08-11-2020 04:45 PM
First I would like to say how disappointed I am that I cannot directly contact anyone in the corporate office. Not very good customer service. But then again, it matches what I have experienced the past 2 months.
Back in June I purchased close to $5,000 in new appliances. The day after the purchase, I discovered the measurements had been incorrect and the dishwasher was too high. I tried repeatedly to call the store to cancel the dishwasher but was never able to get through, so 2 days later, made a trip back to the store, cancled that one and ordered a new one. The refrigerater was delivered in July and the other three were to be delivered on 8/7. Last Tuesday, on 8/4, I received a text saying that part of my ordered was canceled. I had no idea what that was about, so again, tried to call the store for 2 days, but could not get through. When someone called me to confirm the delivery, I asked her about it and she said I would have to call the store for help with that as she did not know. On Friday, my appiances arrive minus a dishwasher!! The installers had no idea and told me to call the store. Once again I tried for over 2 hrs to get through to the store with no luck. Then to only make matters worse, I find a dent in the top side of my oven!! By now I am livid. Evidently the dishwasher was canceled and I was sent a text with no explanation. Not even a phone call to tell me what had happened..which by the way I still don't know. We also discovered that they had refunded the money to our account but shorted us approximately $80. I went to the store Friday evening as soon as I was able, only to arrive at 6:10 and find the store closed, only adding to my irritattion. On SAturday I made yet another trip to the store and spoke with the store manager, Josh. If it had not been for Josh, I would never set foot in a Best Buy store again and I will tell you I have been a good customer for years.JOsh, made sure everything was refunded, SEt up a repair man to fix the stove, He was kind and understanding and symapthetic, and as I said, the only reason I will continue to use Best Buy in the future - for anything other than appliances.
I want to make sure Josh receives the kudos he deserves for this. He is the manager of the Bridgewater Store in Hamilton, OH. I also want to make sure corporate knows how horribly this was handled, and the customer service, up to speking to Josh, was atrocious. And, I bought another dishwasher elsewhere.
A very VERY dissatisfied customer
08-13-2020 05:25 PM
Good evening, Yankeebird,
Welcome to our forums, and thank you for sharing your experience with us. First and foremost, please know that although we’ve been working from home since March, our Support Forums are moderated out of our Corporate Headquarters here in Minnesota, so you’ve certainly come to the right place to share your feedback with us.
While it sounds like Josh was able to help turn things around in the end, the experience you’ve described here is far from what we hope to provide our customers when the choose to shop with us. Under similar circumstances, I can’t say I would feel any differently, and I apologize for the frustration this experience has undoubtedly caused.
Please know that I’ll be fully documenting your feedback with us here, so it is visible to the appropriate parties for any coaching or training opportunities that may present themselves. I’ll also be following up with Josh’s leadership at our Hamilton, OH store, to make sure he’s getting the recognition he deserves for the great service he was able to provide you during your visit.
We can’t hope to improve the level of service we’re able to provide our customers without feedback like this, so while I regret you had to go through so many speedbumps to get here, I do appreciate you taking the time to call our attention to this experience.
08-15-2020 08:17 AM
THank you for your response, and I do hope Josh receives recogniction for this and it's not just words. But I also want to say that you do need to follow up with the lack of communication with your stores. Not answering the phone at either the Mason or Hamilton store, will only lose business for you, not gain it. I work for a large manufacturing company in Cincinnati and I know how much consumer satisfaction can affect your business. Please look into improving this very important line of communication especially during these "odd" times we are in.
08-18-2020 09:38 AM
Positive or negative, we take any feedback we receive from our customers very seriously here at Best Buy, and I appreciate you taking the time to not only recognize Josh for his great work, but help us see some of our areas for improvement. Please know your feedback is fully documented at our Corporate Headquarters, and I’ve made sure it’s visible to the appropriate parties for any coaching or training opportunities that may present themselves.