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Posts: 1
Registered: ‎10-14-2021

5 Dropped Install Appts & No supervisor Available to Help!

We ordered a new dishwasher from Best Buy and it was delivered this past Friday afternoon, Oct. 8. We also had purchased the Total Tech Support so Install and Haul away were going be included. When Best Buy arrived, they said they wouldn’t be able to hook up the dishwasher until we had a plumber come out and install a 1/4 turn valve. We were a little annoyed that we didn’t know this ahead of time, otherwise we would have taken care of this before the dishwasher delivery Appt. But we reluctantly agreed and called a plumber who installed the new appropriate valve the very next day. Best Buy left the dishwasher in our garage in the meantime until our appointment could get scheduled. I called Best Buy back and had the new Dishwasher Install and a haul away appointments set for Tuesday, Oct 12th. This was 4 days after the original install date at this point. I received an email saying I needed to schedule my appointment, but I figured it was nothing bc I had already made the install/haul-away appointments. My husband took off work to be home for the install. Tuesday appointment time and no one showed up to install. So I called and was upset, Best Buy support said there was no record of there ever being a Tuesday Appointment for us, which was odd bc I had received confirmation texts on Saturday saying acknowledging the upcoming Tuesday Appointment. So I reluctantly rescheduled the install/haul-away appointment for this Saturday, Oct. 16. Two hours after I I had made the install appointment, I receive another text saying I need to schedule an appointment. Well now I’m upset bc someone on the Best Buy end is cancelling my orders so we have yo keep rescheduling. I called the Best Buy support number to clear things up and realize I am talking to the same man I was 2 hours ago. He acknowledges that there isn’t an appointment set (even though we had call 2 hours to make one.). He said that the last person had t saved it. At this point, I asked to speak with a manager or supervisor. It was nothing personal, but I really needed someone to figure out what was going on here, take care of the issue, and stop sweeping the dropped appointment issue under the rug like it was no big deal. The employee didn’t like that I requested a manager and threatened to take away the appointment and therefore prolonging install if I still wanted to speak with the manager. Well, now I really needed to speak to a manager, so I waited and he warned me that it would take a really long time. He stuck my on hold and 10 minutes later comes back on the line saying that if I wanted to go ahead and schedule the appointment, it would be better for me since otherwise someone may take that appointment. Feeling I had no other choice, I rescheduled the appointment for the same time slot, Saturday, October 16. Like clockwork, about 2 hours later, I received a text that I needed to schedule an appointment. So I called up again to find out what happened to our appointment. Again, the employee said that there was no record of an appointment. I again ask to speak with a manager and explain to her the situation. She says we can take that same appointment time that I should have had to begin with but at this point I can’t trust Best Buy’s scheduling. The employee goes to find a supervisor but says he is very busy and In a meeting and that the supervisor would call me back on Wednesday morning to discuss the issue. She also rescheduled our appointment for the same time/date for this Saturday. Wednesday comes around and I receive no call from the said supervisor. At exactly 10AM (probably 2 hrs. After Best Buy opened) I get another text saying I need to schedule an appointment. I’m so frustrated at this point, I wish I could just return everything. I called again to clear things up, find out that the appointment was never scheduled and go through the same song and dance of asking to speak with a supervisor or manager without any success. The employee rescheduled my appointment and says that the supervisor would call back to discuss. I don’t receive a call from the supervisor. I go online Thursday AM yo double check that the 2 appointments are still there (Haul away and install). My Best Buy screen is only showing 1 appointment for Haul Away but not install. I call AGAIN and ask to please speak with the supervisor. The employee takes notes then says she would look for a supervisor and share the notes with them. 20 minutes later she gets back on the phone and says that the supervisor is ready to speak with me right now. I am put on hold for about 40 more minutes and suddenly Best Buy drops the call. I am livid. I have wasted a lot of time trying to follow up with Best Buy and not been heard or respected as a customer. Who do I need to reach out here to make this happen and make this right? Do I go into the store? Calling isn't working and I am blown away that any business could stay in business treating customers like this. This experience has been awful. What should my next steps be?
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Registered: ‎08-21-2017

Re: 5 Dropped Install Appts & No supervisor Available to Help!

Good afternoon, Stockdm,

 

Thank you for taking the time to visit us here on our community forums and letting us know about your experience schedule this appointment. I know if I were in your shoes I would be very confused why these appointments were disappearing so soon after scheduling them. We strive to provide expert service no matter how you get in touch with us so I'm disappointed to hear that our phone agents have been unable to resolve this. I would be glad to take a look into this to see how I may be able to help.

 

I'd like to begin by reviewing your case and order history and will need some information to get this process started. Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

Order number

 

You can send me a private message by clicking on the blue button at the bottom of this post across from my name. I'll keep an eye out for your message.

AndrewB|Social Media Specialist | Best Buy® Corporate
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