Delivery & Installation

[toconn]

I am SO frustrated with Best Buy right now.  I am a pretty good customer and have spent over $10,000 at Best Buy over the years and they are treating me like a criminal.  I ordered a 65" Samsung TV for delivery that was scheduled back on 4/20.  The driver called me at 7:15 AM and told me he would be there in 15-20 mins which was fine as I was in my office working in the front of the house.  After about an hour or so I realized no one had been at the house.  I called the driver back on the number he called me with and multiple no answers and no responses to my texts.  So, later that day when I still did not receive the TV I called Best Buy and they said it was delivered.  I disputed and said it was not delivered, since it was the same day she (Patricia) did not have a lot of information and told me someone would call me in 24-48 hours.  After 48 hrs, I called back and talked to a specialist and told him nothing was delivered.  They said it was delivered and they have picture of it.  I said I am not disputing that it wasn't delivered somewhere but it was not my house.  After they described the picture it was ABSOLUTELY NOT MY HOUSE.  I even checked with neighbors to see if it was delivered accidentally to the wrong house, nope no luck.  After the specialist, gathered the facts, he said something was not right with  this.  The delivery confirmation and picture was uploaded prior to the actual delivery time and after describing my house he agreed it seems like the wrong place.  He created a ticket and was going to escalate this and to expect a call back within 24-48 hours.  So, again after no update after 48 hours I called back and re-explained my story and they were going to follow up - he said the previous agent had set up a Case ID but did not submit it so it never went anywhere but he was going to take care of it.  So, after another 48 hours and no update, I call back once again, same story - they are looking at it, talking to the delivery/warehouse, blah, blah,blah. So, arfter 3 or 4 more calls, I was finally told that I should dispute the charge with my Best Buy/Citi credit card - I was surprised by this as it's not their fault.  I asked if someone could show me a proof of delivery, share the picture, etc.  They said they could not.  So, I disputed the charge with Citi and after 3 weeks they reinstated the charge because I ordered the TV and they have confirmation of delivery - again not to my house.  So, now I am on my 8 or 9th call back to best buy with the response someone will call me back in 24-48 hours.  SO FRUSTRATING!!!!!!!!!!

BEST BUY - YOU HAVE FAILED TO PROVIDE ANY EVIDENCE OF A DELIVERY TO MY ADDRESS.  THE PICTURE DOES NOT MATCH MY HOUSE.  SEND SOMEOUT TO MY HOUSE AND HAVE THEM VERIFY.  ALSO, I WAS NOT AWARE THE PICTUE WAS ACTUALLY TAKEN INSIDE A HOUSE - WOULDN"T SOMEONE HAVE TO SIGN SOMETHING.?  YOU SHOULD BE ASHAMED TO TREAT GOOD CUSTOMERS THIS WAY.  

CASE ID's - {removed per forums guidelines}, {removed per forums guidelines}, {removed per forums guidelines}.

HORRIBLE EXPERIENCE AND SERVICE BEST BUY - I AM NOT GETTING STUCK WITH THE BILL BECAUSE OF YOUR INCOMPETENCE.

[Jenni-BBY Retired: Social Media Specialist]

Hey there, toconn!

Thank you for joining our community here on the Best Buy Forums. Getting a new TV should be exciting, and I am sorry to hear that your experience has not be as smooth as we strive for. I am happy to look into this further!

To start, please send a private message with your full name, phone number, and email address, along with the order number (if you have it). You should be able to do this by clicking the blue button near my signature. 

Best,

[toconn]

After my original post, I called Best Buy once again since they did not call me back from my call last week.  I finally got through to a Customer Care represenative, who apologized and even agreed how ridiculous my experience has been.  She was going to put a refund through, she said be on the lookout in the next 1-2 days.  I actually felt a sense of relief and finally this was going to get resolved.  However, later that day I get an email from her stating she's in a different department and I need to call back and ask for Home Theater to get them to process my refund.  I have now been on the phone with a "Home Theater" represenative for over an hour and nothing, they want me to file a police report  WHAT????  Maybe Best Buy should investigate their driver.  WORST EXPERIENCE EVER - YOU ARE HORRIBLE BEST BUY.  If this was Amazon, it would have been refunded a long time ago.  

[toconn]

So, after 1 hour 20 mins on phone and being on hold most of the time, they redirected me to a new represenative who had no information.  I told him how frustrating this was and that Best Buy was horrible and "George" hung up on me!!!!!!  Really????  Great customer service.

[jdogg836]

Have you followed up with Jenni-BBY via private message as mentioned above?  I looked over your two follow-up posts and didn't see any mention of that, only additional phone calls.

[toconn]

Yes, I did and submitted all the information.  Waiting to hear but still pursuing through Customer Care Team. Thanks.

[toconn]

This is still NOT resolved.  Best Buy said they would not move forward without a police report, so I got a police report and they have not provided me a way to get them the police report.  They just keep telling me the police will contact them and they will support their investigation.  The police are finished with their investigation and have stated this is a Best Buy issue as we confirmed it was not stolen from my front porch, etc.  Best Buy is trying to make this a local police problem vs. looking internally.  Absolutely ridiculous.  Once again, I have been waiting 9 days to get my call back from when my "Case" was escalated.  Its getting tiresome calling Best Buy and spending multiple hours on the phone with no progress.  I can't believe Best Buy treats customer this way.  

[LisaPit]

Wow. This is horrible! Best Buy should not treat customers this way. I hope you get your problem resolved.

[toconn]

Funny - I just posted about my latest 2 Calls with Best Buy customer service and how poor it has been (2 hours with no additioinal information or resolution) but BILL-BYY deleted the Posts within minutes.  I guess it's easier to delete posts than resolve the problem.  

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@toconn wrote:

I am SO frustrated with Best Buy right now.  I am a pretty good customer and have spent over $10,000 at Best Buy over the years and they are treating me like a criminal.  I ordered a 65" Samsung TV for delivery that was scheduled back on 4/20.  The driver called me at 7:15 AM and told me he would be there in 15-20 mins which was fine as I was in my office working in the front of the house.  After about an hour or so I realized no one had been at the house.  I called the driver back on the number he called me with and multiple no answers and no responses to my texts.  So, later that day when I still did not receive the TV I called Best Buy and they said it was delivered.  I disputed and said it was not delivered, since it was the same day she (Patricia) did not have a lot of information and told me someone would call me in 24-48 hours.  After 48 hrs, I called back and talked to a specialist and told him nothing was delivered.  They said it was delivered and they have picture of it.  I said I am not disputing that it wasn't delivered somewhere but it was not my house.  After they described the picture it was ABSOLUTELY NOT MY HOUSE.  I even checked with neighbors to see if it was delivered accidentally to the wrong house, nope no luck.  After the specialist, gathered the facts, he said something was not right with  this.  The delivery confirmation and picture was uploaded prior to the actual delivery time and after describing my house he agreed it seems like the wrong place.  He created a ticket and was going to escalate this and to expect a call back within 24-48 hours.  So, again after no update after 48 hours I called back and re-explained my story and they were going to follow up - he said the previous agent had set up a Case ID but did not submit it so it never went anywhere but he was going to take care of it.  So, after another 48 hours and no update, I call back once again, same story - they are looking at it, talking to the delivery/warehouse, blah, blah,blah. So, arfter 3 or 4 more calls, I was finally told that I should dispute the charge with my Best Buy/Citi credit card - I was surprised by this as it's not their fault.  I asked if someone could show me a proof of delivery, share the picture, etc.  They said they could not.  So, I disputed the charge with Citi and after 3 weeks they reinstated the charge because I ordered the TV and they have confirmation of delivery - again not to my house.  So, now I am on my 8 or 9th call back to best buy with the response someone will call me back in 24-48 hours.  SO FRUSTRATING!!!!!!!!!!

BEST BUY - YOU HAVE FAILED TO PROVIDE ANY EVIDENCE OF A DELIVERY TO MY ADDRESS.  THE PICTURE DOES NOT MATCH MY HOUSE.  SEND SOMEOUT TO MY HOUSE AND HAVE THEM VERIFY.  ALSO, I WAS NOT AWARE THE PICTUE WAS ACTUALLY TAKEN INSIDE A HOUSE - WOULDN"T SOMEONE HAVE TO SIGN SOMETHING.?  YOU SHOULD BE ASHAMED TO TREAT GOOD CUSTOMERS THIS WAY.  

CASE ID's - {removed per forums guidelines}, {removed per forums guidelines}, {removed per forums guidelines}.

HORRIBLE EXPERIENCE AND SERVICE BEST BUY - I AM NOT GETTING STUCK WITH THE BILL BECAUSE OF YOUR INCOMPETENCE.

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