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New Member
Posts: 8
Registered: ‎03-09-2020

FORMAL COMPLAINT ABOUT DELIVERY/POOR CUSTOMER SERVICE

I ordered new kitchen appliances on 2/10/20 and had a delivery date of 3/6/20 set for three of the four appliances I purchased. I even received email confirmations the night before that my new refrigerator, range, and dishwasher would be delivered the next day. Only my refrigerator was delivered. When I called the 800#, I was told my the first person that all she could see was the other items were sent to the warehouse. I asked to speak to a supervisor. That guy couldn't have cared less about the fact I am preparing to put my house on the market and had taken a day off work to be home to get the appliances I had ordered but never arrived. He said there was a glitch in the system that caused my dishwasher and range to not be put on the delivery truck and a ticket had been entered and he couldn't see anything more, couldn't reschedule my delivery, and didn't have the phone number to call about the ticket status for this so-called system glitch. He said I had to call the store I bought them from for more information. The store said all they could do was escalate the matter and they would have someone call me back. Someone else from customer service called back that evening and said the issue still wasn't resolved and she couldn't tell me when I could receive my appliances. She said it could take 24-48 hours for the issue to be resolved and that she would call me back the next day. She never did. I called again on Monday morning (three days later). That customer service rep said she didn't even see a ticket in and all she could see was my appliances were at the warehouse but she couldn't tell me when my appliances will be delivered. I called again on 3/10 and finally got a helpful, competent Agent named Aaron who tried to help me, but he said the problem was with the warehouse system not reading Best Buy's system and the warehouse didn't answer when he tried to call. He said he would send them an email and copy his supervisor and that his supervisor would call me back on 3/11 with an update. It's now 3/11, it's been almost 24 hours, and I haven't gotten a call back.This is the worst, most frustrating experience I have ever had with a company in my life. It is unbelievable that no one at this large corporation can figure out how to fix this issue or get my appliances that I paid for over a month ago delivered to me. 

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New Member
Posts: 8
Registered: ‎03-09-2020

Re: FORMAL COMPLAINT ABOUT DELIVERY/POOR CUSTOMER SERVICE

Update: It's now 3/12. Still no call back. Still no dishwasher or range. 

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Posts: 5,215
Topics: 159
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Registered: ‎08-21-2017

Re: FORMAL COMPLAINT ABOUT DELIVERY/POOR CUSTOMER SERVICE

Hello, JLC9,

 

Thank you for taking the time to visit our community forums. I can understand how important it would be to get these appliances delivered and installed prior to putting your house on the market. While it sounds like our phone agents have already started to work towards a resolution I would be glad to see if I can be of any further assistance. I'd like to review your case history and take a look at this order to get a better understanding of it's current status. I will need a bit more information so I can further assist you. Can you please send me a private message that includes your:

 

Full name
Email address

Phone number

Order number

 

You can send me a private message by clicking the blue button at the bottom of this post across from my name. I'll keep an eye out for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎03-09-2020

Re: FORMAL COMPLAINT ABOUT DELIVERY/POOR CUSTOMER SERVICE

It has now been an entire week of my appliances not being delivered to me and no one helping me get this resolved. The choices I was offered here were to keep waiting for the system issue to be fixed, but they can't say when that will be, or to cancel my order, then they would try to replicate the order in the same system that failed before - this would also take some vague, indeterminate amount of time. 

 

I again called the store I purchased the appliances from and the appliance manager acknowledged he could not understand why they haven't fixed this yet and been able to deliver my missing dishwasher and range. He said he was going to call the Help Desk again and he would call me back with an update. He never did.

 

I did finally get a reply to he Facebook message I sent Best Buy days ago. I was told the call the "dedicated team" at (800) 304-1259 - the same number I've been calling that results in nothing being done. My only hope now seems to be involving the BBB. Best Buy should be ashamed, but it's obvious they don't care about people. 

 

***WARNING: NEVER BUY APPLIANCES FROM BEST BUY***

 

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Posts: 11,424
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Registered: ‎09-29-2008

Re: FORMAL COMPLAINT ABOUT DELIVERY/POOR CUSTOMER SERVICE

Hey JLC9,

 

Thanks for getting back to us on this, and I have to admit I am a bit confused. I looked at the work order that was scheduled to deliver/install your range-hood yesterday. I show this work order was completed yesterday. I also that your refrigerator was installed and delivered on 3/6/2020. What do you specifically need us to get done at this point?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎03-09-2020

Re: FORMAL COMPLAINT ABOUT DELIVERY/POOR CUSTOMER SERVICE

Again. My dishwasher and range (oven) were supposed to be delivered the same day as the fridge. They were not because of this “system issue” no one can seem to fix. I still do not have my dishwasher and oven. I have only received two of the four appliances I paid for.
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Posts: 11,424
Topics: 371
Kudos: 257
Blog Posts: 46
Solutions: 362
Registered: ‎09-29-2008

Re: FORMAL COMPLAINT ABOUT DELIVERY/POOR CUSTOMER SERVICE

Hi JLC9,

 

Thanks for the clarification. From reading your previous interactions with us it does seem like this is something that needs to be fixed by your local Best Buy store. It's completely possible that this part of your order needs to be canceled and a new dishwasher and range need to be ordered. When was the last time you spoke to the management of this store?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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Posts: 8
Registered: ‎03-09-2020

Re: FORMAL COMPLAINT ABOUT DELIVERY/POOR CUSTOMER SERVICE

I have spoken to them multiple times. The last time was yesterday. They say there’s nothing they can do until the system issue is fixed. They believe it is an issue within the warehouse system. Everyone says it’s someone else’s fault and there’s nothing they can do. The gentleman at the store I spoke to yesterday said he was going to see what he could find out and call me back. But, like everyone else who told me they would call back, he didn’t.
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Posts: 11,424
Topics: 371
Kudos: 257
Blog Posts: 46
Solutions: 362
Registered: ‎09-29-2008

Re: FORMAL COMPLAINT ABOUT DELIVERY/POOR CUSTOMER SERVICE

Hi JLC9,

 

Thanks for the added information. I looked at this today, and it looks like we are coming out to install the dishwasher and range this coming Thursday 3/19/2020. Is this correct?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎03-09-2020

Re: FORMAL COMPLAINT ABOUT DELIVERY/POOR CUSTOMER SERVICE

I spent THREE HOURS in the store today while the manager called number after number and talked to person after person. His own company wouldn’t help him anymore than they would me. Finally, someone with access to the warehouse system called him back and was able to help him get my delivery rescheduled. We’ll see if they actually show up this time. I certainly don’t have any faith or trust in your company.