09-11-2017 11:52 AM
I ordered a new washing machine (a replacement for an unrepairable, leaking machine under extended warranty). Delivery was scheduled for Thursday 9/7. I had to take a 1/2 day off of work to be home for the delivery. The delivery men unboxed the machine and it was dented. They put me on the phone with a Geeksquad rep who rescheduled the delivery for today (9/11) between 8 a.m and noon. Rather than permitting the delivery men to hook up the new and dented washer (cosmetic damage only), she made them reinstall my leaking washer and take the damaged washer away. That seemed not a big issue, as she indicated that the replacement would arrive just a few days later. So, I again took time off of work to await the delivery today. No one called or showed up, so I called customer service. After 10 minutes on hold I was transferred to someone in the appliance delivery area. She stated that the washer is now backordered. I asked why I wasn't notified (very politely) so that I would not have sat at home all morning awaiting delivery and she presumably just hung up, as the line went dead. I called back. After 15 minutes on hold, I was again transferred to someone in applicance delivery. She listened and said she would transfer me to someone else. That person indicated that the washer is backordered and delivery was scheduled for October 9. I asked why I wasn't notified, and she apologized and had no other answer other than I should have been. She said I might be compensated for my inconvenience, but added that she couldn't discuss that until after the washer is delivered. She did not explain how that process would work, so I asked "So I have to call back and go through this whole process again to get an answer on that?" She said that was correct, adding that I should mention that I am calling about "final compensation." Respectfully, I have been an Elite customer for many years and have never seen anything like this from Best Buy. I conduct 90% of my shopping through Amazon, as that company understands what it means to provide great customer service and the treat the customer as something other than an inconvenience. Best Buy is one of the few brick and mortar stores I regularly patronize. This experience seems to suggest why the "Big Box Stores" are being crippled by Amazon.
09-13-2017 11:34 AM
Although I wish your visit to our forums were under more fortunate circumstances, I am glad you’ve joined our Community, and reached out to us regarding your recent delivery experience. From my own experience, I know it’s never fun to give up half your day waiting for a delivery team to come to your home, and that fact that you’ve gone through it twice now, and still haven’t received your washer is especially disheartening. With that said, you’ve definitely come to the right place for help, and I’ll do everything I can to make sure this is taken care of.
I’ve located the order in question using the information you’ve provided upon joining our forums. As I mentioned, I want to make sure this delivery is handled properly from here on out, which is why I’ve forwarded your information to our Geek Squad Customer Care team. They are best equipped to make sure things go smoothly for you from here, and you should be hearing from a representative soon. Going forward, they’ll be your point of contact regarding this delivery, and I’m optimistic they’ll be able to resolve this for you.
Thanks for posting,
|SeanM|Social Media Specialist | Best Buy® Corporate|
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