03-04-2020 12:47 PM
Not sure where else to turn to get my experience and frustrations heard. I've tried getting help in-store, online, over the phone, and nobody at Best Buy seems to care. I've been an extremely loyal customer to Best Buy for years, and after my expereince buying appliances, I don't know that I could ever buy appliances from them again. Below is a copy of my notes from the whole expereince starting back in November of 2019.
The BEST BUY Experience... 11/22/2019
I originally walked into Best Buy, credit card ready, to purchase $3,318.94 worth of Samsung appliances I saw them advertising online as they came with $600 in Best Buy Gift Cards. After visiting the store to see them in person, I noticed an advertisement for $400 off of bundled black stainless appliances, that I did not see online – it was attached to about four different fridges throughout the appliance department. The associate claimed that was included in the “bundle” price, however, when I added it up, it was about $200 short. He double checked the promo and saw it was expired. He said he would be unable to honor it, but instead would “price match” Home Depot, meaning he would take $600 off of the bundle, rather than doing gift cards. I said I would think about it and come back when I wasn’t flustered over Best Buys error.
I returned to Best Buy, ready to buy the six appliance bundle with the price match offer of $600 off rather than in gift cards. The lady assisting me began ringing me out, and then informed me she would be unable to honor the price match/deal the previous gentleman had offered. She said it was due to the contracts they had with Samsung. I left furious and proceeded to call corporate.
11/24/2019 @ 12:10pm CST
Informed the automated system I had a complaint. Connected to a gentleman who said he would have to transfer me. I then spoke with a lady who was very apologetic and claimed she would escalate my issue, and I should expect a call back within 24 hours.
11/25/2019 @ 04:50pm CST
Having not heard anything from my escalation so I called back. Informed the automated system I had a complaint. Connected to a gentleman who informed me there was no complaint department and all that I could do was leave feedback online. Obviously either this gentleman or the previous lady is wrong/lying.
Returned to Best Buy to speak with a manager. After wondering appliances for 30 minutes with no assistance, I went to wait at customer service. 20 minutes later I finally got help and was told to meet a manager in appliances. A young gentleman came to assist me (I believe he was a keyholder rather than a manager), and he informed me if an expired ad was still out, they would have to honor it. Of course, the ad had been pulled the first day when I brought it to their attention, and unfortunately, I did not have a copy or picture of it. He called the gentleman who was off work but originally offered me the deal. After speaking to him, they asked if I could come back tomorrow when they would both be instore. I obliged.
Met with the two gentlemen as planned. After another back and forth it was determined that they could not remove the gift cards and “price match” Home Depot. They were able to take a small percentage off of each appliance that got the price a little closer to the expired advertisement that they had left out. While not completely satisfied after all the trouble I had been through between people contradicting themselves and corporate being absolutely no help, I decided this was probably the best deal I was going to get. By this point I already had people lined up to buy my old appliances, so I had to get new ones coming in.
After checking out and scheduling delivery (Washer and Dryer scheduled for 12/4/2019 and the rest scheduled for 12/18/2019), I asked about the free Samsung TV with the purchase of $2599 that was advertised. They looked at it, only to discover it was another expired advertisement! With three of them floating around, I made sure to get a picture before they pulled them. After the keyholder/manager said they would have to honor expired ads, he now refused to honor it.
Expecting delivery of the Washer and Dryer. With only 12 minutes left in the delivery window, they called and asked if I was expecting a delivery. I said yes, to which they informed me there was a mix up and it had not been put on a truck for delivery. They said they would try to get it on another truck and out that night.
Later that evening I reached out to corporate as I still had not received my washer and dryer. I tried utilizing the online chat feature and spoke with two different people who both tried to transfer me and ended up dropping the chat. I then called corporate while continuing to use the online chat. The gentleman on the phone apologized for everything and looked into the delivery issue. He stated the washer and dryer had never made it to the warehouse and he could reschedule the delivery. He also offered compensation for all of my issues but how much until the order was complete with all appliances delivered. However, he would leave notes in my account for future use. (Fast forward, I never saw anything come from this... yet another lie from corporate).
Finally received my Washer and Dryer. Started my first load of laundry and was immediately confronted with an issue. The washer when spinning was making a horrible grinding noise. I recorded it and took the video to Best Buy. They said it didn’t sound right, and they gave me a number to call and schedule a replacement.
I called and they scheduled the replacement for 12/9/2019 from 3pm to 8pm. They said I would get a message on 12/8/2019 with a smaller delivery window.
I never heard anything on 12/8/19. I utilized online chat to check on the status of my delivery. I was informed it would be delayed AGAIN. This time it was pushed back to 12/l8/2019 with the rest of my deliveries. This gentleman did offer compensation via a gift card, and I accepted it solely on the condition that it was restitution for this singular delivery issue, and not all the other issues I’ve been facing. He agreed and I did eventually receive it. (This is/was the only compensation I’ve received throughout this whole ordeal).
The rest of my appliances were delivered, including the replacement washer. However, the fridge did not fit. Even after measuring, we were never informed, nor was it listed, that the doors require an additional 2 inches to swing open. Immediately returned to Best Buy in order to swap the fridge. While the swap went relatively easy when compared to EVERYTHING else, although
it said delivery was available within a week, the system would not let the associate schedule it any
st earlier than January 31 ....
New fridge finally arrived.
Since all appliances had been delivered, I called to follow up on the compensation that had been promised back on 12/4/2019. Was told that they did not see any notes on my account so they couldn’t do anything. Rather than reargue everything I’ve been fighting, I decided it was time to clean up all my notes and leave reviews trying to save anyone from the same ordeal.
Washer began making intermittent grinding noises again. Called Samsung since I was outside Best Buys return window. They scheduled a technician to come out.
Technician from FriendTek, a Samsung Service Provider, came out and spent about 30 minutes running cycles. Informed me it was the two gears within the tubs grinding. He would order parts and they’d come back to fix it.
Technician (different than first) from FriendTek, a Samsung Service Provider, arrived and began making repairs. When finished he said he did not hear or see what the previous technician did, however, he went ahead and replaced all the parts that could have been causing the grinding. He ran a sample cycle and there was no grinding noise.
Once he left, I immediately began a load of laundry. Sadly, the grinding noise was still there. Furthermore, when I went to switch the clothes to the dryer, I noticed to top of my dryer was now covered in scratches from his tools on top of the machine. FURIOUS, I called Samsung and complained that the issue persisted and that FriendTek had damaged my dryer in the process. They connected me to FriendTek where I was told “we were not working on the dryer, so we can’t be responsible.” I called Samsung back to continue my complaint and attempt to get my washer (and now dryer) replaced.
In my book, a “new” washer isn’t one that needs constant repairs, so I asked that it be replaced. Samsung said they couldn’t replace either because the dryer is not their fault (EVEN THOUGH THEY CONTRACTED THE HELP) and the washer must continue to try and be repaired before it can be replaced. Since I wasn’t going to get it replaced at this point, I said I would accept another technician out as long as it was not from FriendTek. The gentleman said he would schedule a different company and I should hear something over the weekend about scheduling a different time for them to come out.
Samsung called me to verify the repairs had been completed and satisfactory. I missed the call but they left a message. While I want to appreciate them reaching out, WHAT A JOKE. I called them back to inform them that in fact, NO my washer was still not working and that I was waiting to hear from another company. The lady informed me that there was no open or pending tickets on my account....
After my disbelief that this was happening all over again, she worked with me to schedule a new company to come out. I’m still waiting to hear from them over the next 48 hours and will update this as I hear more.
03-04-2020 03:24 PM
Welcome back to the forums!
I appreciate you for taking the time to share your feedback with us regarding your experience with this purchase, as we take it seriously, and rely on it to find ways to improve our processes. Getting new appliances is a huge deal, and is supposed to be an exciting time. I am happy to learn we were able to take care of this for you diligently in the end, although it took longer than expected. Regarding your situation with Samsung, I hope they are able to resolve this for you in a timely fashion, and meet all of your expectations. I do apologize for any inconvenience this may have caused, and if you have any other questions or need further assistance, don’t hesitate to let us know.
03-05-2020 11:19 AM
While first and foremost, I appreciate the quick response. However, and I don’t mean to be rude, but I believe my tone may have been misinterpreted. I do not believe there is anything to be happy about in me being “diligently” taken care of in the end. The whole process was full of miscommunications, mix-ups, and empty promises. These are all things that I expect so much more out of Best Buy, and until this atrocity of an experience, Best Buy has been my home away from home. I do not feel that the one singular act of restitution for one of three delivery mix-ups corrects any of the countless injustices I endured in what was supposed to be an easy and exciting time. How often does someone literally walk in with a list of sku’s for all six major appliances, totaling thousands of dollars, just for it to turn into a four month long ordeal? Below is a more condensed version of events, and how we see it:
11/22/19 – Failed to honor promotion / Lied about price match
11/24/19 – Failed to honor previous promised offer
11/24/19 – Corporate escalation – LIE
11/25/19 – Corporate follow up, no help.
11/26/19 – Informed by manager/keyholder they had to honor promotions, but they didn’t honor either of the promotions they were advertising.
12/4/19 – Delivery mix up. Promised compensation and never received anything – LIE
12/6/19 – Delivery mix up with replacement washer
12/9/19 – Delivery mix up AGAIN. (There was compensation offered as a solution to this ONE singular delivery mix up, NOT as a solution for all of the previous and/or future transgressions)
12/18/19 – Swapped fridge out (while this did go smooth, I don’t believe that is anything that deserves special praise. This would have been no different if I would have been switching a phone case, for instance.) But I was given a ridiculous month and a half out delivery time even though online it said within 14 days.
2/10/19 – After finally receiving all items from the order I followed up on the compensation promised on 12/4 and was told there was no such notes in my account, thus there was another lie by an associate somewhere.
*From here on, I do agree, it has been an ongoing and continuing issue with Samsung.
03-05-2020 12:44 PM
I understand where you’re coming from, Chaseneffect. We have a team of Agents who specialize in solving these type of appliance situations. I'd like to invite you to call our Geek Squad Client Care team, at (800) 304-1259, and address all your concerns. This dedicated line is open from 8 a.m. to 11 p.m. CT, seven days a week. Thank you for reaching out to us!
03-05-2020 03:13 PM
I have spent all morning on the phone with them, constantly transfered from person to person in an effort to figure out who can help me. Finally after the sixth person they said "call corporate, but not the 800 number the 612". So thats what I did. After getting transfered to three different people, a gentleman told me that he was with the Geek Squad Care Team, and just like all those before him, he couldn't do anything... In stead I needed to reach out online....
YET AGAIN I'm being directed around in circles where nobody can help me.
03-05-2020 03:31 PM
I understand where you’re coming from, Chaseneffect. Going over your original post for clarification purposes, you mentioned that on 12/4/2019 you were offered compensation after delivery, and on 12/9/2019 we provided you said compensation, although it was not documented in the notes from 12/4/2019. When you finally spoke to the gentleman from the Geek Squad Client Care Team, were you able to address all of your concerns, along with what you were seeking from this situation? If not, I recommend calling them directly at (800) 304-1259 to get this addressed.