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Posts: 1
Registered: ‎02-06-2019

Horrible customer service+horrible retention policies=lost loyal customers and sales

Ordered refrigerator online for delivery and installation. Delivery install guys show up and tell me the height specs online don’t match the unit. I have 68.75” height space over back of unit available. Online specs and diagram say unit is 68.5” height in back of unit without hinges. Install guys insisted even after I asked 3 times that they measure the unit itself in truck and it was 70”. Only thing I didn’t do was get on truck to measure myself. Went through a few people on the phone finally ending with a DOD supervisor in Texas. My issue was missing a day of work for deliver of the unit that had the wrong specs listed online. Completely BB error, even if their install team measured wrong, still on BB. So much time wasted and a day off work later, I asked if they had any customer retention for giving BB a 2nd chance for my business based on the aggravation and time they caused me. I was told I would have to go back and purchase, deliver and install FIRST. Then call back and see what they would do for me. So what is the motivation for me a loyal elite member to go back?? Absolutely nothing except to give them a 2nd chance, complete purchase and delivery, and call them back hoping for them to throw me a crumb for all the aggravation after the fact. Horrible customer loyalty retention Policy! It is completely irrational and they will never get a 2nd chance from a single customer with this policy. Needless to say I am going elsewhere for this and all future appliance purchases. You just lost a loyal customer BB...
Posts: 316
Topics: 23
Kudos: 81
Solutions: 17
Registered: ‎10-19-2017

Re: Horrible customer service+horrible retention policies=lost loyal customers and sales

Hello Eric,

 

Welcome to our forum! We appreciate you taking the time to share this feedback with us, as we know buying a new appliance is a large purchase that takes time and research so we certainly do not wanting to be providing inaccurate information online.

 

As someone who has stayed home for deliveries I know how much scheduling can go in to being home for the appointment, so we truly appreciate that you held up your end by making that time frame work. That said, I know that staying home for a delivery only to have the unit not be the size expected is less than ideal. If you could send me a Private Message by selecting that option in my signature below, I'd be happy to take a deeper look in to this.

 

Please include your

 

Full Name

 

Phone Number

 

Email Address

 

Order Number

 

Although I can understand where you are coming from, our main goal is to work on getting the situation resolved rather than to offer compensation, which is why we would wait until the delivery is completed before discussing possible compensation.

 

If you would like help with finding another fridge that would work for your space and setting up an appointment that works with your schedule, I'd be happy to discuss that further through Private Message.

 

Sincerely,

 

Jessica

 

 

Elle|Social Media Specialist | Best Buy® Corporate
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Posts: 316
Topics: 23
Kudos: 81
Solutions: 17
Registered: ‎10-19-2017

Re: Horrible customer service+horrible retention policies=lost loyal customers and sales

Hello Eric,

 

Just wanted to give you a heads up that I'm heading out for the night, but I'll be back in office on Friday. I look forward to reading your Private Message so we can discuss this further when I get back.

 

I hope you have a lovely night!

Elle|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!