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Member
Posts: 11
Registered: ‎07-15-2021

Dissatisfied Customer - Need Replacement Dryer before August 1 for new tenant

[ Edited ]

 

Order {removed per forum guidelines}: Item(s) temporarily out of stock

 

I received an email with an "apology" for the replacement of a damaged dryer delivered on July 9 being temporairly out of stock. Apologies? “Please know that we’ll do everything we can to deliver your order when your item(s) are back in stock.

 

Best Buy's customer service is atrocious. You delivered a damaged dryer on July 9 and I was told I would get an EXPEDITED replacement which was scheduled for July 15. I understand you ran out of stock, but instead of getting an EXPEDITED replacement,  I was called in the evening of July 13, and was told the delivery would be AUGUST 12.  I said this was unacceptable, because I was told I would get an expedited replacement, and when I called Customer Service to speak to a representative on July 14 to see what could be done to expedite, I was on hold for 22 minutes to speak to a “customer representative” who said she couldn’t do anything but schedule in August, then on hold for a futher 30 minutes to speak to a supervisor who said she could only schedule me for August 13 delivery due to stock shortage and, suddenly I was at the back of the line and now the earliest would be AUGUST 13. Yet the email message I received about the need to reschedule AGAIN from July 15 indicates that as soon as stock is replenished you would do "everything you can" to deliver my order (apparently "eveyhing you can means I do all the the work while you just treat this as a first-time order to ameliorate YOUR mistake-- *I called BEST BUY* to reschedule and then was placed at the back of the line).

 

I have paid for the dryer in full. You delivered a damaged dryer on July 9 for which I had already waited A MONTH. Yet instead of having priority delivery when stock is replenished, my options were always to call you back and be placed at the END OF THE QUEUE.  This is terrible customer service and I will think twice before ordering Best Buy products for the THREE properties that I manage, which likely will be needing a new refrigerator and another washer and dryer in the coming year.

 

Meanwhile, I have a tenant who will be moving in on August 1 without a dryer.

 

Please call me to discuss how we can resolve this situation.

 

Amapola {removed per forum guidelines}

Member
Posts: 11
Registered: ‎07-15-2021

Re: Dissatisfied Customer - Need Replacement Dryer before August 1 for new tenant

No call, no response for 5 hours despite my going to several avenues (email, phone, posting) to get someone from customer service to discuss this situation.

 

Apparently once Best Buy gets payment, they are more interested in getting new orders for additional payments than satisfying a paid customer that received a damaged product.

 

 

Best Buy Employee
Posts: 2,532
Registered: ‎01-09-2015

Re: Dissatisfied Customer - Need Replacement Dryer before August 1 for new tenant

This forum and the moderators work on a first come, first serve basis and it is not intended for immediate responses.  Once they reach your post in their queue, they will work through these forums to assist.  If you seek phone assistance regarding your delivery, you will want to reach out at 1-800-304-1259.  This number is the Geek Squad Delivery hotline, they are in the best position to assist with deliveries.  

 

With that said:  Expediting a delivery usually means the portion Best Buy can control, through acts such as adding an additional stop or squeezing you into the calendar on an already filled day and such.  If the item is unavailable due to backorder, this puts a damper on the situation, eliminating several options in the delivery process.  In these cases, you'll want to work with the store you made the purchase at to find a dryer in stock or one that is available sooner.

 

 

I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
Member
Posts: 11
Registered: ‎07-15-2021

Re: Dissatisfied Customer - Need Replacement Dryer before August 1 for new tenant

I reached out in this forum because the other methods--calling the phone numbers provided and responding to emails--went unanswered for days. 

 

Note that even though you are not an official responder, you gave me a more reasonable response than the customer service rep did after 22 minutes on hold or the "supervisor" did after an additional 30 minutes on hold.  These merely kept parroting that they could only schedule for the first available slot that was not greyed out, which was then August 13.  Again, I don't expect them to magically conjure up a dryer, but the fact that August 12 was available the day before means that they were not "expediting" my case, but merely putting me at the end of the queue.

 

My gripe with Best Buy customer services is that they make phone numbers difficult to find in "special cases" (discussing a broken delivery) beyond the one that puts you on hold for long periods, only to be told something you could have found out by merely filling out the next slot in the queue.  This is not "doing eveything you can" to fix the situation, even if that involves offering a similar model (with specific dimensions that will fit in a confined space) that is available as a substitute. This is treating a customer as a nuisance because the customer has already paid and quite frankly you don't care how long the customer has to wait.

 

I will now do as you suggest, go through the store to see if I can find a suitable substitute...it would have been helpful if an actual customer service rep had taken the time not just to parrot deflecting responses, but actually taken time to look at my situation and offer a viable solution. They could have said "this dryer has the same dimensions and can be delivered withing X days"--I would have considered that good customer service.

 

I actually appreciate your having taken the time to respond. It's regrettable that those whose job actually is to resolve these issues don't do their job better.

Posts: 173
Topics: 7
Kudos: 44
Solutions: 2
Registered: ‎08-02-2019

Re: Dissatisfied Customer - Need Replacement Dryer before August 1 for new tenant

Welcome to our community, Dissatisfied9,

 

Thank you for reaching out to us. A new dryer would be a great way to increase energy efficiency in a rental property, and I can understand your concerns if the initial delivery may not have gone as expected. It’s not the kind of experience that we want to deliver, and I wanted to thank you for binging this to our attention.

 

The current global health crisis has led to many supply chain disruptions, and I can relate to having to wait longer than expected to receive an item. At the start of the year, I had ordered some tabletop wargaming miniatures from overseas. They shipped on May 15, and the tracking finally updated to show that they made it to the US on July 10! I’m still waiting for them to clear customs, and I hope they arrive soon. 
 
With that being said, I’d be happy to take a deeper look into the situation and go over our options. To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.

Scott|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 11
Registered: ‎07-15-2021

Re: Dissatisfied Customer - Need Replacement Dryer before August 1 for new tenant

Scott, I tried senign you a private message, but the system first replied that it had blocked the message due to  "improper html" code in it and to please resend (I copied the Order Number from an email message, which may have caused the problem).  I reviewed and resent the message and it didn't acknowledge sending the private message. When I hit SEND a third time it blocked the message on account of "sending more than the allowable numbe of private messages."

 

Please let me know here if my private messagento you didn't get through.

 

I included the order number and my phone in my original message. The contact information was redacted for privacy reasons, but it would be good if you people retained the original message for reference purposes.

Member
Posts: 11
Registered: ‎07-15-2021

Re: Dissatisfied Customer - Need Replacement Dryer before August 1 for new tenant

For the record, I sent another private email today that went through.  

 

From what I have seen from others who have tried going this route for satisfaction, it looks like this system of "customer service" is designed to just wear the customer down, without any help actually given. 

 

I will expect my delivery on August 13 as now promised -- I will have to compensate my tenants for not having a dryer in their apartment when they move in August 1.  This has been dragging on since MAY - all because of Best Buy's terrible customer service.

 

The whole story is that this dryer has already been pending since MAY, when I put in an order for the first washer and dryer--I gave them the closet dimensions and was assured the two units would fit in the closet with the telescopic vent  but it turned out the units were too deep to fit in the space with enough room for the telescopic vent--and I returned both units. The second set arrived in JULY and fit properly, but the dryer arrived damaged. I was told a replacement would be expedited and a replacement delivery set for July 15. A unit should have been RESERVED at that time, but on July 14 I was notified of a shortage and the delivery set back to August 12. By the time I called back to try to expedite, the earliest available was August 13, so nothing had been set aside and it was again first-come, first-served in spite of the "we will do everything we can" and the "expedited" service.

 

 

Posts: 173
Topics: 7
Kudos: 44
Solutions: 2
Registered: ‎08-02-2019

Re: Dissatisfied Customer - Need Replacement Dryer before August 1 for new tenant

Thank you for the update! I was able to receive your private message. Please check your private messages going forward, as I’ll be reaching out to you there with more information shortly.

Scott|Social Media Specialist | Best Buy® Corporate
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Member
Posts: 11
Registered: ‎07-15-2021

Re: Dissatisfied Customer - Need Replacement Dryer before August 1 for new tenant

Update on "customer service".  I just got a private message saying they need permission from my elderly mother (the name on the charge account)--whose property manager I am and who routinely signs and pays for her invoices--to talk to me. This after I was the one who ordered the product, was present at the installation of the washer, and signed for the product and for the return of the defective dryer, and have been the initiator of the customer service requests all along. No phone call via the number provided to speak to her to ask permission--just another excuse for non-action to resolve this issue.

 

 

Posts: 173
Topics: 7
Kudos: 44
Solutions: 2
Registered: ‎08-02-2019

Re: Dissatisfied Customer - Need Replacement Dryer before August 1 for new tenant

We are required to work within the terms of our Privacy Policy, and that helps to ensure that your customer information remains secure when working together online. If you mother finds the time to reach out from her own personal profile, our team will do all we can to provide support for her here. We also moderate our Twitter, Instagram, and Facebook social media platforms, so if she uses any of those, we will be available to work with her there. Alternatively, you could also connect with our Customer Care team at (888) BESTBUY or (888) 237-8289.

 

More on our Privacy Policy can be found here.

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