09-13-2018 05:47 PM
** Please note: A copy of this email has been sent to the offices of Paula Baker and Trish Walker
To whom it may concern,
I am writing this note to inform you of the "extremely poor" installation and delivery service that you employ, servicing your Best Buy Store, East Hanover #473, located in East Hanover NJ.
We are long time customers, with a stellar credit record and history with you who do not appreciate how we were treated.
On Sept 3, my wife and I purchased a Samsung Gas Dryer, scheduled for installation on September 8th. All was well, payment rendered, and we were awaiting the arrival of our appliance. Of course, we have to go the pre-requisite scheduling of, "we will be there between 12-6pm" schtick, but nevertheless, it was on a Saturday and we had time to wait.
Upon their arrival, the norticed that my laundry is located on the second floor of my condo, which requires going up three flights of stairs. Almost immediately, I knew they had a issue with that. The installer literally came in, looked at our layout and said that they couldn't put the dryer in because of our washer. (Mind you, we've had two other dryers installed, with no issues) He began to say that our washer faucets were "corroded' and before they could install anything we would have to have that fixed and the washer removed. He quickly hurried out our home and left. Please note - it was after 5pm, outside of the delivery time.
I immediately contacted a professional, private contractor, (who also had extensive eperience with appliances) to come in and review his assessment of our laundry. He said that there wasn't any corrosion of any sort, and other than a little dust, all connections were fine regarding our appliances. In addition, there was more than enough room for the dryer to be removed and replaced without any issues. They delivered a brand new dryer and placed it in my garage.
Thanks to YOUR installation and delivery services haste in getting out of our house and back to his truck, my contractor asked if he could look at our dryer. He quickly determined that all that was wrong was simple band replacement, which would save us hundreds of dollars. He fixed our old dryer and all is well. SO - YOUR THIRD PARTY SERVICE, COSTED YOU A SALE.
I contacted Best Buy and cancelled the sale and scheduled a pick up of the item. The earliest that they could come is Thursday, Sept 13th, between 12-5pm. I recieved one robo call confirming the delivery on Wednesday, and I thought all was set.
It is now 6:33 PM, and after constant calls to your customer service team, being placed on hold, and being told that they would arrive, I am stuck with your property in my garage. I want it out, because if it's damaged in anyway, I'm liable. They finally called and picked up the item at 7PM. SEVEN, FREAKING HOURS!!!!!!!!
Your guys costed me 1/2 a days pay, cancellation of my son's after school activities (I couldn't leave to take him, because I WAS WAITING FOR YOUR DELIVERY GUYS) and a level of frustration that I can't put into words. It's not right, and I shouldn't have my time held hostage by you. You to need to extend an apology to me, make this right, and cdonvince why I should ever do business with you guys with you again. My wife told me to use Sears, but I went with you. Silly me.
If you are reading this note, run as fast you can away from Best Buy. Make sure that your note gets to Ms. Baker and Ms. Walker as well.
09-19-2018 12:54 PM
Good afternoon Obsidyan,
Thanks very much for reaching out to us here on the Best Buy Community forums regarding your recent appliance purchase. I apologize for the bad experience you had with your delivery crew, and with getting the pickup for the return scheduled.
I hope that the pickup and return has completed successfully and that you are all set on that end. If not, please let me know. Regardless, I’d like to take a look into this order for you. Please reach out to me through a private message by using the link in my signature below this post. I’d need your name, email address, phone number and order number if you have it.
03-29-2019 02:11 PM
Read my whole statement...
"It is now 6:33 PM, and after constant calls to your customer service team, being placed on hold, and being told that they would arrive, I am stuck with your property in my garage. I want it out, because if it's damaged in anyway, I'm liable. They finally called and picked up the item at 7PM. SEVEN, FREAKING HOURS!!!!!!!!
6:33 is after the time frame.