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Posts: 2
Registered: ‎09-27-2011

Delivery and Customer Service Nightmare!

We purchased a cooktop from Best Buy online. It showed to bw in stock at the regional warehouse. They confirmed in a phone call and scheduled delivery. They never delivered it. They rescheduled the delivery promising they had it in stock. Again they never delivered it. Now they claim the cooktop was delivered the day before delivery was scheduled (never happened) and since they say it was delivered they will not give us outr money back. I suspect foul play at the warehouse because the first time it was supposed to be delivered the truck driver called me and said it was on his truck to be delivered that day (first delivery date). Then a few minutes later I got a call from a lady at the warehouse saying the driver was mistaken and that they didnt have the cooktop in stock and it was an "inventory mistake". I think somebody who works at the est Buy warehouse decided the cooktop would look better in their house...especially if we paid for it.

I have spoken to at least 6 or 7 customer service reps who each promised to get to the bottom of it. They have opened at least two or three case files to investigate but (I found out today) every one of the case files was closed because Best Buy claims the item has already been delivered. If it was delivered it was not to our address! I have waited on the phone for over an hour to be connected to a customer service supervisor only to be hung up on. Best Buy charged our credit card (over $2,000) the minute the order was initially made and they have delivered nothing!. Now we can't even get to talk to a supervisor and all the Customer Service people claim their is nothing they can do because their records show the cooktop was delivered. NEVER, EVER BUY ANYTHING FROM BEST BUY...EVER! We are charging Best Buy with Fraud through our credit card company to stop payment for the cooktop they NEVER delivered to us.

Posts: 11,459
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Kudos: 226
Blog Posts: 46
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Registered: ‎09-29-2008

Re: Delivery and Customer Service Nightmare!

Hey, OldRaider76,

 

Buying a new cooktop for your home should be an exciting experience, and I can of course see why you would be upset that we are stating we delivered the unit when you claim you never received it. Simply put, confusion like this should not happen with an appliance order. We either delivered the unit or we didn't. I would like to look into this. Could you send me a private message with your name, phone number, email address, and order number? To send me a private message click on the message button in my signature.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎09-27-2011

Re: Delivery and Customer Service Nightmare!

The cooktop we ordered was never delivered. At least not to us. We have tried to cancel the order and get our money back. But BB refuses to give us our money back and yet they did not deliver the cooktop. Every customer service rep, and one CS supervisor we have talked to (and there have been many) keeps saying it was delivered. It might have been delivered to somebody else but it was NOT delivered to us. I have invited BB to come to our address and see. I have asked for them to produce a signed delivery receipt. They won't because they can't. We have asked who the delivery carrier was supposed to have been. Nobody will tell us. It should be easy to find out who the carrier is that claims they delivered the cooktop then track their route on 11/05 to see where they went. But so far nobody at Best Buy seems to be willing to go to any effort to find out. They just look at the order documentation and see it is shown as "Delivered". Then they evidently conclude we are lying about having never received the product. Then they drop the case. Nobody at Best Buy wants to believe they failed to deliver the product and they will not take responsibility for the failure. So now we are out $2,056 and no cooktop. We get a lot of promises from customer service reps but no action. They all open a case file. Then elevate it to their supervisor who concludes the product was delivered, Then they close the case file without ever really checking into the actual delivery. It's like nobody at Best Buy really cares about the customer after they get your money. Do you? Will you REALLY do anything to get our money back? Given our recent exdperiences with Best Buy I am very skeptical. 

Posts: 11,459
Topics: 371
Kudos: 226
Blog Posts: 46
Solutions: 363
Registered: ‎09-29-2008

Re: Delivery and Customer Service Nightmare!

Hi OldRaider76,

 

Thanks for this information. I have replied to the private message you sent me.

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!