04-10-2019 07:49 PM
We purchased all our big appliances (cooktop, refirg, oven, micro, dishwasher) including warranteis and tech support membership from Bestbuy at Mountain View, CA. I was a big purchase! Paul, a sales there, helped us during our first visit. At the end of our visit, he said we should find him if we decided to buy. Since he was very friendly and helpful at at time, we just ordered from him. We were not sure if we are going to let best buy to installation all the appliances or just have our contractor installation for us. Paul said, we could buy the installation first to reserve a spot, and if we decided to go to our general contractor, he could easily cancel the installation anytime. With this being said, we purchased the installation for all. And our nightmare started.
A week later, we decided to let our contractor to install cooktop and wall oven for us, so we contacted Paul and he said he was off that day and asked us to contact customer service directly. Since we thought he is familar with our purchase, we decided to go to store the other day. So we found Paul and asked him to help us cancel the installation of the two. Paul said, no worries, no need to cancel. All we need to do is to tell the delivery+installation team to do the delivery only. And take a note from them saying that we didn't take the installation. We could get a refund when we bring the note back to store. And we trusted him, AGAIN!
So the delivery/installation team came as scheduled, however they insisted they have to do both delivery and installation otherwise they need to take everything back. We contacted Paul and he said he was off, AGAIN!! so we called the store and customer service. After one-hour of talking, delivery team agreed to leave the oven combination and cooktop without installation and bestbuy said they will refund us for the installation of the two. And the story contines.
Weeks later, we still didn't receive any refund, and we thought best buy was processing it, so we didn't double check with best buy. One day, we received an email saying oven and cooktop is scheduled for delivery and installation on 04/13. That's when we know that best buy didn't process our request from that one-hour-long conversation. We contacted Paul again with the hope that he could help such that we don't have to go to stores after work. However, he said he is OFF, again!!!!! We are so tired with this purchase, so many trouble. I guess we have to go to store again with the hope that it can be fixed this time. This is the worst shopping experience I've ever had. We trusted bestbuy so much before this happens.
The issue with Paul is that we were never able to find him (unless we go to store directly) ever after we made the purchase. He should not promise things that he is not sure about. And he should not only care about his customer before they made their purchases.
04-11-2019 10:20 AM
Hello and thank you for contacting us on Best Buy's community forums.
I can understand the need to have things done in a timely manner and that promises are kept when it after you speak with one of our employees. Can you tell me the store location where this purchase was made and have you tried speaking with the general manager?