09-09-2017 11:55 AM
I would not recommend purchasing an applaince with delivery and installation from Best Buy. It will hard for me to ever again return to Best Buy for an appliance purchase or advise a friend to shop there for anything major.
I purchased a washer, driver, dishwasher and over-the-range microwave with delivery, installation and haul away. This was a big purchase for us, one that happens maybe once every 15 years.
The website buying experience was OK, after that there were a series of mis-steps with the dryer return that required dozens of calls, multiple transfers, long wait times, incomplete information and no-one empowered with complete authority to solve the problem. Most of the employees were nice - it's not about them, it's about the disconnected back-end systems and their lack of access.
In addition, the first delivery came 2 1/2 hours after the 8-12 am window. The second delivery, which was scheduled from 8-12 am, was re-scheduled by the BB third party delivery team to 4-8 pm! Why? Because they geo-optimize the route. It's convenient for them but totally disregards the window we selected when the purchase was made.
Throughout the process, I was never able to speak to a senior supervisor - something I would still like to do. Only one person was able to approach being a customer advocate. The entire expeience has resulted in wasted hours and extreme frustration. I would give BB a failing grade on nearly every aspect of this purchase.
09-12-2017 03:47 PM
I appreciate you taking the time to reach out to us here on our forum, and I am very sorry with all the problems you've had getting these appliances delivered and installed. It certainly should not have been this difficult for you. Appliances are a major purchase, and customers should be able to expect the process to be a smooth one.
I can say that unforeseen circumstances could cause an appliance delivery to be later than the window of time initially given, but going from 8am-12pm to 4pm-8pm is a bit much. I am not aware of a Senior Supervisor position at Best Buy, but most supervisors report to a manager. Outside of store managers the position of manager is not usually a customer facing position.
Has the delivery and installation of these appliances now been completed? Is there anything specific you need me to get done for you?
|Allan|Senior Social Media Specialist | Best Buy® Corporate|
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