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New Member
Posts: 2
Registered: ‎04-27-2022

Fraudulent claim from Best Buy that paid Installation took place - Need to report to Compliance

[ Edited ]

I purchased a Treadmill and added Professional Installation Service online.  The scheduled delivery and installation was scheduled for Monday, 1/24/2022, between 11 – 2pm.  I waited at home the whole day and no call, email, or text when 2pm as past.  At 3:28 pm, I received a text from Best Buy informing me that they are double booked and is trying to see if they can still come today and will get back to me. 

At 3:52pm, I texted back, requesting an ETA, and I texted again on 4:38pm and 5:08pm.  I also called Customer Service and they tried calling the dispatch team, but no one picked up.  Customer Service advised that they left a voicemail and that someone will get back to me.  I called again and spoke to the Geek Squad.  The gentleman who helped, tried calling them as well, but no luck in speaking to someone.  He advised me that our conversation is noted in their system.  I requested that I only want delivery now, and to cancel the Professional Installation Service.  He said it is noted.  He also mentioned someone from the delivery/installation will call me to reschedule since it was not deliver/install today, 1/24/22. 

I finally received a text back from Best Buy (we no apology whatsoever), letting me know they will put me down for Wednesday for delivery/installation.  I texted back that I don’t want to cancel installation and just want delivery, and to let me know if they can deliver tomorrow, 1/25/22.  Best Buy texted back and double checking if I only want delivery. I texted back, confirming delivery ONLY.  Best Buy texted back and advised that since it is delivery only, they could deliver tomorrow, 1/25, between 10am-2pm.  I accepted this change.

On 1/25/22, Best Buy delivered the treadmill, but no installation took placed.  I signed for the product and the 2 gentlemen left.  That evening, I checked on the status of the order online, and it showed that the treadmill was delivered on 1/24/22 and that installation was completed on 1/24/22. 

1/26/22, I contacted Customer service and requested clarification on why their system showed incorrect information and requested to get Installation refunded, since it never took placed.  Customer Service advised that this is noted, and the request is initiated.

On 1/27/22, I checked online again, and it still showed delivered and installed on 1/24/22. 

1/31/22, I tried calling Customer Service but the wait time was too long, so I did the online Chat on Best Buy.  I chatted with Agent – Kieara.  I explained the situation and she confirmed that the refund for the installation is issued and will take 5-15 days for the refund to show up.  I also requested an email confirmation and she advised that I should received an email confirmation within 24 hours.  I confirmed my email address with her.  At the end of the Chat, I requested a transcript, but did not received one.

2/4/22, I went online and went on the Chat again, since I did not get the email confirmation.  Chatted with Norton K.  He said he can assist with the refund, but his computer was not working and cannot initiate the refund and advised me to contact the Customer Service #.  I called Customer Service and provided them the case ID {removed per forum guidelines}.  I was transferred to Erin and was advised that the request was submitted on 1/27 and that I should hear back within 25 days or 2/25.

3/16/22 – Received a call from CRST (3rd party service with Best Buy) to inquire on the installation.  I advised them that installation did not happen through CRST and asked when should I expect to see my refund.  She said they do not do refund and I should call Best Buy.

 

As of 4/27/22, no email, text, or call from Best Buy to resolve this fraudulent claim that service was rendered.  Extremely disappointed and frustrated with this.  Best Buy claimed to be an "Ethical Company", but this is clearly unethically.

Posts: 21
Topics: 1
Kudos: 2
Solutions: 12
Registered: ‎12-30-2019

Re: Fraudulent claim from Best Buy that paid Installation took place - Need to report to Compliance

Hi there, Nospine,


Thank you for joining our community here on the Best Buy Forums. We strive to provide our customers with the best service possible whether shopping with us or reaching out for support on your recent delivery.

 

I would like to look into this more and to see what may be possible! To start, please send a private message with your full name, phone number, and email address, along with the order number (if you have it). You should be able to do this by clicking the blue button near my signature. 


Best,

Lindsay|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: 2
Registered: ‎04-27-2022

Re: Fraudulent claim from Best Buy that paid Installation took place - Need to report to Compliance

Hello Lindsay,

I clicked the link to send you a private message, but kept getting an error message, "None of the users have PM enabled. Message will not be sent."  Are you "Bill-BBY"?

Posts: 21
Topics: 1
Kudos: 2
Solutions: 12
Registered: ‎12-30-2019

Re: Fraudulent claim from Best Buy that paid Installation took place - Need to report to Compliance

Thank you for letting me know there are some issues going on, looks like there may be something wrong here. Please take a look at this post for some troubleshooting steps on fixing the private message issues, https://forums.bestbuy.com/t5/Other-Customer-Service-Support/Having-an-issue-sending-us-a-Private-Me...

 

Once you have done this, please try and message me again.

 

Thanks,

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