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New Member
Posts: 2
Registered: ‎01-08-2018

Bad cust service, told by rep to seek competition

So, on Thursday night I receive a call a call from Best Buy to cancel delivery in Philadelphia due to inclement weather. This was odd because I had just received slightly earlier to confirm appt, and because the storm was over. The next day (delivery day) was fine. Businesses were open, roads clear. I even had a fridge delivered during the Thursday storm (not from BB).

So, when they called to cancel, they said earliest they can deliver was the 9th, 4 days later. Come on now, BB cancelled on me, those customers should be fit more appropriately into a reasonable schedule, NOT 4 days later. I had no choice to accept such. What Best Buy failed to understand, when I called next morning fpr more reasonable delivery date, is that I also scheduled (had to reschedule) removal of old and installation on the new dishwasher. I certainly understand changes with inclement weather, but such needs to be handled with better customer service. During my call Friday morning, I was actually told by Best Buy rep to cancel my order and buy from a competitor. Who does that? First, they cancel delivery, then get treated that way. The conversation went nowhere.

However, I did call later on, and after being bounced around a bit inconveniently, ended up speaking with nice woman who moved up date tp yesterday. Such was a help, even though I needed dishwasher sooner for emergency. I was treated with respect from her.

Overall, with original cancellation and the need to be put through the ringer for some type of reasonable service, delivery date, I am far from satisfied from this experience, especially given the amount of money I have spent at Best Buy. Thank you for your time.
New Member
Posts: 2
Registered: ‎01-08-2018

Re: Bad cust service, told by rep to seek competition

Still awaiting comment.
Posts: 4,388
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Registered: ‎12-23-2016

Re: Bad cust service, told by rep to seek competition

Hello Zaleskb1,

 

Thanks for joining us at the Best Buy Community forums. I apologize that it has taken me so long to respond to you. We’ve been exceptionally busy recently and we’re working to get back to everyone as quickly as possible.

 

I’m sorry to hear that you had such a bad experience with your recent appliance delivery. That is not at all the kind of customer service we want to provide. As to the original order cancelation, while the weather may not have been bad in your area, I believe the issue was with the weather near the distribution center, which covers a large area. For the safety of our employees and everyone else on the roads we didn’t provide deliveries during the storm.

 

That said, the follow-up experience we provide you was clearly not the kind of expert service we want to provide. We always want to try and find a solution when a customer has a delivery moved, and telling someone to cancel their order isn’t something in keeping with that.

 

I’d love the chance to document this for you in our corporate systems so that we can use your story to help us provide better service in the future. We rely on feedback like yours to identify areas where we need to get better. If you could please send me a private message by using the link in my signature below this post with your order number I’ll be able to get that documentation submitted.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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