01-30-2019 01:46 PM
Since my effort to resolve this via a phone call ended with a transfer that couod not be completed, I'll post here.
Ordered a new Bosch dishwasher online with scheduled installation on 1/24. Free installation but had to puchase install kit for $29.99 +tax.
Came home from work on 1/24 to find the dishwasher sitting in the middle of my kitchen with a half-empty and damp installion box sitting inside it. Wife said they didn't have a 1/2" to 3/8' adapter for the water supply line so they couldn't complete the install and I'm left to intall it myself. Fine - but I look around for the 6' supply line that is supposed to be in the kit and it's nowhere to be found. I would've used the old line from our dishwasher (which had the 1/2" to 3/8" adapter attached to it, btw) but they also took the old dishwasher with them when they left so I have to run out and buy a new installtion kit (for $12.99, btw) at another retailer.
Long story short, 3 hours later I have the new dhishwasher isntalled and running perfectly but noted that there was another missing item from my purchase - the Hose Clip (a bracket for making sure the waste line is kept high in the cabinet) that is supposed to be attached the the rear of the dishwasher when you receive it (per the manual) was nowhere to be found. I ended up improvising a clip temprorarily until I figure out where to get it from (a message to Bosch has gone unaswered now almost a week).
Now, to my point - I called Best Buy on 1/25 to complain about the whole debacle of delivery/intallation and for charging me for the install kit and not delivering everything that is supposed to be in it. Explained my issue and was transferred to another person. Explained my issue again and was transferred to another person, again. Explained my issue a 3rd time and the person was very apologetic about the whole thing and said she was refund me the price for the installatoin kit as well as send me a Best Buy gift card for my trouble. That all sounded like a reasonable and adequate solution to the problem for me so I was happy. She said she would follow up with me on 1/29 to make sur everything went smoothly. That sounded even better, so I was even a little more happy.
January 29th comes and goes without any news from Best Buy. I note this morning that I still didn't receive a call so I check our bank account to see if the refund came through. There's nothing. So, I call Best Buy at 2pm to see if I can track down what happened to my case. I talk to someone and explain my issue and they transfer me. I talk to second person (this time it was Geek Squad support - maybe because I purchased 5 years of GS on this dishwasher?) and explain my issue AGAIN (sounding familiar yet?) and after some back & forth, she transfers me to a 3rd person and I wait on hold for a few minutes before I get a message that the call could be completed and that I should "call the 800 number again". Which 800 number? Your guess is as good as mine. Maybe I;m supposed to go through the whole process a third time? Talk to someone, get trasnsferred, talk to someone, get transferred, et al.
So, I'm here hoping somebody from Best Buy customer service can explain to me how a long-time customer who has purchased every major appliance from Best Buy for the last 10 years has to go through this at the beginning of his next round of major appliance purchases? I'm getting ready to replace everything again and this dishwasher was the first after our recent kitchen renno - now I'm wondering if I should be shopping elsehwere...
02-05-2019 12:49 PM
02-05-2019 04:21 PM
Thanks for taking the time to share this feedback with us. We know a lot of thought goes in to selecting the perfect dishwasher for your home so we greatly appreciate that you came to us for this purchase. That said, the experience you described has not been a reflection of that, for which I apologize.
While it can take up to 15 days for a gift card to arrive in the mail, and one billing cycle for a refund to go back to your account, I can certainly understand your concern at not seeing anything. That's something we'd want to explain at the time of the offer to ensure you have an idea of what things should show up.
I'm so glad you brought this to our attention to give us the opportunity to turn your experience around.
Can you please send a private message including
You can send a private message by selecting the message option in my signature below. I look forward to hearing from you with this info so this can be looked in to further.
02-07-2019 10:57 AM
We've exchanged 3 messages so far (1 from me, 2 from you) but I tried 3 times to send a reply back to you and each time receive this error in my browser after pressing send:
Authentication Ticket Mismatched, failed authentication.
There's no copy of my reply in the 'Sent' box and this has happened on 2 different devices so far.
02-08-2019 11:27 AM
Thanks for sharing that with me, as I was curious as to why I hadn't heard from you. Before you reply to my Private Message, can you clear your browser cache? That should fix the error and allow your future messages to go through. Let me know if that doesn't work!
02-08-2019 12:03 PM
At this point, this process is a continuing losing scenario for me in terms of time and inconvenience. I’m done trying to jump through hoops like a circus dog to get a satisfactory resolution.
Although I appreciate that there was finally some headway towards addressing my case, I have to say I'm more than just a little disappointed that the final resolution is less than what I was originally told it would be.
The person I spoke with in my first call to Best Buy support said I'd be refunded the cost of the installation kit AND sent a $100 gift card for my inconvenience. Now, 2 weeks later, after repeated calls to the support line and reaching out for help on the forum (because I never received the promised follow-up from that agent, couldn't even reach her again, and also saw no written confirmation of what was told to me on the phone), I’m discovering the gift card will be far less than what was stated? It seems like all the headaches and hassles on my end, on top of an already very poor customer experience, just don't seem to be a concern for your company.
I saw that the refund notice for the install kit came through in my email right after our private communication - this is part of what I expected to see right away after speaking with Olga from Best Buy 2 weeks ago. Why I didn't see anything like that after she said she would take care of it is both perplexing and frustrating. Since I've been receiving random dishwasher parts from Best Buy that I don't require and didn't request (2 packages this week now) perhaps she got my case mixed up with someone else's. Maybe another upset customer received my $100 gift card this week and I got their $3 parts... regardless, yet another level of chaos in this process.
Honestly, if a $40 card is ultimately what Best Buy thinks my time, disappointment & frustration is worth - despite originally telling me something different - than I guess I really am done with Best Buy. Thanks for the effort, but no thanks.
This was an incredibly dissapointing experience (though admittedly not as bad as some truly awful ones I read through online). I thought I was coming home to a shiny, new, expensive dishwasher INSTALLED in my kitchen and was met with a project dumped in my lap with not even all the parts there needed to finish the job. It was a veritable bait & switch where Best Buy dangled free installation and got me to make a purchase but then pulled the rug out at the last minute leaving me to clean up the mess. 3+ hours of banging around under my cabinets, running out to the hardware store to re-purchase parts that should have already been there followed by additional HOURS spent making phone calls, sitting on hold and generally being angry about the whole customer experience I just paid an $1160+ premium for is not even close to being covered by a $40 gift card.
Best of luck to you & your team, but this ranks as the absolute worst customer support I’ve ever had the displeasure of going through. As far as I'm concerned, Best Buy can keep that $40 and maybe invest it in a better program to address poor customer experiences.
02-08-2019 12:56 PM
Thank you for taking the time to provide me with this feedback. I'm sorry to hear of this decision as that certainly was not how we wanted to make you feel. Since I was unable to locate any notes on our end regarding a mention of a gift card offered, I was unsure of what you had been quoted previously.
If you provided a different phone number or email address over the phone then what you sent me over Private Message (PM) , please send me another PM with those alternate details so I can continue looking for those notes.
That said, my previous offer has been documented so you can reach out to us if you change your mind and would like to accept.