07-30-2022 05:51 PM
Hello, I am trying to get clarification on mixed messages I am receiving from Best Buy Customer Service and the Pacific Sales in San Diego sales team where we puchased on October 1, 2021 $19,197.70 in kitchen appliances (plus several other subsequent purchases including the Total Tech Package, and baby items). We are still waiting on the delivery for our $9200 Thermador Masterpiece Series 30" Built-In Electric Convection Wall Oven with Built-In Speed Microwave and Warming Drawer and have gotten conflicting information about the estimated delivery date.
We understood, and accepted / made the purchase based on this information, the potential delivery delay to be July 2022 when we purchased in October 2021. Then it got pushed out to September 2022. Now I am being told January 2023, or September 13, 2022. Which is it? And why am I being told 2 dramatically different dates?
Had we been told that it could take over 12 months, and now potentially closer to 15 months, to receive this oven/microwave we would have gone in a completely different direction with our kitchen appliances. From reading other complaints on this forum, I understand specifically that Pacific Sales sold to other customers prior to October 2021 with severe delays so it appears to be unethical to not disclose this information prior to purchase. To make matters worse, I am not receiving proactive alerts or communication from Best Buy or Pacific Sales to plan ahead and make arrangements for these delays. Instead, the onus is on the customer to reach out, be prepared to stay on hold or try to get in touch during hours of operation and get transferred around.
I have now been pregnant and given birth in the timeframe in which we have waited on this $9K oven. And we still don't have it - at home with a newborn, who will potentially be 10 months old by the time I am being told (by Best Buy, not Pacific Sales) we get the oven we paid for.
The lack of proactive communication and service resolution has been aggravating and a further waste of my time. Please look into this and have a competent person with some authority to actually resolve contact me.
07-31-2022 09:52 AM
Thank you for reaching out to us today and being apart of the Best Buy Forums community. I understand how you feel today. Not having your appliances in a timely manner is not good, especially with having a newborn in the home. I will love to look into your order to see what is going on today. To get started, can you please send me a private message with your name, phone number, email, and order number?
I look forward to hearing from you today.