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Posts: 1
Registered: ‎07-16-2017

Lousy Customer Service and Experience

I went into the Charlottesville, VA store and purchased a large screen TV and sound bar on July 3rd with delivery/install scheduled for the 7th.  I signed up for Geek Squad installation since we had just moved and wanted the install done fast and hassle free.  On the morning of the 6th I received a call confirming the time window for the install.  The afternoon of the 6th I received an automated call stating the appointment needed to be rescheduled.  I called the 800 number.  The sound bar was on back order and wouldn't be available until the following week.  The TV was available and could still be installed on the 7th.  No show on the 7th.  
 
On the afternoon of the 13th, I received an automated call stating the appointment needed to again be rescheduled.  I called the 800 number and again was told the sound bar was on back order and wouldn't be available...this time until mid-August.  The agent said I needed to call the store to separate the TV and soundbar orders so I could still get the TV.  I talked to a store manager who was only able to separate the orders by cancelling the sound bar order.  He said I was all set for the TV install on the 15th.  No show on the 15th.  I called the store and was put on hold for ~20 min after which I was informed the "Geek Squad" install had been outsourced to a 3rd party who had not shown up.  A store manager was working to come up with a resolution and they would contact me.  After 3 hours I went to the store, picked up the TV, and cancelled the install service.  
 
This was lousy customer service and a frustrating experience.  The numous agents I had to interract with wasted my time and utlimately did nothing to resolve the problem.  I will avoid using Best Buy in the future - I would do no worse just buying online from a faceless online retailer. I'm posting this so that "corporate" Best Buy knows of this experience.
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Registered: ‎04-18-2017

Re: Lousy Customer Service and Experience

Hello There HeatherK-

 

We certainly appreciate you stopping by the Best Buy forums to bring this experience to our attention.  It was disheartening to read about the many obstacles you endured with this order of a TV and sound.  Our Charlottesville, VA, location was lucky to have you as their customer, and please accept our apologies for this mishap. 

 

I was able to locate a phone call that was made on the 13th regarding the same matter.  It’s disappointing to see the agent was unable to offer you the option you were hoping, and ultimately the order was cancelled. 

 

We can assure you this experience will be documented with us, here at the corporate headquarters, and we are so grateful for all the time you spent writing to us.  I’ll hold onto hope you are able to visit us in the future so we may make this up to you!

 

Sincerely,

JJ|Social Media Specialist | Best Buy® Corporate
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