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New Member
Posts: 4
Registered: ‎12-18-2017

No show for delivery/poor customer service

[ Edited ]

order# {removed per forum guidelines} I'm writing to express my disappointment with your company. I had an older TV that was showing signs of deterioration and decided Black Friday would be the perfect time to purchase a new one. I considered Walmart because they were having some amazing deals as well but decided to go with Best Buy because I believed your company to have a higher quality of service.  I was up until almost 4am due to the website being so jammed with people buying deals that night online therefore causing slow speeds in processing. In the end I was happy though because I felt I got a great deal.  After having my Westinghouse 55' smart ultra HDTV for only a week it started acting up, not turning off with the remote or with the power button located on the TV. After it did that several times I felt it was necessary to exchange it for a new one. I called and they said they would have a delivery person come out on 12/16 between 8am and 12pm. I went ahead and blocked off my schedule. I received a confirmation phone call the evening prior however no one ever showed up to deliver the TV. I never even received a phone call, email or text with a cancellation. I even waited past 12 thinking maybe they were late.  When I called the customer service number later that day I spoke with a woman that could only tell me that the driver had called out that day. I asked her "wouldn't it be Best Buy's responsibility to call me and cancel?" Since she really couldn't explain she transferred me to the delivery department where I sat on hold for 20 minutes until the phone disconnected. I later called back to continue to get the run around. One associate who in hindsight I had wish I had gotten his name was particularly rude saying things like "what's a manager going to do for you that I can't" and "the manager is too busy to talk to you". After another 30 minutes later we got off the phone with their only resolution to set up another delivery date in which I would have to block off another 4 hour window.  That to me is not a viable option. I'm self employed and I'm on call. Blocking time off means a loss of income for me and I've already given 5 hours of my time to this issue and I can't devote another 4 hours.  I would like to be able to exchange this TV in store for an equivalent TV without having to pay any difference if the model TV I have is not available in store. I feel that is more then fair considering everything I've gone through and my limited ability to block off time at home.  I'm not sure who is going to read this but please make sure it gets into the appropriate hands. order #{removed per forum guidelines} thanks, Katie

New Member
Posts: 4
Registered: ‎12-18-2017

Re: No show for delivery/poor customer service

UPDATE 24 hours later. i haven't heard anything back so I thought i should try to schedule a delivery. I'M concerned that if I wait too long I might not be able to exchange the tv. When i called they said the earliest they could come out would be December 30th. thats so far out and i will be away for the holidays. Now we are looking at January and when i asked if i could still do an exchange then the woman didn't know and put me on hold. the phone then disconnected again. never got a call back. so disappointed and frustrated.
Posts: 396
Topics: 5
Kudos: 38
Solutions: 16
Registered: ‎10-19-2017

Re: No show for delivery/poor customer service

Hello Katie,

 

Thank you for joining the Best Buy forum community, though I’m sorry that it has to be under these circumstances.  With all the extra volume coming in during the holiday season we haven’t been able to answer questions as quickly as we would like.  I’m sorry for any inconvenience this may have caused. I’m disheartened to hear that your Westinghouse 55 inch TV is having troubles.  Having to do an exchange is not ideal for you or for us and we would prefer if your TV had worked reliably to begin with. 

 

Though I understand that waiting for a new delivery can be very frustrating, I’m glad that they were able to set up a day for you. In looking at the order number that you proactively provided it appears that you are scheduled for the exchange today (12/29/17) in the 12-4 window. As you noted, our delivery windows are 4 hours, so thank you for your patience during that process. 

 

Best Buy tries to provide great customer service to all of our customers so if that was not your experience I am deeply apologetic.  Being rude or disrespectful to customers is not something that we find acceptable.  I also agree that if a delivery agent was not going to complete a route that someone should call to let customers know that a delivery is not happening so that they can properly plan their days.  From what I understand, communicating something like that is something that we already expect from delivery teams.  I appreciate you providing this feedback as it can be used to influence coaching opportunities and training going forward. If you have any further comments or concerns, please let me know. 

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎12-18-2017

Re: No show for delivery/poor customer service

Well I'm totally frustrated now. Finally got the exchange but left for vacation shortly after so only set up the new tv up 2 days ago. Tonight my family and I sat down to watch a movie after a long week and guess what? The TV is not working! It turns on but half the screen is black and half the screen is green and pixelated. When you press any buttons on the remote or tv nothing happens, it just stays that way.
New Member
Posts: 4
Registered: ‎12-18-2017

Re: No show for delivery/poor customer service

Calling customer service is so frustrating. I keep getting transferred around and having to tell the story to multiple people and then an automated message says please hang up and try again. I've spent so much time on hold. I don't know how to get help!
Posts: 396
Topics: 5
Kudos: 38
Solutions: 16
Registered: ‎10-19-2017

Re: No show for delivery/poor customer service

Hi Katie,

 

I’m so sorry to hear that the exchanged Westinghouse TV is having problems. This definitely sounds very frustrating as being able to relax with your family is a great thing to do after a long week. Using your forum registration information I see some information from your previous calls.  I’ll be sending you a private message shortly with some additional information. You can access your private messages by logging into the forum and selecting the envelope icon in the upper right-hand corner of the screen. 

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!