03-31-2020 05:37 PM
I ordered a new washer and dryer to have delivered in April. I fully understand the safety of your employees and the rationale behind only dropping off appliances and not installing them in homes as when I purchased them, this restriction wasn't put in place. Due to this, I would expect that customer service would be increased due to the limitation you have put in place. After waiting over 45 minutes and calling in multiple times on your phone tree to try and reach your Oakdale, MN store, I was finally able to get to someone who then got me scheduled for a drop off only delivery with a 6-hour delivery window. After you've made this more difficult, you're unable to give your customers a tighter delivery time? Regardless, you need to rethink your processes if you're going to make this process so difficult for your customers. In addition, your associate gave me the option to cancel the installation package or to schedule that part of it possibly a month out-I understand we are all working through difficult times, but at the same time, you can't have your associates telling customers on the phone that they can go without laundry for over a month as a viable option to try and "save your sale". The associate did apologize for the wait time on the phone and told me they were short-staffed. As your stores are closed, this is hard for me to understand as your employees wouldn't be helping anyone in person outside of curbside pick-up. Looks like you're just looking to save dollars instead of keeping your employees working-which is pathetic. Overall, I couldn't be more disappointed in this experience. Again, I fully recognize this is a hard time, and have lower expectations because of it-I'm not upset that I can't get this installed, but what I am upset is Best Buy isn't doing anything to "make it right" for the situation-a basic scheduling process that shouldn't have gotten worse due to this virus, did. Further-there should have been more thought around your customers that have been inconvenienced due to this-again, no one's fault-but I'm now having to work to find someone else to help me with this as you won't.
Thanks for hearing me out. I hope you can do better for others.
04-01-2020 04:39 PM
I had a delivery of what I consider to be an essential item a washer & dryer in which I don’t not have one at my house. I was scheduled for delivery for Saturday 3/21 7am-9am. I received a text confirmation at 5:30pn from Best Buy Friday 3/20 confirming my delivery. The next morning no one ever came. I check my email and at 10:15pm. I received an email saying deliveries and in home deliveries were being cancelled. I went to the store the next day to see what was going on and see what to do, only to have a sarcastic employee tell me “where there’s a will there’s a way” to wash clothes without a washer and dryer. I spend way too much money in Best Buy to be handled like this in this situation.
I was told to reschedule my installation and delivery which I did for 4/2. It has been 3 weeks and I have had to go over other people’s homes to wash & dry clothes, because of incompetent, disordered, disorganized communications with customers from Best Buy.
I decided to call today 4/1 just to make sure they were still coming. The customer service agent said they were still coming Monday, but would only drop of my washer & dryer outside my house even though I was rescheduled for delivery & installation. What am I going to do with a washing and dryer on my front porch??!!!
I understand the situation with safety for everyone involved, but this was handled extremely sloppy, unprofessional, with an underlying sense of last minute panic from senior management with no real plan on what to do.
I now have a washer and dryer coming to be delivered and installed Tuesday 4/7. I just want to say THANK YOU HOME DEPOT For stepping up I even had to spend an extra $373 for the same appliances, but like you sarcastic employee said ‘where there’s a will there’s a way”.
04-14-2020 08:29 PM
04-14-2020 08:53 PM
04-16-2020 04:40 AM
04-18-2020 09:58 PM
I am having an experience very similar to the one you described in your post. We purchased a new washer, dryer and refrigerator from Best Buy and now cannot get them delivered into the house or installed. Since I cannot get the appliances, I just want a refund. I have tried numerous and varied ways to contact Best Buy but I can't seem to get a live person on any of their communication channels. You mentioned spending almost an hour on the the telephone with customer service. What number was it that you called? Thank you for any information you can provide.
04-21-2020 08:31 PM
04-22-2020 07:23 PM