09-09-2021 08:49 AM
I ordered (and was fully charged for) a washer/dryer unit on Aug 31. My delivery/installation/haul away was first scheduled for September 3. The crew came early and discovered that the dryer latch was missing so the door would not shut. I appreciated them catching that before bringing it up to my 2nd floor apartment and they called customer service so that it could be re-scheduled before they even left my driveway. They were great and really helpful.
My second delivery was scheduled for Sept 8, with arrival between 9-1 pm ET. The delivery crew did not arrive until 1:30, which I didn't have a problem with. I understand how things can get backed up. From the beginning it was clear that this experience was not going to be as smooth (even though the first unit was broken!) as my first delivery appointment. This crew was rude, aggressive, disrespectful, and clearly didn’t want to fulfill what they were HIRED to do — and that I had already PAID Best Buy for.
At which point, I called customer service, who asked why I was calling because the job was done. I said no, so clearly the system was updated inaccurately. She said she would fix that but it had to go to another department to update, and that I would get an email to reschedule. I received the email and when I went into the system, found out the earliest date the automated system gave me for installation and haul away was mid-October. So I called customer service again in the evening. And was told I had to call someone else to get the installation scheduled, after being on hold for 40 minutes and speaking with someone for 10. Which I did. And was told the earliest appointment they could get me was September 14. I asked, given the circumstances — which she was very understanding of and sympathetic about — there was any way this could be solved sooner. She said no, because everyone was already booked.
Now, if talking to a person can get an earlier appointment than the automated system, that implies there IS a fair amount of flexibility built in.
Regardless, I took the appointment SO I WOULD HAVE IT, and then asked if it was clearly stated that the next appointment required that all of the accessories I purchased would be delivered (those remained in their truck), along with the installation ,and haul away of my broken washer and dryer. She said she would add a note. WHICH IS NOT REASSURING.
I also asked for confirmation that a different crew would come next time. I was told that they have no control over who the next crew is — even thought I explicitly asked that this crew (crew id 726_41C) never come back to my house again because they were so hostile to me and ineffective — because they contract with a third party and the earliest a Best Buy crew come come is the middle of October. But they would add a note.
Really? I have a hard time believing that a major company that is dedicated to customer service does not have access to assigning crews, REGARDLESS of who they are since they all ultimately work for Best Buy, making them the responsibility of Best Buy to manage. Furthermore, I would expect that all personnel follow COVID-precautions, including mask-wearing inside — which the first crew did. NEITHER person yesterday wore a mask. Or social-distanced from me or my husband. Is this really how Best Buy is managing delivery during a global pandemic?
This was the WORST appliance delivery experience I have ever had. I purposely chose to purchase this from Best Buy because the appliance I wanted was available and timely and I had previously had good experiences with Best Buy. For my “inconvenience” the 3rd customer service agent offered me an $85 Best Buy gift card. Not acceptable.
What I would like is to have my washer/dryer installed ASAP, before September 14, with all of my accessories delivered at that time, properly installed, and my old washer and dryer taken away, completing the service I paid for. Without the aggression and attitude I received at my 2nd appointment.
And if the same crew shows up at my house, I will cancel the entire order on the spot, you will remove the unit from my house, and I will purchase it from one of your competitors instead. Because at the very least, Best Buy should ensure that your employees (regardless of whether they are a contracted third-party or not) treat your customers respectfully.
09-09-2021 09:24 AM
Thank you for taking the time to share the details of your recent delivery appointments. It is always nice to hear from one of our loyal patrons, although what you’ve described is not a reflection of the expectations we have in place. Our goal is to make the delivery process seamless, which is typically the outcome. It sounds like the first team who arrived conducted themselves in a professional manner, although it is clear that was not the case, during the second appointment. There are several factors that I want to be sure are addressed. I understand why you would want this to be resolved, in a timely manner. While I’m unsure if a sooner service date would be available, this is something I’d like to further investigate.
So I may access the order details, please send a Private Message. For verification purposes, please be sure to include your full name, email address, and telephone number. I will be out of the office the next two days. If you do not receive an immediate response, I will get back to you, on Sunday.
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