Delivery & Installation

[Jensun]

I scheduled a television delivery and install for yesterday, which was confirmed by email and text message for between 9:00 am and 1:00 pm.  By 1:30, nobody showed up, no communication, no updates.  I called the support line and was told that the technician was running behind and would be there late.  By 2:45, I called again and was told that now the technician couldn't be reached, but I was still on the docket.  By 4:30, called again and this time was told that not only was the technician not answering calls, but the manager also was not answering calls.  No updates, no communication, nobody had any idea where the tv was, nor could anyone tell me if now - after taking a day off from work for this deliver - I would have to reschedule.  Instead, they told me I would have to speak to a manager at the store.  Ok - I call the store and get the customer support line again, and I'm told that they are not in located in the US and have no way to contact the store.  I get in may car, drive to the store, meet with a manager - by now it's 6:00 pm - and I'm told that the technician just never showed up to work and the scheduling manager said he would contact everyone on the sheet for that day - nover happened!  At this point, the store manager scheduled me for next week, I have to take another day off from work, and I still have not been called or contacted by anyone in the "scheduling department".  This also happened a few weeks ago with a washer/dryer delivery.  What is going on with Best Buy???  Worst customer service ever - it's as if they don't care at all about people who are spending A LOT of money with them to keep them in business.  I really want to relay this all to someone in corporate, but it seems as if they intentionally do not provide that contact info.  Any help appreciated!

[BrandonF-BBY Social Media Specialist]

Hello, Jensun,

Thank you for reaching out to us here on the Best Buy Forums, and taking the time to share your experience. I would be happy to look into your order, and document any concerns you have. To get started, I would need you to send me a private message, with your full name, phone number, and email, by clicking the blue private message button to the right of my name below. I look forward to assisting you.

Best,

[evanmoore]

This exact scenario happened to me. Scheduled for Feb 14 install with from 12pm to 8pm. Received a the day before time was updated to 12:00 p.m. - 4:00 p.m.

Called at 1pm, customer support called the installer. Left message, because he never picked up

I called back at 2pm, customer support called the installer. Left message, because he never picked up.

I called back at 3pm, customer support called the installer. Left message, because he never picked up. I explained, this is my third time I called. Each time, you call and the installer doesn’t pick up. Are you concerned for the installer’s safety? There’s a reason why the installer is not picking up. Customer Segi r out me on hold for an hour land hung up.

I called at 4:30pm, customer service called the installer and left a message. I explained all the previous agents called the installer and he never picked up. I said — is the installer in charge or is customer support in charge? He said customer support. Then I said, why is he not picking up your calls? He didn’t know. I said, who is your supervisor? He said we don’t have one. Am I talking to Best Buy and he said yes. I said, there’s something wrong with the installer. If he’s not picking up, you should call the house he installed the previous job today because it was explained to me that he had a big install today. He said he can’t call the previous customer. If I call at 8pm will you pick up? He said yes. I said, this is what’s going to happen. Your system will auto reschedule my install for another day after 8pm? He said, yes. I asked, is it common for the installer to not pick up? He said yes. What do you do if he never picks up? Nothing. So, I said this is normal then. He said yes.

So, with all that said, either something happened to the installer and there’s no way to escalate or the installer didn’t show up to work today and there’s no manager to escalate.

[Grembert00]

I'm in the bunch too. Had a delivery scheduled for today, Feb 14th. It was confirmed between 7a-1p. Gotta call that it would around 1 p.m. instead. We called about three times to Geek Squad for updates with no useful updates. We called the tech phone number and he never answered. No calls, no technician, no updates. A full day wasted waiting. This appointment had been scheduled for a while too.

[Jensun]

The customer service number is completely useless - they couldn't help me at all, event with rescheduling.  I had to physically drive over to the store and meet with the manager to reschedule.  To be honest, this forum has also netted zero results - the Best Buy forum representative really didn't do anything at all except apologize on behalf of the no-show delivery people.  

Interestingly, all clues lead to the scheduling manager as the one falling down on the job.  He was supposed to call customers to let them know there would be a delay, but instead he disappeared, didn't tell the store, didn't tell customers, and refused to pick up the phone all day.  I want that job!  I work in technology and if I just said, "sorry, 911 is down, I'll put you in the call queue for 72 hours from now" I think there would be issues!

It is very clear that Best Buy corporate doesn't care at all about customer service and they definitely don't want to hear from or respond to their customers.  Such a shame - I used to love shopping at Best Buy, but things have really gone downhill in the last year or so.  

[Jensun]

Brandon - are you reading all of these same complaints?  Are you passing them on to corporate?  Someone needs to do something about Best Buy customer service - this is terrible.  I'd like to think that if someone at corporate saw all of the unbelievable problems you are having with delivery and installs, they would at least investigate the root cause.  Seems like there are a few scheduling manager that might need to find a different career path!!

[BrandonF-BBY Social Media Specialist]

Hello, Jensun,

Yes I am able to see the additional responses on this thread, and a specialist should reach out to document their concerns, and assist in any way possible. If you are still needing assistance with your delivery or have any questions regarding your delivery, please don't hesitate to reach out to me through our private message.

Best,