Delivery & Installation

[baudencm]

Customer (no) service is just terrible. Been trying to get a hold of the delivery department for three days and have waited on hold literally HOURS with no response. I've left voicemails, no call back. Been told by Geek Squad (who is also worthless) I would get a call back within 24 hours. Nothing. ZERO communication. Delivery never showed on original day. Now they want me to take off work AGAIN to be there for the delivery after THEIR screw up. I see over and over in these forums that this company simply doesn't take responsibilty to fix their mistakes and expects the customer to bend over backwards to get the product they paid for. Best Buy certainly has no trouble taking my money. This is a customer killer. I will never shop there again based on this experience. Just. Fix. It.

[baudencm]

I love how Best Buy’s Facebook page says the best way to resolve issues is to post to the forums or call the number. I’ve done both, no response. Just like I told the guy today, NOBODY wants to accept responsibility and just do the right thing. It’s a bunch of finger pointing. Just like I told the lady last night, “what your’re telling me WONT happen” and she assured me, “yessir of course it will”. Well lady, it didn’t. And your attitude was not helpful. This company’s customer service is a joke. Pray to whatever gods you pray to that you don’t need to actually get help from these people. Because it wont happen. 

[jdogg836]

This forum operates on a first come first serve basis. Due to the holiday traffic, the mods haven’t reached your post in the queue. They will respond, but it will most likely take longer than a day.

If you require immediate assistance, you can reach out to Geek Squad at ‭1 (800) 433-5782‬.

[baudencm]

Hahaha! Geek squad?! Yeah I spoke with them 3 separate times and was literally lied to each time. Please someone go listen to the recordings. Promised callbacks, gift cards, and “confirmed” delivery times. Know what actually happened? Nothing.

[baudencm]

*Crickets*

Yeah we're on day 3 now of no response. Received a call on delivery day and they had ZERO idea of anything I had spoke to Geek Squad about. All of those reassurances that "yes, we can certainly get this delivered to you at that time", meant absolutely squat. Guess who got to take off work again (after being told no problem you don't have to)?? I even got a call from delivery after the fact (who is a 3rd party by the way) to ask about my experience. Know what they told me? "We're sorry sir there is nothing we can do, you'll have to call Geek Squad, we're a 3rd party, so we don't really know about all of the stuff you've been told/dealing with." That guy couldn't wait to get the angry customer off of the phone and despite me asking, "Do you really want to hear about my experience?" was told "it's not our fault". Guess what Geek Squad told me four days ago? "Yeah it's delivery's fault your package never showed at the original time. They will take care of you, I promise." 

Again, this company's attitude toward customer service, is, a, JOKE.

[Natalie-BBY Social Media Specialist]

Hello Baudencm, 

Thank you for sharing your experience with us. As you mentioned, you had a delay in receiving a response from us. We do work through the forums in the order the posts are received, and the holiday months are our busiest so it does take us a bit of time to work through each post. I understand you had a hard time trying to get answers about your order and several delivery attempts. Did you ultimately receive the unit, or is that still outstanding? Please send me a Private Message with your full name, phone number, and email address, using the link in my signature below. I'd be happy to look into getting this resolved for you. 

Sincerely, 

[baudencm]

In full disclosure for this thread, I have copy/pasted my private message below. I will update if anything happens in the future.

Craig {removed per forum guidelines}
{removed per forum guidelines}
{removed per forum guidelines}

Yes, the item was delivered on the second attempt after having to take off work for the second time.

My biggest issue here is that what I'm told on the phone by Geek Squad is completely a lie. Or maybe they actually believe what they are telling me not knowing that the delivery company (3rd party) has no intention of following any of the promises made by Geek Squad. Again, zero communication. I was promised twice that delivery could occur at a particular time and both times that was false. I was also told I would be compensated. Geek Squad blamed delivery and said I would be taken care of by them. Delivery blamed Geek Squad and said I would be taken care of. Just another example of zero communication and passing blame. No one actually wanted to work with me the customer or even just apologize for the fiasco. Instead, it was "not my fault, good luck with that". I would just LOVE if someone *actually* listened to all of my phone conversations with these people.

Other minor issues:
Literally 4-5 hours of phone time.
Geek Squad member saying they would remain on the line until connected with delivery. Didn't happen. Delivery person had no idea what I was talking about.
Follow up call from...someone...about my experience yielded nothing but "sorry for your troubles sir, but not my fault".

I'm not sure there is anything here for you to resolve other than to pass along my situation so that some poor soul doesn't have to go through what I did or as a data point to fix the broken system. I can honestly say I have no intention of ever walking into or buying from Best Buy in the future. I can't tell you how frustating it is to be told one thing, but not have actions actually match up with those promises and pass the blame to someone else. It's simply poor customer service and *not* how a company should be function.

Kindly,

Baudencm

[baudencm]

lol, well I probably should have removed my contact info, but oh well. If anyone out there on the internet would like to contact me, go for it. haha

Otherwise, can one of the mods delete that for me? Thanks.

[baudencm]

Ah there we go, it did it automagically. Nice.

[baudencm · Accepted solution]

Natalie responded and finished processing the $50 gift card that Geek Squad promised at one point. I told her I appreciated the gesture.

CB