02-17-2020 11:52 AM
This post is a follow-up to a long string of phone calls with Best Buy support to document my dissatisfaction with Best Buy's ordering and delivery process. I do have a case ID number that I can send via private message. I will try to be brief.
We ordered 4 kitchen appliances in September 2019 (refrigerator, range, dishwasher, microwave oven). The refrigerator and range were delivered on schedule a week later. The dishwasher was delivered on schedule about a month later. So far, so good. The microwave oven was not delivered with the dishwasher as promised. Instead, we received it in early January 2020. In between were many emails, text messages, calls to Best Buy, and trips to the local store.
The root cause of the problem appears to be when our order was modified in the store to remove the haul-away for our old microwave oven. This was at our request. We figured the order was modified correctly. Instead, the way the store associate modified it 'broke' something in the system and the microwave became 'disconnected' from the order. Or something like that.
Over the three months that followed, we talked with half a dozen people at the store and at least 8 different people at the 888-237-8289 number. Calls were not returned. Help was promised but not given. And, until the end, not one of these people could identify the issue with our order and fix it. I'm not sure what this experience says about either Best Buy's ordering system, the call center's ability to handle more than simple problems, or the quality of people employed by Best Buy but I don't think it reflects well on the company.
We had wanted all the new appliances in our home before the Christmas holidays. That didn't happen. Additionally, I have lost a lot of confidence in Best Buy, especially when it comes to orders. Recently, I purchased a wireless router from Amazon despite it being on sale at Best Buy for $40 less. The reason? Best Buy would have had to order it. I didn't want to chance it.
02-17-2020 06:45 PM
Welcome to the Best Buy Community Forums!
I appreciate you taking the time to write us regarding your appliance package order. Getting new appliances is meant to be an exciting time, and I am saddened to learn this was not your experience. We do have a team of Agents who specialize in solving these issues. I'd like to invite you to call our Geek Squad Client Care team, at (800) 304-1259. This dedicated line is open from 8 a.m. to 11 p.m. CT, seven days a week. Thank you for reaching out to us!