BestBuy.com

[Kfinnegan]

Hello,

Please help me. I am at my wits end with Best Buy.

I received a broken TV on 10/13. (this was a third part order via amazon)

On 10/19 I notified amazon and they sent my message to Best Buy,

Best buy returned my request and provided an order number. I replied and stated I needed to schedule a pickup as the TV does not fit in my car. I did not receive any reply back.

On 10/21 I initiated the return with Amazon which stated I could return the item until 02/23 

There was no pickup so I messaged Best buy again and was waiting to hear back

I called SEVERAL TIMES selecting the call back option and no one ever called back.

On 11/7 I stayed on the line for over an hour. The rep stated I needed to schedule a service. I told them the TV came broken, why did I need this? They said if the service rep decides it is broken, we can pick it up. I said fine.

On 11/15 the service rep called to state he was on his way. I told him the TV was broken and he laughed and said then I don't need to come. He stated he would call the warehouse to schedule a pickup. NO ONE EVER CALLED.

On 11/22 I called back and was told I needed to call Amazon, Amazon said to call Best Buy, Best Buy said to call the manufacturer, the Manufacturer said I had to call best buy. NO ONE COULD PROVIDE A SOLUTION.

On 11/27 after 1.5 hours on hold with a rep explaining the above situation, I was finally given a supervisor. That supervisor stated she scheduled a pickup for 12/4 from 7-7. I asked if I needed anything additional or to provide anything to her and she said no.

On 12/4 NO ONE CAME TO PICK IT UP

On 12/5 I called and was told there was no pickup scheduled in the system and that I was past the time when I could return it. Obviously this is unacceptable. I was transferred to the scheduling department and they told me they could not pick it up either. I was told "Why didn't you call earlier if it was broken"?

Like excuse me I HAVE 2 small children and own my own company. I do not have time to sit on the phone and wait for customer service, but I did call SEVERAL TIMES. Rep said they would have a supervisor call me in 1 hour. I waited by my phone ALL DAY. And guess what, NO ONE CALLED.

12/6 I just spent the last hour talking to a rep through the chat feature....providing all the same info just to be told to call another number. 

This is the worst customer service I have ever dealt with. I'm not even mad that I received a broken TV, I am FURIOUS that it is still sitting in my living room. I have wasted hours of my time on this and really could cry as I feel like no one is helping. PLEASE PLEASE PLEASE help get a pickup scheduled. 

My phone number is {removed per forum guidelines}

[Graham-BBY Social Media Specialist]

Hello and thanks for reaching out on our Forums, Kfinnegan!

Getting a TV pickup should be easy and we understand your frustration with this experience. We would like to assist and look into this further.

We have sent you a follow-up in the private message you have started with us.

Kindly,

[Kfinnegan]

Hi Graham,

I tried to respond to your private message and it said the limit of messages was reached.

ORDER {removed per forum guidelines}

Name {removed per forum guidelines}

Email {removed per forum guidelines}

[Graham-BBY Social Media Specialist · Accepted solution]

Hello, Kfinnegan.

I was able to receive your private message and  will follow up with you there. Please do not post personal information in public messages.

Kindly,

[Kfinnegan]

While I wish I knew to come here sooner, this problem was handled in a few emails back and forth.

Thank you so much!!!

[Graham-BBY Social Media Specialist]

Glad we could assist!

Kindly,