Delivery & Installation

[sunsachs]

I can't tell you how frustrating it is to break down our entire home entertainment center 3x in anticipation of a TV delivery and installation only to have the CRST Home Solutions service NO SHOW every time. Calling Geek Squad and CRST Home Solutions multiple times proved useless every time each representative said they couldn't reach the driver and had no idea why it was canceled.   Bottom line...

The best buy notification system is 100% disconnected from what's actually happening on the ground and it keeps sending text messages saying everything is on track, prepare your space, complete checklist etc.    Meanwhile CRST Home Solutions is clearly overwhelmed and overbooked and has zero accountability in terms of unplanned cancelations.  

Best Buy should fire CRST Home Solutions or at the very least make them pay a penalty/install for free so they have some kind of incentive to actually do what they were paid to do.

The bottom line is Best Buy has no business offering these services when they can't manage the communication or  process between these third-party vendors.  Best Buy regroup and take a page from AAA who has figured this out.

Needless to say after all these disruptions during thanksgiving and Christmas and the new year holidays I'm done and canceling the entire order.  WILL NEVER USE THIS SERVICE AGAIN

[sunsachs]

Funny story...while I was writing and on the phone on hold with CRST this Best Buy sent another text auto-rescheduling the appointment for Jan 11th without my permission or approval.    WHAT AN INCREDIBLE MESS THIS IS 

[Kadian-BBY]

Welcome to the Best Buy Forums!

Hi sunsachs. Thank you for taking the time to stop by our community forums and letting us know about your delivery experience. This sounds frustrating indeed and is never what we expect to happen. With the holidays I know we all have a lot going on, so I know it's not ideal to have to take a part your entertainment center multiple times. 

I would be happy to documents your feedback, and take a closer look into this, to see what happened. Please feel free to send me a private message by clicking on the blue button next to my signature, with your full name, phone number, and e-mail address. I look forward to hearing from you.

Sincerely,

[sunsachs]

Still unresolved.   Sadly because of my points above where the best buy system is totally divorced from the CRST Home Solutions there was no data to be found to explain why all three deliveries were canceled without warning and near the end of each delivery window.  Every time I called  CRST Home Solutions they always attempted to reach the driver and every time said they couldn't reach the driver and didn't know why the order was canceled.   Nothing more frustrating than rearranging plans, breaking down the entertainment center and waiting 8 hours only to find out the delivery was randomly canceled.   Seriously hope Best Buy does something about this.  Clearly, a pattern when it comes to  CRST Home Solutions if you google them and look at their best buy delivery reviews they are all one star. 

[BrandonF-BBY Social Media Specialist]

Hello, Sun,

I have reached out to you to assist through your private message to us, and do look forward to continuing our conversation there.

Best,

[sunsachs]

The fact remains the service was terrible with no valid explanation as to why 3x install dates were cancelled after waiting a total of 24hrs, wasting our time breaking down and resetting up our old system 3x and upsetting me and my family during both thanksgiving and Christmas We walked away from an entertainment system and I’m still dissatisfied.