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New Member
Posts: 2
Registered: ‎05-30-2022
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Insanely Bad Customer Service - NEED SUPPORT

I’m going to try and summarize the nightmare that is Best Buy appliance support on the rare chance that someone might be able to help me.

 
Interaction 1:
 
I wanted to buy a decent LG Washer and Dryer and settled on one via the Memorial Day Special on 5/26.   I bought it at the store, and got a 5/29 delivery date.  I also was supposed to get a 15% “Best Buy credit” for using a credit card I signed up for at the store.
 
Interaction 2:
 
On 5/28, I called to confirm the order and was told I was still good too  - 5/29 everything was good.
 
Interaction 3:
 
Later that day, I got a text message saying I need to confirm my delivery time (strange because I already had a date/time locked.
 
I clicked on the link which seemed to break my order up into two parts - one which was set for a 5/29, the other which was “unconfirmed”.  When I tried to confirm the date/time, it seemed to offer me a date time of 6/29 - a month out.  Completely unacceptable.   I called and re-called to confirm everything so I could buy the LG pedestals from a friend of mine — not to mention that I need this W&D this week, not in a month.
date-time
Interaction 4:
 
I called support and was told that the W&D was “out of stock” and the soonest I could get it was 6/29.   I said that wasn’t going to work and to please find an alternative solution.  Let me buy an upgraded model or something.  You can’t be completely out of ALL white LG Washer and Dryers.
 
After almost an hour, the rep finally seemed to figure out that I could get an upgraded model which WAS available and could be delivered on 6/1.  She managed to give me a 20% discount on both appliances which would have cost me an additional $140 (but much less than the $370 more for the two upgraded appliances.  And I could get them on time.   Great.
 
Interaction 5:
 
I got yet another message asking me t confirm the appointment.  I went into my account and saw NOTHING about the new appliance only a long string of mess about the original order - waiting for me to confirm the date / time of the original order.
 
Interaction 6:
 
I called BB again and spoke to an inept rep who basically told me that while the rep could see that I spoke to someone, that rep had not “confirmed the order” or something.  She had put a request in, but I didn’t have a “confirmed time” even though I had.  When I asked the rep to confirm it, I was told again, there was nothing available .  I again asked for them to give me any white LG W&D and was told they have NOTHING.  I said that’s ridiculous, please put a supervisor on the phone.   I waited another 30 minutes and eventually got a supervisor..
 
Interaction 7:
 
The supervisor had sketchy notes on what I had spent hours on the phone with BB on, but I walked them through the situation AGAIN.
 
After initially being told that again - the best they could do was 6/29, somehow magically, 6/4 showed up for an installation date.   The Supervisor was able to place an order for the ORIGINAL W&D for the same price and now supposedly I had a 6/4 date.   I even got yet another text message from BB asking me to confirm everything which I did and actually had a DATE and TIME locked now with an e-mail for a delivery of 6/4.   I asked the supervisor if he could honor the 20% discount that I was previously offered, he went off and confirmed I had been offered it before and said he’d give it to me.    I thought I was good to go.   When I logged into my account, it seemed it was there - even if they only gave me 20% discount on one of the appliances ($164).  Fine.   Whatever.  Just deliver the appliance on 6/4.
 
Interaction 8:
 
I logged into the system later and now instead of showing my delivery of 6/4 it’s showing my order as “cancelled” with refund pending.    I had not received any phone call, e-mail, or message about this.   
 
Interaction 9:
 
Infuriated, I called AGAIN to try and speak to someone.    I spoke to yet another inept rep who basically told me that my order was “cancelled”, but couldn’t tell me why.  I asked to speak to a supervisor but was told that none were available.  I asked what she could do and she said “nothing” because she’s not a sales person.    So, she agreed to pass me to a sales pre.
 
Interaction 10:
 
After being transfer to another rep (who I asked for a supervisor and was told none was available) and explaining the situation AGAIN, I was told again somehow that the Washer and Dryer WAS available to be delivered on 6/4, but there were no installers until 6/30.   I asked if they could place the order and then give me the 20% discount I was promised which I could use to pay someone else to install it for me.   The rep told me that was something he’d have to get a supervisor to help with.   He left for 10 minutes to get the supervisor and then somehow disconnected me - never calling me back.
 
This is customer service???  Come on…
 
Even crazier, I went on to the website and was able to place an order for the original washer and dryer that I had originally paid for - could have got a delivery date of 6/2, 6/3 or 6/4.   I locked up my order for 6/3 and as of NOW, I have a full price order for 6/3 - but who knows?  I also had to put this on my credit card because there didn’t seem to be a way to use my BB credit card that I just got so I could get the 15% credit.
 
So.. here’s what I’d like:
 
1) I ideally want the same W&D that I ordered and now have an order for to be delivered and installed on 6/3
2) I would like the 15% credit I was promised on my original order for doing it via the BB credit card.
3) I would like the 20% discount I was promised twice for the hours I’ve spent on the phone.
 
Few other comments:  It's IMPOSSIBLE to get someone from the store on the phone as any time you call the store, it transfers you to the call center.   The reps don't document the notes or update things properly.
 
I’m going to post this to the public site and also send this privately to one of the social media reps here.
 
Posts: 439
Topics: 9
Kudos: 47
Solutions: 22
Registered: ‎11-23-2018

Re: Insanely Bad Customer Service - NEED SUPPORT

Hello, ericgolfy, 


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


Thank you for detailing your recent experience with your appliance orders. This does not sound consistent with the service we strive to provide here at Best Buy. I am happy to know that you have an order that currently appears to be set up and ready to go on June 3. I see your private messages, so I will be following up there shortly to discuss this further. 


Regards, 
 

Quinton|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎05-30-2022

Re: Insanely Bad Customer Service - NEED SUPPORT

I sent you a message directly with the details.  Again, you can see from my post what I'd like to see done as far as what I was promised - if you can make this right, I'd appreciate it.

 

I've been a long time customer of BB - bought many things, but this was the worst experience I've had in a long time .

Posts: 439
Topics: 9
Kudos: 47
Solutions: 22
Registered: ‎11-23-2018

Re: Insanely Bad Customer Service - NEED SUPPORT

Thanks for the update. I will be following up via private message soon. 

 

Kindly, 

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