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New Member
Posts: 8
Registered: ‎03-02-2020

Horrible experience

We recently purchased a kitchen suite from Best Buy which consisted of a dish washer range refrigerator and microwave all totaling just under $5000 . Delivery was scheduled for Saturday February 22 between 7 am and 1 pm we received an email onFriday February 21 to confirm the delivery I waited until 1:15 to call and check when they would be coming I was told your order is picked they are just running late . Ok I call back at 4:30 and was told we were just going to call you our truck is broken and we are not making deliveries today so 10 hours wasted waiting for the delivery . We purchased our appliances from the Altoona PA and somehow the delivery team was coming out of the Johnstown PA store. A new delivery date was set for Wednesday the 26 the appliance did arrive but the team was unable hook up the gas range because it needed to converted for propane . I went to the Altoona store to talk with Joe about the horrible experience he said he was familiar with the area and suggest if I wanted it done quicker he gave me the name of an appliance store in my area that might be able to assist . Joe was profession and polite but seemingly could care less about what was going on , he did offer to refund the install fee and offered a $100 gift card. We are still waiting for a third party contractor to come and install the range on March 9 so now I am missing a day of work so we may finally have a stove to cook on . Last weekend we tried to use the new dish washer so I was reading the manual prior to use and discovered that the install team never fastened the dishwasher to the cabinets or fastened the clamp to the drain hose . I did both repairs so that we could use the dishwasher.
In summary 2 days of work missed a dishwasher improperly install.
I was insulted that $100 gift card was what Best Buy feels is just compensation for missing 2 days of work and 4 hours on the phone mostly on hold. We are currently looking for a new washing machine even though we have the total care program the store that sold me the package doesn’t have any repair program for washing machine but assured me if my computer breaks they can fix it. Maybe Best Buy shouldn’t be selling appliance and I feel it’s safe to say we will no longer shopping at Best Buy . Looks like it’s going to be a trip to Lowes or Home Depot to look at washing machines this weekend
Posts: 7,191
Topics: 116
Kudos: 243
Solutions: 394
Registered: ‎12-23-2016

Re: Horrible experience

Hello, Ronm8318,

 

Thanks so much for joining the Best Buy Community forums and for reaching out to us about the issues you had with your delivery. We want to make buying appliances as easy as possible, and we clearly fell short here. I'm sorry about the missed delivery and the installation issues.

 

I know you've already worked with your local store on the stove issue, and they suggested a third party, but I'd appreciate it if you could reach out to our Geek Squad Client Care team at (800) 304-1259. That team is set up specifically to help with appliance delivery issues, and may be able to find an alternate solution for you.

 

In addition, they can see if they can help out with that dishwasher, since you had to do work yourself to make it right.

 

Please give them a call when you get a chance.

 

Sincerely, 

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎03-02-2020

Re: Horrible experience

Just called the 1800 304 1259 phone another waste of time. I wish I could go back in time and never have walked into Best Buy . I hope I never see the store again and I urge any that read this post please do yourself a favor and look else where to shop, I can guarantee that the service can’t be any worse
Posts: 7,191
Topics: 116
Kudos: 243
Solutions: 394
Registered: ‎12-23-2016

Re: Horrible experience

Hi, Ronm8318,

 

Thank you for giving that line a call. I'm sorry they couldn't help.

 

Please send me a private message by using the link in my signature below this post with your name, email address, and phone number,a long with the details of what we told you over the phone. I'd like to review this to make sure that we looked at everything for you.

 

Sincerely,

Kyle R|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎03-02-2020

Re: Horrible experience

[ Edited ]

Ron {removed per forum guidelines}

{removed per forum guidelines}
Too long of a bad experience to write over again please see original post

Posts: 1,041
Topics: 56
Kudos: 237
Solutions: 63
Registered: ‎11-30-2015

Re: Horrible experience

Ronm8318,

We've received your private message and will follow up with you there later today.

Best,

Fey|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎03-02-2020

Re: Horrible experience

So I schedule another day off of work and at 3:15 I receive a call from BestBuy with some bad news they do not have anyone that will make the appointment scheduled for Monday we will contact you in the next 24 hours with a new appointment. So I miss another day of work. An in line with Best Buy motto we are sorry and understand your frustration BUT THERE IS REALLY NOTHING WE CAN DO. I’m starting to think that this is a joke or game at Best Buy. Before you reply to call the customer service number I already have do so and wasted another 45 minutes hearing sorry
Posts: 5,910
Topics: 200
Kudos: 512
Solutions: 292
Registered: ‎08-21-2017

Re: Horrible experience

Hello, Ronm8318,

 

Welcome to our forums and thank you for providing an update on this appointment. I know it's not easy to set time aside for an appointment and can understand your frustration to hear your next one will need to be rescheduled. I appreciate you letting us know about this. At this time our Geek Squad Client Care team is best suited to further assist you. They can be reached at (800) 304-1259 from 8 a.m. to 11 p.m. CT, seven days a week. I do see that you've already reached out to them, please let us know if you are unable to get this appointment rescheduled in the next 2 hours and we'll be happy to see what options we may have moving forward.

 

Regards,

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎03-02-2020

Re: Horrible experience

Thank you for replying I am contacting them again today I already sent another hour of my time on the phone with customer support they have already told me that there is nothing they can do and that someone from install will contact me in the next 24 hours . I also reviewed the notes on my case today and the specialist I spoke with took ok notes . They did however fail to add the note pertaining to the extra hole drilled in the new kitchen cabinet for the dishwasher connections . If it is possible please have someone review our conversation , at this time I would like to move forward with the insurance claim and have an adjuster contact me to start the cabinet repair / replacement
Thank you again
Posts: 5,910
Topics: 200
Kudos: 512
Solutions: 292
Registered: ‎08-21-2017

Re: Horrible experience

Good morning, Ronm8318,

 

I appreciate you getting back to me. Our partner, Sedgwick Claims Management Services, processes these damage claims. Have you already had a claim created? If not, please let me know and I will be glad to help you get this initiated.

AndrewB|Social Media Specialist | Best Buy® Corporate
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