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New Member
Posts: 2
Registered: ‎03-07-2017
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complaint

[ Edited ]

Hello I was wondering how I can file a complaint against the delivery department?  We purchased 4 major appliances on 2/18/17 and set up a delivery date of 3/3/17.  2/28 I called to see if the date could be moved sooner and was told that it couldn't. I kept the original date of 3/3 delivery. 3/3 came and our delivery time slot passed. I missed work for the day for no reason and was out 8 hours of leave which is a big deal for me as I have a disabled daughter and spend a lot of time in the hospital with her. I contacted the 800 number and was told the delivery had been changed to 3/13 because the microwave was on back order. I was told that someone contacted me 2/28 to let me know. I explained to the representative named Cindy that I called best buy on the 28th, I was never contacted nor was a message left on our voice mail ( the phone number under our account is {removed per forum guidelines}. I explained to Cindy that we have a disabled child and her IV fluids and feeding tube formula needs to be refrigerated. It is very hard to carry her pole and pumps along with all her supplies elsewhere for the night. We had also already made an appointment with our contractor to come install the appliances the evening of the 3rd due to us needing the fridge for our daughter. We had to end up paying him anyways becuase he didn't accept any other work for that time slot and had to end up staying in a hotel. We had been staying with our in-laws whom live 2 hours away. Needless to say I was upset as this was a large purchase of $3,000. Cindy was awsome and was able to arrange the delivery of 3 products the following day.  I have no clue when the microwave will be delivered and again I have to pay our contractor to come install it once it gets here. This has been the worst and most expensive experience we have had with Best buy. We are on such a tight budget due to our daughter's medical bills that this extra money wasted really put us in a bind. I understand that things happen but to not contact the customer is unacceptable as you do not know what the person's situation maybe.

Member
Posts: 15
Registered: ‎02-20-2017

Re: complaint

ijramirez,

 

I am very sorry to hear that you have had to go through this experience in regards to gettting your appliances, plus the extra money and time that you have had to spend with regards to your order and I also agree that the lack of communication I am sure is beyond frustrating and unacceptable. I know that I would be very upset, especially given the circumstances. I am happy to hear though that the last agent that you spoke with was able to get those appliances scheduled for the next day. As far as any questions you may have about the microwave being delivered or any questions in general I would urge you to reach out to Geek Squad Appliance Services Dept, they should be able to answer any questions that you may have or be able to find the correct answers for you as they work closely with other departments as well. We do appreciate all feedback that we receive as it allows us to make sure that all customers are taken care of. A Best Buy Social Media Specialist and or Best Buy Moderator should be responding shortly to offer you more options and an official response to make sure that you as well as all of your concerns are addressed and taken care of. Agian I do greatly apoligize for all the issues and obstacles that you and your family have had to deal with surrounding this order.

 

Jess

I am an Appliance Services Geek Squad Agent, but the views, opinions and recommendations that I post or offer are my own and not that of Best Buy or Pacific Kitchen and Home.
***Please be aware that I am not able to issue official responses and that my posts are only here to help and provide options before an official response is offered and made by a Best Buy Social Media Specialist or Best Buy Moderator***
Posts: 7,939
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Registered: ‎09-29-2008

Re: complaint

Hey ijramirez,

 

I am so sorry you took a day off work for nothing, and I can't agree more that if we needed to reschedule this delivery we should have been contacting you in advance. I was happy to hear that Cindy was able to at least get most of the appliances delivered the next day, and I have confirmed this microwave is scheduled to be delivered on Monday 3/13. Is there anything specific you need me to get done for you at this point?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎03-07-2017

Re: complaint

Thank you for responding. I went to the store yesterday and canceled the microwave order. The representative said it is now backordered until April. I ordered the products in February. 2 months is a ridiculous wait. Lesson learned.
Posts: 7,939
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Kudos: 332
Blog Posts: 47
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Registered: ‎09-29-2008

Re: complaint

Hey ijramirez,

 

Thanks for the clarification, and I can certainly understand you not wanting to wait that long for this microwave. Unfortunately backorders do sometimes happen in the appliance world, and there really isn't much a retailer can do about it. Did you order a different model? Do you need anything specific from me?

 

Thanks,

Allan|Senior 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: 3
Registered: ‎03-14-2017

Re: complaint

This is so typical of Best Buy.  You did nothing for him but continually ask, "Is there anything specific you need from me?"  I think all customers are in the same accord - give them promises that you people have changed the way you conduct business.  Give them promises that you won't do the same thing to another customer.  Give them promises that you will cease doing this to anyone else.

 

Personally, I think you should have given him something for everything you put him through.  I think you should have cut some of your profit out because he had to incur expenses that should never have happened.

 

In the end, you really do nothing for your customers except say, "Now that you've complained, now that we've given you bad service, now that we finally did what we should have done to begin with, is there anything else you need from us?"

 

Your response is pathetic!  Best Buy should have tried to make it right for what they put the customer through.  Perhaps if it started to cost Best Buy money, they would truly make changes!  Until that happens, Best Buy's customers will have to endure this lack of service that they are so well known for!

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New Member
Posts: 6
Registered: ‎03-14-2017

Re: complaint

Agreed.

Posts: 7,341
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Registered: ‎09-29-2008

Re: complaint

This message has been merged with the topic entitled, "Re: INSTALLATION RUN ROUND."

Posts: 7,341
Topics: 240
Kudos: 396
Solutions: 299
Registered: ‎09-29-2008

Re: complaint

This message has been merged with the topic entitled, "How do I file a complaint against best buy.com customer service?"