Delivery & Installation

[User887269]

Ordered Refrigerator on March 13; delivery expected May 7
May 2 received email that delivery was canceled; called to inquire. Stated I canceled, I did not. Scheduled to now be delivered May 21.
Evening of May 5 receive a call that my delivery is set for May 6; frantically cleaned out refrigerator; May 6th no one shows.
May 21st old fridge hauled away; new fridge is damaged so cannot install…left without a fridge.
Was told I could expect a call from Escalation Manager-Justin to figure out what to do about another fridge. Never called. I called repeatedly never reaching him and kept getting the runaround (not I yet; OOO for the day). Next day called again repeatedly and was hung up on numerous times.
Finally routed to Florence, KY store where someone was finally competent enough to help me. His name was Andrew and put in a new order for a refrigerator. Lost a day trying to get a hold of someone and am now told delivery cannot occur until May 25th.
Now 4 days without a fridge or a CALL BACK. Andrew again being the only competent person I dealt with assigned me a new Escalation Manager- Correy who called me after I had everything set up ensuring me I would be compensated for my troubles and that he would track my delivery to follow up accordingly. Never heard from him. Now on day 4 and have tried to get a hold of him 3 different times…again with the same runaround. He is not in, out of the office, can’t tell me when he will be in. I will continue calling until he is able to compensate me appropriately for having to miss work, throw away unnecessary food and hours I have spent trying to get a hold of someone to discuss. Complete and total lack of customer service.
Do not want any gift card which was offered to me by someone as I will NEVER shop with Best Buy again which is a shame as I had 4 other appliances delivered in March without issue however this total inconvenience and lack of communication has been completely ridiculous. Screw you Best Buy.

[User887269]

Now on day 5 with no call from escalation manager. Finally called again (6th time in 2 days) and got a hold of Correy the escalation manager who was supposed to get in touch with me on Saturday. Offered me a $100 Best Buy gift card. Ha! Won’t be stepping in that store ever again so try again Best Buy. What a joke. Spoke with Fred who may be the most condescending person I’ve ever dealt with. If he’s a supervisor, I can see why their customer service is so horrible. #boycottbestbuy

[User887269]

So Best Buy changes my user name but they do not have the decency to contact me about my issues. This place is unbelievable. Sounds like I’ll be contacting the BBB.

[jdogg836]

The ONLY instance in which a name is changed is when it violates the board rules and rule violations are dealt with immediately as they are reported/uncovered. On the other hand posts are handled in the order they are posted, so you may not get a response right away. When the moderator reaches your post in the queue, they will reply here.

[User887269]

Of course if Best Buy is violated they take immediate action however if it’s a customer they take their time.

Also you user name states you are a Best Buy employee however you mention you are not. Which is it? The lies are never ending with this company.

[Natalie-BBY · Accepted solution]

Hello User887269,

Thank you for reaching out to us on the forums to express your experience with your order. We always aim to provide a stress-free experience for our client's, and in situations where that falls short we are always happy to step in and see how to make it right. 

jdogg836 is a Best Buy employee but is not a part of our Social Media Specialist team. We encourage our employees in all positions to be active on the forums and answer client questions or respond to matters if they are knowledgeable on the subject matter. I believe jdogg836 was attempting to assure you that we would see your response in the queue but that the username change was generated immediately due to violation of house rules. 

If you would, please, send us a private message using the "Private Message" button to the right of my signature below. We will need your full name, phone number, and email address so that we may begin looking into your experience.

I look forward to assisting you there.

Sincerely,