03-06-2020 02:44 PM
I ordered an LG cooktop, wall oven, dishwasher, and microwave (with trim kit) on Dec 4th via the Best Buy website and scheduled delivery dates. I was expecting to have everything in place to entertain over the Christmas holidays, and I figured that three weeks would be more than enough time, given my previous experience with Best Buy. Within a couple of days, the delivery and installation appointment was pushed back by Best Buy due to availability. Originally, I was told that the oven, dishwasher, and cooktop would all be delayed until January because the cooktop availability (the microwave was shipped directly to me). If I order something from other online vendors and one item is significantly delayed compared to the others, they split the order into multiple shipments and ship them as they become available. I figured Best Buy would be able to do the same, but that's not at all what happened. After wrangling on the phone with several different Geek Squad customer care members, they were finally able to split the order (this was AFTER another Geek Squad agent flatly stated they COULD NOT DO THAT) and get the other items scheduled sooner so I wouldn't have to wait for them. I would just have assumed that the system would have handled this automatically.
In late January, I got a call the day before delivery stating that they had to reschedule the cooktop appointment again, this time until February. I made my displeasure clear, but the agent told me she could only handle scheduling. So I allowed the appointment to be rescheduled for mid-February. This time, I go NO call, text or e-mail and the appointment day came and went with no communication. I called later in the afternoon to find out what was happening and was told that the appointment had been canceled and put into rescheduled state and the Geek Squad agent was unable even to tell me why. He got the appointment rescheduled later that week. I asked to be contacted by a manager and was told I'd get a call back. This time, I called Geek Squad the night before the appointment to verify things were good, and was told that the appointment wasn't showing up and I'd have to reschedule again. I was furious at this point (wouldn't you be?) and again asked to escalate the issue to someone that had power to fix the issue. I was told I'd get a call from a manager within 48 hours. Meanwhile, I scheduled the appointment AGAIN and asked the Geek Squad agent to MAKE SURE THE ITEM WAS AVAILABLE. I was assured it was. At midnight on the day of the appointment, I was contacted by e-mail to say that the appointment needed to be rescheduled AGAIN, with no reason why. I got on the phone with Geek Squad, trying to get answers, and this time, the agent admitted to me that she was unable to verify if the cooktop was even at the warehouse and she was unable to help me with getting things escalated or get me in touch with a manager to try to bring a resolution to this issue. I was told that the best way to get my issue resolved was to go visit one of the stores, as only the personnel there could initiate communication with the warehouse serving me (located in Atlanta) to confirm availability.
So I visited the store and talked to the appliance manager there. He tried to help by cancelling the original order and issuing a new one, saying that the initial order has been transferred and split so many times, that it probably was messing up the system. He expressed his desire to help expedite the transaction and reported that the warehouse in Atlanta was showing 1 unit of the cooktop in stock there, and said that the new order should just involve the warehouse claiming it for my order and shipping it in a few days. He said he would get in touch with the warehouse (which might take a day or two) and make sure everything was good for the cooktop to be delivered to my house that weekend, and would try to take a cancelled appointment slot to get the installation done as soon as possible. So I left the store feeling that finally the problem was fixed, and I would get this whole mess resolved soon. However, the saga continues, as he called a couple of days later saying that Atlanta did not have the cooktop in stock after all, and it would need to be special ordered from LG, which could take up to three more weeks. He offered a small discount on the item in exchange for giving them another chance to get it right (which turned out to be just a bit more than I was offered to accept a slightly dented washing machine from Best Buy that wouldn't even show). I told him to go ahead with the reschedule for now, while I mulled over my options. Meanwhile, I've since gotten called four times by the installation company looking to confirm or schedule the appointment to install the item and I kept telling them that the item wasn't here and I had no idea when it would be here. All in all, the various appointments to deliver and/or install the cooktop have been delayed or rescheduled in total at least SEVEN OR EIGHT TIMES. It's been so many that I can't even keep track of it all.
And in all of this, after asking to escalate the issue half a dozen times, I was told of ONE phone call that was placed to me by a manager that I apparently missed because my voice mail was full. To be completely fair, my voice mail was indeed full, but I find it odd that I didn't even have a record of a call made to my mobile phone on that day. And I did not receive any other calls or contact from Geek Squad or a Best Buy manager.
This whole order process was a colossal failure from beginning to end. I don't think I'm an unreasonable person. If I had been contacted by someone saying, "Hey, the cooktop is a special order item and is on back order from LG, and here's the date we expect to have them, do you want to reschedule or cancel the order?" with an accurate estimate, then I could have understood that. But having the order being rescheduled repeatedly by people that couldn't figure out what happened, escalate the issue, and prevent it from happening again is a completely different matter. I got different information from each person I talked to, and often times got completely contradicting information from one phone call to the next. I don't believe that anybody was deliberately trying to be unhelpful, but it seemed to me that GeekSquad didn't even have the tools or capability to help even if they wanted to. The entire system of ordering, scheduling, verifying inventory, and delivery seems to be a disjointed mess of groups of people that don't have the tools they need to do their jobs or communicate with others to fix problems that arise, and it seems to be remarkably difficult to get in touch with anyone that has the ability to take ownership or do anything about it. I've shuffled around my schedule many times, missed days of work, and talked with Geek Squad and delivery people on the phone at least a dozen times, spanning THREE MONTHS now, and there's still no end in sight. Meanwhile, looking on the web site, it seems to suggest that if I order the cooktop today, I should be able to get it delivered and installed next week, which seems like a complete lie, from the information I've gotten. There's no mention of any possible issues of availability or backordering. Frankly, I don't trust anything anybody from Best Buy is telling me anymore. WHY SHOULD I?
I've tried to be accommodating and understanding. This is by far the WORST customer service I have ever received from any company in my entire life. I've had issues with other companies in the past, but they are a very, very, VERY distant second to this one. And this is after I have bought a washer and dryer (with pedestals), refrigerator, microwave (with trim kit), dishwasher, standing oven, wall oven, and television from Best Buy all in the past two years -- and I even planned to purchase a stainless range hood when this got sorted out. I am so angry and frustrated, and my patience is gone at this point. I want nothing more to cancel my order, pay off my Best Buy credit card, tell all of my friends what happened, and never step foot in a Best Buy ever again, taking my business elsewhere even though it would result in an even longer delay and paying more money for the cooktop.
If you want to convince me otherwise, you're welcome to try. It won't be easy.
03-07-2020 12:40 PM
Thank you for taking the time to visit us here at our community forums. I know that buying a full set of appliances is a big decision and not having access to them creates a major stress in life. We work hard to make this process smooth and easy so you can get back into the routine of daily life. Based on this timeline of events it looks like we fell short and I apologize for the inconvenience this has caused.
If you'd like, I would be happy to see what options we may have available to help you get this order back on track. I will need some more information in order to do so. Can you please send me a private message that includes your:
You can send me a private message by clicking the blue button at the bottom of this post. I hope we have the chance to take a closer look at this.