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New Member
Posts: 3
Registered: ‎03-02-2019

escalation required




I was told that I would receive an escalation call but have not received a call and its been 1 week.

I ordered a 75in tv and paid best buy to install.

The install was late and didn’t receive a call so I called and they told me that it was cancelled but asked me to call back in 30 min. I did so and they told me that they weren’t sure what was going on but would send someone soon.


When the worker arrived (late) he came by himself (for a 75in tv install) and didn’t have a TV mount. The worker asked me to help take off theTV from the truck even though I had recently torn my achilles tendon and was in a medical boot.

The worker went back to the store to get a mount and it was the completely different store I purchased the TV from and took over an hour.

Once the worker came back he got to work right away and completed the job. He asked me to help him lift the TV and mount on the wall and told him I didn’t feel comfortable but since we didn’t have any other options I would have to do so.


The overall job took 8 hours as he didn’t finish until 415 pm and waited from 8am.


Best Buy Gaps:


  • The issues were Best buy didn’t know where their 3rd party company was at and told me they couldn’t get ahold of them.
  • They arrived late with out notice and was unorganized.I was told I received a call but worker didn’t leave a VM ( hard to believe)
  • The worker who arrived blamed Best buy and Best buy blamed the worker.
  • The best buy sales person who sold me the TV at the store didn’t charge me for a TV mount even though I paid for a new TV, install and after buying everything else including a 200.00 program.
  • The worker who arrived asked me to help lift the TV with a ruptured achilles tendon. We took the TV off the truck and mounted on the wall as the last and only way to get the job done.
  • I was told I would receive a call to improve my experience since I am an active member but didn’t receive a call.
  • Lastly I am wasting 30 more minutes on something neither of us should have had to read or write.

There are several iterative processes that need to be addressed in order to keep the Best buy experience maintained.


Please help me with this problem.

Posts: 2,820
Topics: 94
Kudos: 189
Solutions: 104
Registered: ‎09-29-2008

Re: escalation required

Hi, perodrig,


Welcome to Best Buy's online community. Congratulations on the purchase of a new 75'' TV! I recently upgraded technology, and viewing movies have never been more fun. It is disappointing to learn that our delivery team asked you to assist in the unloading and mounting of the TV. This is not the experience that Best Buy seeks its customers to have, and I apologize for all the trouble that this delivery has been for you.   

I appreciate the feedback that you have shared with us and will be happy to look into the status of your escalation. To further assist, send me a private message with your name, email address, and phone number? A private message can be sent by logging into the forum and selecting the envelope icon. 


Thank you,

Karina|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎03-02-2019

Re: escalation required

Just sent you a PM . Please let me know if you have any other questions.
New Member
Posts: 3
Registered: ‎03-02-2019

Re: escalation required

I haven’t received an update from you after I sent a PM.
What is the purpose to log on to the forum if we are not going to receive a response. I really thought we would hear something soon and put a solution in place.