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Posts: 1
Registered: ‎12-21-2020

Formal Complaint - Best Buy Store Number 517

[ Edited ]

My husband and I recently ordered an LG double oven/microwave combo through Best Buy 517 in North Charleston, SC. I want to preface this by stating that we have had nothing but issues throughout the entire purchase process. We had the order cancelled on us and it took several hours on hold trying to re-order; we were transferred countless times. We finally were able to order the appliance again and get an installation date. The day before the installation, the appointment was cancelled. My husband went to the store and was told by an associate that they didn’t have the oven. My husband was upset, as this entire process has been anything but seamless. The associate refused to assist him further, instead calling another associate over “to deal with this guy.” Our oven was finally “found” after an associate checked three separate times, but our installation was then delayed by two more weeks. It was finally delivered and installed in our kitchen on Friday, 12/18/20. A short while later, our countertop installation team was working to put in our counters, at which time one of the workers touched one of the oven doors and was electrocuted. We used our circuit tester on the oven and the entire oven was live. We’ve had to shut off the power to it. The install team came back out later that evening and were unable to fix whatever the issue is. They advised us to go back to the store. Saturday morning, 12/19, we went back to the store and were told that we couldn’t be helped in-store because the appliance was already installed, and that we had to call a certain number for further assistance. We called that number and were told that they couldn’t help us because the store hadn’t closed our order as complete. They told us to call back after three, so we did and have gotten the same answer. We have each tried calling the store numerous time, and cannot get an associate on the line. The girl we spoke with at “the bridge” (I think that is what it is called) could not reach anyone either. We then tried to go a step further - my husband left a voicemail with the store's General Manager, Frank {removed per forum guidelines}. The associate at the bridge did as well. I left a voicemail for Kelsey {removed per forum guidelines}, the store's front end supervisor, and I emailed both Frank and Kelsey, all on 12/19. It is now 12/21 and neither my husband nor myself have been called or emailed by either Frank or Kelsey. I am absolutely appalled by the lack of customer service we have received throughout this entire process but now that we have a safety and fire hazard sitting in our kitchen, this lack of care and professionalism on Best Buy’s part is absolutely unbelievable. We have since been able to schedule someone to come back out to our house and try to fix whatever is wrong, but it took a combined 3 1/2 hours on hold between myself and my husband, all without the assistance of anyone in the store. Is this complete lack of customer service normal practice for Best Buy? I can guarantee that we will never go through Best Buy to purchase an appliance again, not that Best Buy cares, but it is extremely frustrating to spend so much money to then receive this kind of treatment.

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Registered: ‎11-12-2018

Re: Formal Complaint - Best Buy Store Number 517

Hello, ejt08,

 

This is not the kind of experience that we want to deliver, and I wanted to thank you for bringing this to our attention.

 

I would be happy  to document your feedback here at our Best Buy Corporate office.

 

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.

 

Best,

Natalie|Social Media Specialist | Best Buy® Corporate
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