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New Member
Posts: 5
Registered: ‎01-06-2022

Horrible, horrible, couldn't be worse experience and service....NEVER AGAIN

[ Edited ]

I had an offer accepted on my new home on 11/13/2021. I'm preapproved and ready to go. Going to close on Dec 15, and this place needs all new appliances. Supply chain issues and all that, I figure I better order early. So on 11/13/2021 - the day my offer was accepted, I order ALL new LG appliances - range, refrigerator, dishwasher, and over the range microwave. Plus an 86" LG TV! (Store Order Number {removed per forum guidelines}) ALL in stock. I arrange for delivery of appliances on Dec 18. I buy the Total Tech membership - free delivery, install, and 2 yr warranty - no brainer - right? Well, the logistics company (XPO Logistics) brings the range, microwave, and dishwasher - but NO refrigerator. I just bought the house and have no refrigerator. Installer says different guy bringing the fridge today. It's a no-show. No call, no warning, no nothing. AND, good thing I checked the microwave before the installer left 'cause it does everything but heat food - it's main job. The installer says he's gonna call it in for a replacement (he NEVER did, but more on that later) I call Best Buy and after being on hold over 20 minutes, I find I have to reschedule the fridge. Funny thing is, while on hold, I'm close to the Niles, OH store (#834) I bought everything at, so I head that way. I'm on hold still while walking into the store. I get in front of an actual person, at the actual store I bought it from, only to find that basically once they sell it to you they are done with you. The manager hands me a phone # he wrote on a scrap piece of paper for me to call. That's the best they can do. I call - IT'S THE WRONG #!! - so after being on hold forever with that WRONG #, I get transfered to be put on eternal hold again. Once I'm finally with a live person on the phone, Best Buy will deliver it Dec. 23. OK....I can handle 5 days I guess. Remember the broke microwave? They'll remove and replace that on Jan. 6, 2022. Remember, it's still Dec. 18 - I don't wanna lose you. Try living without a microwave for 3 weeks - sounds easy - it ain't. So Dec 23 comes around for 2nd refrigerator attempt between 1:00 and 6:00. I take off work AGAIN. 3:00 rolls around, I get a call that the delivery driver calls in sick midway through his day, and they call him back to warehouse. My refrigerator IS ON THE TRUCK. OK, it's COVID time, I get it, just bring it tomorrow. NOPE. I get thrown completely to the back of the line, like I JUST bought it today, and the soonest I can have it is Jan 6. I ask why can't you just bring it tomorrow? It's already on the truck! Nope, that's logic. Can't do that. I went through probably 5 people to try and help me, to no avail. I'm livid by now, but say screw it, schedule me for the 6th. Later that night around 9 PM, for you know what's and giggles, I jump on Bestbuy.com and find my refrigerator. It's says if I buy it now, I can have it Dec 27. WHAAAAAT! 5 people just told me I couldn't have mine, that's sitting at the warehouse ready for delivery, and was on a truck once already, until Jan 6. I call Best Buy, point this out to the lady on the phone, and she says yes we can deliver it on Dec 27. OH........ MY......... GOD. Unbelievable. Remember, I still have no microwave, well I do, it just doesn't work, but more on that later.  So I schedule the fridge for Dec 27 0nly to find that I somehow lost the free install I ordered as a Total Tech member. So I install it myself - no biggie - but still. Oh by the way, I had already bought a used refrigerator to get me through Christmas, that's money I'll never get back. The fridge comes Dec 27th on the 3rd attempt. Finally. Now, through all these installs, I was made aware of before hand, and did get a call from the installer when they were on their way to my house. It's now Jan 6 for the microwave replacement between 7 am and 1 pm. I go to work expecting a call that they're on their way.  It's hitting noon and no call. I call Best Buy, and apparently they were at my house at 10:00 and left. I was told they called at 10:00 and didn't get an answer. It hits me, I did get a call at that time, and my caller ID said "Scam Likely". WHO ANSWERS A "SCAM LIKELY" call?!. I checked the voicemail for afforementioned "Scam Likely" call right after it came in at 10:00, thinking maybe it is the installers. The voicemail is just several seconds of heavy breathing - like in any number of horrors flicks you've seen. Nope.....apparently that was my installer. Had he left a message, I'd have left work (I'm only 15 minutes from home and would have beat him there and met him. I'm done with Best Buy. I'm taking the microwave back and getting a refund. I have learned my lesson of broken promises, lies, and horrible customer service. Oh yeah, while calling about the failed refrigerator deliveries, I'm told by Best Buy that as a Total Tech member, they have seen significant refunds to customers in instances like this. I ask how much? They tell me we won't know 'til after it's delivered, but it can be a lot! Nice tactic to end the phone call. I haven't seen or heard any thing. I didn't even ask for it - it was falsely offered. I'm done with Best Buy. Never again. 

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Posts: 439
Topics: 9
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Solutions: 22
Registered: ‎11-23-2018

Re: Horrible, horrible, couldn't be worse experience and service....NEVER AGAIN

Hello, dharries55,

 

Thank you for creating a profile here on the Best Buy Forums. Welcome to this community!

 

Congratulations on your new home! We take great pride on our customer service, so this is certainly not what we like to hear. I can absolutely understand where you are coming from here, as this is not the experience I would expect to deal with on top of everything that goes along with the process of purchasing a home. We would like the opportunity to formally document these concerns here within the Corporate Campus, so would you mind sending me a private message with your full name, email, phone number, order number, and any further details on the incident you wish to share?

 

Kindly,

Quinton|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎01-06-2022

Re: Horrible, horrible, couldn't be worse experience and service....NEVER AGAIN

Do you know how many people from Best Buy I've talked to? Do you know how much time I've spent on hold? Only to be transferred, put on eternal hold again, and the next person has no clue what you just explained to the previous person. Do you know how much time I've missed at work for last minute cancelled deliveries? I have not had a working microwave since 12/18/2021. Try living without one. I thought it wouldn't be a big deal. IT IS! 

New Member
Posts: 5
Registered: ‎01-06-2022

Re: Horrible, horrible, couldn't be worse experience and service....NEVER AGAIN

I supplied my personal info you asked for, and have not heard boo from you, but here's an update on my end. I did return the inoperable microwave. To take it down, I had to get on a 2 step stepstool to reach the bolts that hold it onto the top cabinet. As I backed out the 2nd bolt, the microwave dropped HARD. Remember, it's over top of my brand new gas range. I somehow caught it with one hand, while maintaining my balance on the step stool. I get on the floor, grab it with my 2nd hand, and it pulls right off the wall. There were 3 screws holding the microwave wall bracket to the wall. He used DRYWALL screws. WORSE, HE DIDN'T HIT EVEN ONE STUD. I have pictures. I showed the guys in Best Buy. They were shocked. I also showed the guys in Best Buy the cancelled check I wrote to DMJ Contractors (Best Buy's installation subcontractor) for $25 install fee that was supposed to be covered by my Total Tech membership. To the store's credit, they did reimburse me that. I told them, for $25, I didn't want to hold up my install. What a side gig this guy has. 

New Member
Posts: 5
Registered: ‎01-06-2022

Re: Horrible, horrible, couldn't be worse experience and service....NEVER AGAIN

I supplied my personal info you asked for, and have not heard boo from you, but here's an update on my end. I did return the inoperable microwave. To take it down, I had to get on a 2 step stepstool to reach the bolts that hold it onto the top cabinet. As I backed out the 2nd bolt, the microwave dropped HARD. Remember, it's over top of my brand new gas range. I somehow caught it with one hand, while maintaining my balance on the step stool. I get on the floor, grab it with my 2nd hand, and it pulls right off the wall. There were 3 screws holding the microwave wall bracket to the wall. He used DRYWALL screws. WORSE, HE DIDN'T HIT EVEN ONE STUD. I have pictures. I showed the guys in Best Buy. They were shocked. I also showed the guys in Best Buy the cancelled check I wrote to DMJ Contractors (Best Buy's installation subcontractor) for $25 install fee that was supposed to be covered by my Total Tech membership. To the store's credit, they did reimburse me that. I told them, for $25, I didn't want to hold up my install. What a side gig this guy has