09-07-2019 03:54 PM
A week ago, I purchased a new gas range via the Best Buy website. I had previously purchased a refrigerator back in May, and had an excellent delivery & installation experience, so I was expecting a similar experience with this order.
Unfortunately, this has not so far been the case. I scheduled my delivery and installation for today, Saturday September 7, between noon and 5:00 pm. I received a call last evening at 8:00 pm confirming my delivery appointment for today. Despite what I had been told when scheduling the delivery (and unlike what had occurred with my previous order), this call did not provide a more specific time frame for my delivery window.
At about 3:30 pm, having not yet received the expected call from the installers nor seen them arrive at my address, I logged on to the web site to check the status. Where this morning, it had still shown my scheduled delivery window, now it couldn't find my appointment at all, either by name/phone number or by order number/address.
I called the number provided by the appointment finder, which turned out to be a Geek Squad number, and was informed that hold time was over an hour and a half. Not wishing to be stuck waiting on hold for that long, I went back to the web site to look for other options in my order status.
The info on my order showed that my appointment had been canceled. It did not say when or why or by who it had been canceled, other than that it happened today. I looked at the options for rescheduling, and found that it now said I needed two separate appointments: one to haul away the old range, and a second one to install the new one. This makes no sense to me, as my experience with appliance installation has always been that the crew delivering the new one was the same crew that would haul away the old one.
I have rescheduled these for this upcoming Friday and Saturday. I couldn't schedule them for the same day because it won't allow me to put both appointments in the same six-hour window, and there was no appointment window available for Saturday morning.
At that point, I searched the help section of the website to find a way to contact you without waiting on hold for two hours. Despite the fact that multiple places in the help section say that I can contact you by email, I found no link or address with which to do so. I can't even get the website feedback link to work. And online chat appears to not be available today. So I called the customer service number shown on the help page (different from the one in the appointment manager) and have now been waiting on hold for over an hour so far while composing this forum post.
To say that I am extremely disappointed is a severe understatement. This order so far has been so unlike my previous experience that it feels like I'm dealing with a completely different company. That my appointment was confirmed last night and then canceled today without notice or notification is inexcusable. (I received emails confirming my new appointments, but nothing yet regarding the cancellation of the original appointment.)
I want to know why my original appointment was canceled, and why I received no notification of this cancellation so that I might not have wasted my entire Saturday afternoon waiting for a delivery that wasn't going to arrive. I want to know why, if it was going to require a separate appointment to take away the old range, this was not indicated to me at any point prior to my discovery of the cancellation. I want to know why, despite your promise of "free installation" for appliances over $399 (which we actually received for the refrigerator in May), and fine print indicating that orders that don't qualify for free installation would be charged $69.99 to install, I am being charged $139.99 (plus tax and fees) for the installation of my range. (This is just for the installation and doesn't include the necessary parts or the haul-away, which are charged separately.)
I'm angry enough at this point that I'm ready to cancel this order and buy this range from one of your competitors. Of course, your website won't even let me do that right now, so I'm stuck until I can reach one of your apparently mythical CSRs after a two-hour hold time.
My wife and I are looking at three more major appliance purchases in the next 12 months. It's fair to say that I do not plan on making those purchases from Best Buy after this debacle. No matter how this order issue is resolved, you have lost my trust.
09-11-2019 10:55 AM
Hi there, Quantumpanda,
Welcome to the Best Buy Forums and thank you for taking the time to write in to us.
We appreciate you choosing Best Buy to get your home set up with some new appliances. Getting new appliances should be an exciting time, and I can certainly understand wanting them to be delivered and installed as soon as possible. Life gets busy, and we know that having to reschedule these services may not be optimal. We apologize about any inconvenience the reschedule may have caused you, as we never intend for this to happen or for any of our members to feel this. If you were still looking to get additional information about your scheduled services, I would highly suggest contacting our Geek Squad Client Care team at (800) 304-1259, as they would best be able to assist in the order in which calls are received.
As someone who loves a good bargain, I understand the importance of getting a good deal on those services. While we provide free delivery for most major appliance purchases $399 and up, the prices of the delivery and installation services may vary depending on your area. Additional details about appliance delivery and installation can be found here. I hope that this information is helpful and clarifies the charges you may be seeing. Our Geek Squad Client Care team should be able to also review these charges with you, should you want additional clarification. We truly appreciate your feedback on this, and hope that you provide us with the opportunity to better serve you in the future, as I'm positive that we can. If you have any other questions or concerns, please don't hesitate to let me know!