I purchased an LG refrigerator for my mother online at BestBuy.com and it was deliered on Monday 2/15. I also purchased an installation service for hooking up a new waterline to the refrigerator. It was originally scheduled for Tuesday 2/16.
I had to adjust my work schedule to be at home during the time block in which they were scheduled to arrive. However, no one showed up or gave me a phone call or email so I ended up calling 1-888-237-8289. The agent I talked with found out that the appointment had been dropped for re-schedule because of the bad weather. I wasn't given a notification regarding the cancellation so I was very disappointed. The agent apologized on behalf and I accepted it. Then he re-scheduled for Friday 2/26 but I asked him to expedite it because it was more than a week later and I wanted to get the refrigerator ready-to-use for my mother as soon as possible. The agent ended up calling the department managing the installation services and came up with Tuesday 2/19. I gladly accepted it. I received a confirmation email shortly after the call. And shorly after that, I received two confirmation emails showing Friay 2/26.
So on 2/18, day before the appointment, I called the 1-888 number again to verify which date, i.e. 2/19 or 2/26, was correct. Busy Buy/GeekSquad set a precedence of cancelling my appointment without notifying me first so I thought I would proactively check with them to make sure and to adjust my work schedule accordingly. The agent who answered my call told me that he saw the 2/26 date in his system so I asked him to check again. He had to look deeper and found a note that said the apppointment would be expedited to the 2/19 date. He said his system would continue to show the 2/26 date but they would honor my request for expedite and send someone over on 2/19 as the note said.
I waited for a phone or someone to show up since the morning of 2/19 (the current date I am writing this) but, like I worried, no one did. So at 2:07PM of the day, I called the 1-888 number and ended up talking with the manager on duty. The manger's attitude was very rude and she wasn't willing to resolve the issue. She kept saying that she saw the 2/26 date in her system and she didn't care about what I saw on my side. I had the confirmation email showing the 2/19 date so I even asked for her email address so I could send her a copy of the confirmation email. She wouldn't give me her email address. She just kept saying her system showed the 2/26 date. Then she hung up on me.
I called the 1-888 number right away. I asked my call to be transferred to a manager again. I was hoping to talk to a different manager who would be reasonable and willing to help the customers. But as soon as my call was transferred and I heard the voice from the other line, I recognized her voice. She was the same manager who hung up on me. I asked her if she was the same manager I talked with earlier. She denied and said her name was Loews(?). She emphasized that she was a different person with a different name. She said she knew the manager I talked with. She had the same attitude and kept saying she saw the 2/26 date on her side and there was nothing she could do to my appointment. I asked her to honor the 2/19 date that they confirmed with me both verbally and via email on 2/16 and 2/18. She denied my request. I realized that I had been talking to the same person! She acted like she was different person. She gave me a different name each time I talked with her. I can't remember the exact name she gave me on the first call but it wasn't the same as that she gave me on the 2nd call. She lied to me. I asked her to transfer my call to her supervisor/manager because she wouldn't help me. She said it wouldn't be possible because she was the one managing the department and she was highest in hierarchy. That's defnitely a lie since every manager has a boss she/he reports to unelss she/he is the CEO of the company.
This is absolutely unacceptable. I was treated very poorly and unprofessionally. I ended up having her cancel the appointment. I don't want their service anymore. Best Buy/GeekSquad has lost their credibility. I won't be coming back to Best Buy for new products or services in the future unless my complaint is handled in a prefessional manner and it's brought to the manager's supervisor's attention.
SeanM-BBY
