Delivery & Installation

[jnashawaty]

I had an appointment that I called out of work for to finally set up all of my alexas.  The day of they never contacted me or showed up.  It took weeks for this to be escalated to someone who cared and all I got back was an email for a reschedule within a two hour window - 930-1130.  It was not on a preferred day - but I would rather have the 2 hour window instead of the usual 6 hour window.  So I called out of work another half day.

Today I waited and then finally at 11:45am the tech called to say they would be here at 1:10pm.  I could not afford another reschedule.

There has been no apology, no compensation, no nothing and i'm out literally hundreds of dollars for taking this time off work as I work for myself and could not work while waiting for this.

I paid the $200 total tech for this and I am losing my mind that this is the level of customer service.  Nevermind the fact that I've had four appointments now, and only ONE of them showed up within the right time and ultimately did a half job of hanging my tv and sound bar.

[Kayden-BBY Social Media Specialist]

Hey there, jnashawaty!

Thank you so much for reaching out and joining us here on our community forum. However, this is never the feedback we like to hear from any of our customers, especially considering you are a Totaltech member. I know I would also certainly reach out if I were facing this issue as well. 

With that being said, I would be more than happy to investigate and properly document this here at our Corporate Campus for further internal review. In order for me to do so, kindly use the "PrivateMessage" button below to send your:

Full name

Phone number

Email address

Order number

I will keep an eye out for your message.

Best,

[Wyogal]

I’m having the same problem. It’s ridiculous!! I’m a total tech member as well. I’ve bought everything from Best Buy and have never been treated so poorly ever!!!! To be ignored like this is unacceptable. I’m going to file a complaint with BBB.

[Kayden-BBY Social Media Specialist]

Hey there, Wyogal!

I appreciate you reaching out and taking the time to join us here on our forum. My sincere apologies for the delay in my response. This is far from the experience we aim to provide. I would be more than happy to investigate. If so, kindly use the below private message button on desktop to send your:

Full name

Phone number

Email address

Order number

I will keep an eye out for your private message. 

Regards,

[jnashawaty]

Don't bother emailing them - they don't want to help.  They "send the issue to corporate so it won't happen again".  No help on the wasted days and all the issues I had with the service.

[Kayden-BBY Social Media Specialist]

Hey again, jnashawaty!

Thank you for reaching back out. I am here to help and try to turn this experience around. I would be more than happy to continue to assist. I have sent you a private message, so if you do need further assistance, you can reply there.

I will keep an eye out for your message if so.

[Wyogal]

I didn’t think they would do anything. They have too many complaints. All their replies are verbatim. Thank you!!

[Kayden-BBY Social Media Specialist]

Hey again, Wyogal! 

I would be more than happy to get the chance to try to assist. If so, you are always more than welcome to send me a private message to investigate.

Thank you,