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New Member
Posts: 3
Registered: ‎07-14-2022

Formal Complaint

[ Edited ]

I originally ordered appliances June 23 through Best Buy’s website. I called 888-237-8289 (Best Buy Geek Squad) the same day to schedule delivery & installation. I was told the appliances needed to be delivered to their warehouse first and I would then receive a phone call to schedule an appointment by June 28. I never received a call. I called June 29 for an update. Was told that my order would be escalated for review and that I would get a call back in 48 hours. I never received a call. I called July 1 and was told the previous escalation was put in incorrectly and that I would get a call within 48-72 hours (I even confirmed that they were working on the holiday which I was told they were). I never received a call. I called July 5 and was hung up on from a representative at least 4 different times. I asked to speak with a supervisor on several occasions and my request was denied or ignored each time and I was ultimately hung up on. On my final phone call attempt of that day, I was advised that the center was closing soon and the only supervisor on duty was stuck on a call. I was reassured that I would receive a phone call the following day by the supervisor. I never received a call back. My husband then went to Newington, NH Best Buy store on July 7 and cancelled our online order. He reordered the same products in store and scheduled a delivery date of July 14 between 7AM-1PM. My husband and I both took the time off from work to be available since we received a confirmation text message from Best Buy on July 13 advising that our delivery would be July 14 now between 9AM-1PM. On July 14 at 11:45AM, I received an email from Best Buy advising that the estimated arrival time was 11:50AM. By 1:40PM our appliances had not been delivered nor had we received a phone call with any update as to the delay. I called Best Buy again at 1:45PM, was put on hold and hung up on. The last phone call I made I was advised the delivery truck broke down and that the delivery agents called and left us a voicemail informing us of the issue. We never received a call or a voicemail to the phone number they said they called. The Best Buy agent once again refused to place me on the line with a supervisor due to them being too busy. I was also refused the option of holding on the line for a supervisor. The representative refused to inform me which agency legally regulates their call center because it is “a security issue and not a part of their protocols”. I ultimately rescheduled the appointment myself online and was informed that my case would be escalated to Best Buy’s “back office” and I would receive an email from their back office with their next steps. The agent did provide me a case ID # {removed per forum guidelines} to bring to the Best Buy store to receive a compensation check of 10% of our order total. I will be waiting on the email and will be visiting the store July 15 to receive the check. Each time I called was to the same phone number I listed at the beginning. I have filed a complaint with the BBB, FTC and the NH Attorney General and look forward to corrective action being taken against Best Buy for the horrendous customer service I have received.

Posts: 50
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Solutions: 0
Registered: ‎12-07-2021

Re: Formal Complaint

Hello, Danielle,

 

Thank you for reaching out to us here on on our Best Buy Forums. We are glad to have you here! I do see that you are currently working with Connor, and would direct this conversation to the private chat you currently have open with him.

 

Kindly,

Brandon|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎07-14-2022

Re: Formal Complaint

I will be keeping my complaint on the forum to make sure the public is aware of the customer service issues so they can make an educated decision as to whether to purchase services through Best Buy in the future.
Posts: 3,402
Topics: 41
Kudos: 120
Solutions: 182
Registered: ‎10-19-2017

Re: Formal Complaint

This topic has been moved to its own thread under the board Delivery & Installation for further review.

New Member
Posts: 3
Registered: ‎07-14-2022

Re: Formal Complaint

We ended up going to our store. They said to wait until the appliances were delivered and then go back to the store for a 10% refund on our original payment method. Crazy how terrible their system is!! Yes. I would highly recommend filing a complaint. I put one through BBB, FTC & the attorney general. All were pretty easy to do!