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Posts: 1
Registered: ‎08-01-2019

Delivery & Installation Complete Letdown and Faith in Customer Service

Good morning!

 

We are beyond upset at the customer service received due to a lack in communication and I would like to see about speaking to someone who can actually assist us. We ordered $1300 worth of appliances that were scheduled for delivery and installation for yesterday afternoon, with delivery being between 12-6. I called around lunch time to confirm delivery and was assured the appliances were on the truck and would be delivered. 

 

As of 5:30pm, we had received no call, I called Best Buy and was told there was a note on the account for a reschedule and the gentleman said the reason being "they ran out of time." Our delivery window was 12-6, it was 5:30 pm.... no one else, not even a general manager can seem to provide any useful feedback or guidance.

 

We never received a call nor any additional info, only that they can reschedule to next week, we have no appliances, and have family coming in tomorrow. We took off the afternoon from work to be there for the installation. We have a day of lost wages due to this, and ZERO communication to us, except reschedule to next week. I am beyond upset at the lack of customer support we have been provided, this is not how you manage a business, big or small. We ended up canceling the order and purchasing an entire appliance set from Lowes and Lowes gave us an extra discount once we explained our situation, with delivery of an ENTIRE set for today.

 

How in the world would it be accpetable not to call a customer to reschedule, yes, it would have been a very large inconvenience, but having any type of communitcation about our order would have been suffice. 

 

I hope and pray Best Buy is able to make good on their commitments to customers, you are losing a significant amount of money by lack of support. 

Posts: 3,155
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Registered: ‎08-21-2017

Re: Delivery & Installation Complete Letdown and Faith in Customer Service

Hello, Brittany8928,

 

Welcome to our community forums. I appreciate you taking the time to let us know about your experience with this appliance order. I know having that buying a new set of appliances is a big decision and that it's not easy to set time aside in your day to wait for an appointment. Our goal is to never leave you unaware with what is happening during the delivery process and I apologize that this wasn't your experience. I hope one day we can welcome you back to one of our store locations and provide you a better purchasing experience. If you need assistance at that time please don't hesitate to let us know, we'll be happy to help as much as we can.

AndrewB|Social Media Specialist | Best Buy® Corporate
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