equiptment. Well, I spoke to someone when I ordered install, so the fact that they did not add the necessary equiptment is a huge mistake on Best Buy's end. The last straw was when a supervisor in the Appliance Services department -Christine- rudely indicated that she could not help me bc she needed to speak to my husband. They indicated HE has to call back and schedule install and that cannot happen until AFTER the date we are to move- which means our move may likely get delayed. This is absolutely unacceptable and I regret buying appliances here. 

 

I do not intend to drop this and I will be taking action if this is not corrected asap.

 

Thank you

Posts: 5,253
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Blog Posts: 12
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Registered: ‎01-21-2014

Re: Horrible Appliance Install and Customer Service delaying our Move-in Date

Thank you for joining the Best Buy Support forum, ktextoris,

 

Congratulations on your new house! Building one from scratch can certainly come with its own set of challenges, but overall, it should be an exciting adventure! It’s one reason why it’s incredibly disheartening to hear there was a mix-up with your appliance purchase that’s subsequently threatened your potential move-in day. Without viewing your order specifically, I can’t say what happened to cause the problem; however, I certainly want to review your case to see if we can help get things back on track.

 

As you may have discovered, the team completing an appliance delivery may not always be the one installing the purchase. This could be because the individuals dropping off the order may not be certified to complete an install, particularly we may need to complete any specialty work to ensure the functionality of your appliance. Ultimately, this could mean another team entirely would need to visit your home to complete the service, and this admittedly may require an additional appointment outside of the delivery. We should be fully explaining this to you when setting up service if that’s the case though, and I apologize if we failed to do so when reaching out to us for assistance, particularly if we were less than respectful at the time. While true that we would only be able to speak with the original purchaser on file due to our Privacy Policy, I appreciate you letting us know of this. I would be happy to help however possible.

 

I’ll need some additional information from you to investigate further though, so please be on the lookout for a private message heading your way shortly. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.

 

Sincerely,

Alexandra|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎05-30-2018

Re: Horrible Appliance Install and Customer Service delaying our Move-in Date

This has been a complete waste of time. They have refused to work with me and this has been the biggest joke. 

New Member
Posts: 5
Registered: ‎05-30-2018

Re: Horrible Appliance Install and Customer Service delaying our Move-in Date

The installers came out today this still isn't resolved and they didn't install the appliances. I have never worked with such a poorly ran company. I don't even know who to contact anymore to get this resoved. 

Posts: 5,253
Topics: 299
Kudos: 177
Blog Posts: 12
Solutions: 263
Registered: ‎01-21-2014

Re: Horrible Appliance Install and Customer Service delaying our Move-in Date

Hello ktextoris,

 

I realize this situation has been far from ideal, and I'm incredibly sorry for not replying sooner. I was unexpectedly out of the office for the past few business days, and I regrettably wasn't able to reply to you as quickly as usual. 

 

That said, it appears I'm still waiting to hear from your husband as requested. Because he is the original purchaser on file, I would need confirmation from him before proceeding as advised in my last private message. 

 

Sincerely,

Alexandra|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎05-30-2018

Re: Horrible Appliance Install and Customer Service delaying our Move-in Date

As I mentioned above, my husband sent you a reply on Thu 5/31/2018 at 11:46 AM. I don't appreciate being dismissed like this and I will absolutely never purchase from Best Buy again- and I will be sure to spread the word to everyone I know. 

 

-Kim

Posts: 5,253
Topics: 299
Kudos: 177
Blog Posts: 12
Solutions: 263
Registered: ‎01-21-2014

Re: Horrible Appliance Install and Customer Service delaying our Move-in Date

Hello Kim,

 

I realize this situation is far from ideal, particularly as you've been waiting patiently for some time now. I definitely want to get this taken care of for you; however, we'll need to go through one more verfication step in order to confirm your husband's identity due to our Privacy Policy. This is why I asked him to reach out again. If this is not an option though, please know may always call us at 1-888-BestBuy (1-888-237-8289) for additional assistance. 

 

Respectfully,

Alexandra|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: 5
Registered: ‎05-30-2018

Re: Horrible Appliance Install and Customer Service delaying our Move-in Date

No, this is not acceptable and I am done wasting my time with this company. No need to respond anymore, you have lost a customer for life and I will be sure to explain my experiece on other types of social media so that people also stop shopping at Best Buy. 


Good luck staying in business with this type of customer service,

 

-Kim