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New Member
Posts: 5
Registered: ‎09-29-2020

Best Buy Delivery Customer Service Nightmare!!!!!

I originally purchased a 4 piece kitchen appliance bundle from Best Buy.  The process was relatively easy, the sales person was helpful, and in spite of my concerns about availability, I was assured that there was nothing to be concerned about.

 

My purchase date was August 8th 2020.  I spent almost $5000 for the four appliances.  My delivery date was set for within two weeks, and by the time the delivery date was reached, we got a notice via email that our delivery date had been pushed out another week or 10 days.  Once we reached that date, it pushed again.  And again.  

After the third reschedule, I decided that I had better reach out and see what the issue was.  I was informed that my refrigerator and my stove were no longer available, and on backorder.  I went into the store and met with the sales staff that sold me the applicances, and they confirmed that both the fridge and the stove were unavailable.  I told the salesman that if he couldn't get me the appliances that I bought and paid for a month earlier, that I would just like a refund.  He pieced a new order together, and even though we had to change everything but the microwave, he assured me that in 10 days, I'd recieve my delivery.  By the next day, the fridge and the diswasher had to be re-scheduled. 

 

Fast forward almost 20 days, and I recieved a partial delivery.  It consisted of my stove, microwave and fridge.  However the fridge could not fit through the front door.  I stated that I'd like a tech to come out to remove the doors, so that we could get it into the house.  The delivery driver told me that they would take the fridge back to the warehouse, and deliver it the next day or two.  He guaranteed me that it would come back within a few days.  We tried to procure a tech to come out to remove the doors.  In the meantime, the fridge then rescheduled 3 subsequent times.  I spoke with a tech support supervisor that assured me that the fridge was in the warehouse in Spanaway Wa, waiting for us, and that it was "our" fridge.  

 

On September 29th, 2020, with a delivery date of September 30th at 7 am - noon, we got an email saying "we'll see you tomorrow."  Three hours later, at 6 pm, we got an email that said, "you need to reschedule."  Upon calling in (yet again) we were told that there was nothing we could do, but that we needed to reschedule.  I told the customer service rep that I'd like to pick the fridge up.  He told me that anytime something goes back to the warehouse, that it is open to sale, and that it was sold out. 

I've tried repeatedly to reach a regional manager, unsuccessfully.  Tomorrow morning (9/30/20) I am going back to the store to demand a refund on the fridge and the dishwasher, I am going to demand a pickup and refund on the stove and the microwave, and I am going to demand a re-install of my old stove and microwave at Best Buys expense. 

BEING IN A KITCHEN REMODEL, AND DEALING WITH BEST BUY DELIVERY HAS BEEN AN ABSOLUTE NIGHTMARE!!!!  THE CUSTOMER SERVICE REPS ARE POWERLESS TO FIX ANY ISSUES, AND THE STORE CONTINUES TO PUMP OUT SALES OF EQUIPMENT THAT THEY APPARENTLY DO NOT HAVE IN STOCK.  SUPPLY ISSUES ABOUND, AND THEY KEEP TAKING PEOPLES MONEY.  DO NOT DEAL WITH THEM, YOU WILL BE SORRY.  I KNOW THAT I HAVE LEARNED AN IMMENSE LESSON, AND WILL NOT MAKE THIS MISTAKE AGAIN.  

 

I feel that we have been very understanding about supply chain issues during COVID, or whatever their issues involve, but this has been absolutely awful. 

 

As I write this, I am sitting on hold with customer service.  At this time, 33 minutes have passed (on this call) as I wait to talk to a manager.  This is my 5th or 6th call, and I probably have 4 hours total time invested in this customer service nighmare.

 

Do yourself a favor and shop somewhere else.

 

 

New Member
Posts: 5
Registered: ‎09-29-2020

Re: Best Buy Delivery Customer Service Nightmare!!!!!

They set us up for a delivery October 1, and at 6:30 pm on the 29th, after not hearing anything about a cancellation we were excited that we might actually recieve our refrigerator.  We logged into the system to check our delivery, and imagine that, it has now pushed to the 10th of October.  No notice, no call, no email.  Time off requested from work to recieve the fridge, and they don't even have the courtesy to contact us.  Unbelievable.  

Best Buy Delivery Logistic, you suck!


Tomorrow will fortunately be the last you see or hear from us, after you refund all of our money.

Posts: 4,949
Topics: 53
Kudos: 374
Solutions: 302
Registered: ‎11-29-2016

Re: Best Buy Delivery Customer Service Nightmare!!!!!

Good evening, Mxaaron0392,

 

Although I wish your visit to our Support Forums were under more fortunate circumstances, I do appreciate you taking the time to join our Community to share your feedback with us.  I know remodeling your kitchen can be a hectic experience, as there are usually a lot of spinning plates to keep track of.  The last thing we hope to provide our customers is a poor delivery experience of their appliances, and I regret the inconvenience this experience has undoubtedly caused.

 

While it sounds like this delivery has been rescheduled already, if you’re still in need of assistance with this order, please know our Geek Squad Client Care team is in place to address any concerns you might have regarding your appliance delivery, and are best equipped to explore what options might be available with you at this time.  If you’ve not done so yet, I recommend connecting with this team directly at (800) 304-1259, between the hours of 8 a.m. and 9 p.m. CT.  I’m optimistic this team will be able to provide you the assistance you’re looking for.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎09-29-2020

Re: Best Buy Delivery Customer Service Nightmare!!!!!

Yes, it rescheduled, only to yet again cancel.  Again no email, not call.  

I believe that this may be cancellation #7.  Honestly it's hard to tell, since our service record on the webpage is about 7 pages long with cancellation after cancellation.  It even shows the original set of appliances you sold us that were also oversold/unavailable when you took our $5100 from us. 

New Member
Posts: 5
Registered: ‎09-29-2020

Re: Best Buy Delivery Customer Service Nightmare!!!!!

***UPDATE UPDATE UPDATE!!!!!!***

 

2 cancellations since my previous post,  we received a call yesterday afternoon from the FSA logistics office, phone number 253-766-8163.  The call was to notify us that we were set to receive our delivery, between 7 am and noon, on Tuesday October 13th.  My wife was ecstatic.  When my wife said that she couldn't believe the good news, The lady informed my wife that she was looking at the refrigerator, and that it was set to deliver.  This call was at approximately noon, Monday October 12th.


At 3:45 pm, three hours later, we received an email stating that we needed to reschedule.  Upon calling the call center in India again, the geek squad employee informed me that he was sorry  and that a reschedule was the only resolution.  When I informed him of the call by the delivery agent earlier, he referenced the notes, and said that the notes reflected that the delivery agent called us, that there was no answer, and that a voicemail was left.  He went on to say that our refrigerator is no longer available, and that we'd need to cancel and re-purchase another unit.  I responded that I'd take it up with the store.


At this point, I'm sitting home on my third day off for a failed delivery.  I've been notified by two call center customer service representatives, that I'm owed what they refer to as "compensation."  I intend on going up to the store today, to see if they can not only refund my money, but "compensate" me as well.  

This has been the worst consumer experience I've ever been involved in, and that includes shopping for used cars.  

Best Buy, if you are listening,...... ahhh never mind.  I'll just go somewhere else.....

New Member
Posts: 5
Registered: ‎09-29-2020

Re: Best Buy Delivery Customer Service Nightmare!!!!!

Well, as a update to anyone that is reading.....

 

It took three months, and three difference orders, but we finally got the last piece of our appliance set.  What a stressful situation.

The store (Appliance Manager Connor, from Smokey Point WA store) was absolutely a bright spot in this entire situation.

The logistics side that takes care of delivery was not so great.  And the out of county customer service was absolutly terrible.  


Other than feeling a little PTSD, we're moving on.  Will I order something from BB in the future, if I can't carry it out of the store at purchase time?  Not so sure.  

 

Posts: 759
Topics: 42
Kudos: 44
Solutions: 30
Registered: ‎07-23-2018

Re: Best Buy Delivery Customer Service Nightmare!!!!!

This topic has been moved to its own thread under the board Delivery & Installation for further review.