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New Member
Posts: 4
Registered: ‎09-12-2018
Accepted Solution

Formal complaint

Best Buy’s delivery and installation service is horrible.   Spent hours confirming information by phone and with very poor results.  Bought new refrigerator with delivery, installation, and removal of old fridge.  Old fridge is built in.  No one asked what fridge was being removed.  Friday scheduled delivery and service people said no installation because they can’t remove a built in with two people.  Placed new fridge in garage making us move a new expensive car into driveway where it’s been raining for several days.  Reschedule an appointment to install new fridge and remove old specifically stating needing a four man crew as was told.   Installation date confirmed for Wednesday between 10am and 2pm.   Email confirmation received for appt.  even called the day before to confirm just to be sure.   Husband takes day off of work.  No show for installers.  Called Best Buy at 3:30 and was told there wer delay and that system notes say we were notified.   No one in my household received a phone call about delay.   Was told installers would arrive around 5:30pm.   No show.  Called again at 6:30.  Was told that they would arrive in 1/2 hour around7:05pm.   Received email saying that arrival would be at 7;05 pm.   At 6;50pm. Received email thanking me for letting Best Buy serve me along with a record of service.   No one called and no one showed to do any installation.   At 9;00pm. Called again and was told that there was another note in the system that we we called and notified that  appointment had to be rescheduled.   At no time did Best Buy contact anyone in my family.   I have made over a dozen phone calls in almost a week.  Was told that they would call my husband in the morning and possibly be able to install the refrigerator Monday next week.  Honestly how can they expect people to keep taking days off of work for their incompetence.  At no time did they contact my family. Sporadic emails   I have continually called and even gone to the store in person to verify thing.  Nothing gets done nd it seems no upper level management follows up.  Would NEVER recommend Best Buy after this.  Three people in my family bought refrigerators in the last 2 months no one waited over a week to get them delivered and installed.   No one had any issues with poor customer service.  I have never bought an appliance from Best Buy before and it is highly unlikely I will again.  Corporate needs to follow up on their service and installers immediately  

New Member
Posts: 4
Registered: ‎09-12-2018

Re: Formal complaint

Interesting that people who have made complaints days ago have not had a response while newer posts have been responded to. Does anyone in administration care that there are so many complaints of the same thing...poor customer service, no shows and calls for installation days, no response by Best Buy? Even when you deal with a case manager nothing gets resolved. Customer care and service is top priority for companies who wish to foster long term success and remain in business. Pricing/sales may get customers in the store but continue lack of respect and response to customer concerns in today’s world will have customers looking elsewhere. Management needs to start making radical changes in customer service and installation. Sales representatives in the stores are wonderful. It’s the service after the sale that will drive repeat customers.
New Member
Posts: 4
Registered: ‎09-12-2018

Re: Formal complaint

Second installation appointment scheduled and again NO SHOW and NO CALL. Total disrespect for people's jobs having them take days off and wait for nothing!!! Totally unacceptable. When is management going to respond?
Posts: 2,631
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Registered: ‎04-18-2017

Re: Formal complaint

Greetings NYteachr-

 

I'm at a loss of words to let you know how disheartening your posts were to read.  I'm not entirely sure why the installation teams have not arrived, but I'm grateful you brought this to my attention, here on the Best Buy forums!

 

I'm showing this case was indeed escalated, and a case manager was assigned, using the email provided at the time of registration.  I've reescalated the concerns to the appropriate support teams, and I'm going to need to work with you to gather some additional information so that I can disclose the information when I hear back from them!

 

For me to have this opportunity, click the blue button in my signature line below to send your private message to me.  Please confirm your full name, phone number, email address.  I'm wanting to get the ball rolling in the right direction for you, and I'll be keeping a close eye on my inbox for your reply! 

 

Truly, 

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎09-12-2018

Re: Formal complaint

[ Edited ]

Ann {removed per forum guidelines}
{removed per forum guidelines}. I am hearing impairedthis is my husband Manny's phone number
Email. {removed per forum guidelines}
I was informed this morning that the original case manger is off this case with a note on 9/14 that she cannot please the customer. This was the day she was to return a call to my husband about delivery and never did. My husband has spoken to people yesterday and today and requested delivery tomorrow. They told him he's scheduled for Thursday which means he has to take another day off of work. People are home tomorrow but they tel him them can't help him. This is an absolute nightmare

Posts: 4,431
Topics: 27
Kudos: 376
Solutions: 239
Registered: ‎12-23-2016

Re: Formal complaint

Hello Nyteachr,


Thanks very much for getting back to us with those details. 


I see that you’ve also sent in a private message regarding this. Because we respect your privacy I’ll be replying directly to that message. You can check the response by logging in to your forum account and clicking on the orange envelope in the top right corner of the page.


Sincerely,
 

Kyle R|Social Media Specialist | Best Buy® Corporate
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