Add Product

Search Results:

Reply
New Member
Posts: 3
Registered: ‎08-17-2011

Lied to regarding Pickup and Delivery Date - process to get replacement tv a nightmare

[ Edited ]

I purchased a TCL 65" tv  and some other electronics from BB around black friday 2021.  Purchased the $199 Geeksquad service.  TCL and other items were delivered and installed, no issues. 

 

A mere 5 months later the TCL is not working.  Called and had 2 appts.scheduled for the same day, one for the TCL and one for an LG TV.  The Tech for the LG showed up, the tech for the TCL didn't come till the next day,  I was not given notification that he was not going to show up.  He just called the next morning, saying he didn't come the previous day because he had to pick up his kid, um ok.

 

The TCL was already disagnosed by the previous tech, I needed a replacement as it could not be repaired.  Went into BB #158 and the nearly 2 hour process to get a replacement order began.

 

After picking out the replacement tv, the long process of reordering and setting up the appointment began. The General Manager, April {removed per forum guidelines} set up an appointment on 4/29/22 between 12-8pm for pickup of the broken TCL and delivery and setup of the new Samsung.

 

Tonight I realized I didn't get confirmation regarding my appt. tomorrow 4/29/22.  Called the 888-237-8289 number and had to wait approximately ONE HOUR to speak to a supervisor.  {removed per forum guidelines}

 

Finally was connected to Supervisor, Jalen who said that my appt is showing up in the system for 5/2/22 snd not 4/29/22 as told to me by the store general manager, April Sadler and she can't get me an appt sooner than 5/2/22, sorry, sorry, yada, yada, here is a $200 gift card for your trouble.

 

YOUR CUSTOMER SERVICE IS ABSOLUTELY ABYSMAL.

 

The Techs don't show up when they are scheduled.  The process to get a replacement is pain stakingly slow.  And I was lied to about my delivery date.  The $200 gift card is cute, but I spent nearly $2k in your store.  How about crediting my Best Buy Credit card with that $200.  Why would I want to purchase something else from you store to receive repeated poor service.

 

You know what I want, my scheduled appt. on 4/29/22 as promised!

 

My case number is {removed per forum guidelines}

 

This is TOTALY UNACCEPTABLE. 

 

 

Social Media Specialist
Posts: 87
Registered: ‎10-12-2021

Re: Lied to regarding Pickup and Delivery Date - process to get replacement tv a nightmare

Welcome to the Best Buy Forums!

 

I appreciate you taking the time to reach out to us regarding your exchange experience though I wish it were under better circumstance. I completely understand your concern around not getting your delivery on the expected date, I know this can be frustrating. I can take a closer look into the order for you to see what happened there. Please, send me a private message by clicking on the blue button next to my signature, with your full name, phone number, and e-mail address. I look forward to hearing from you.

 

Sincerely,

Kadian|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 3
Registered: ‎08-17-2011

Re: Lied to regarding Pickup and Delivery Date - process to get replacement tv a nightmare

Hello,

 

Thank you for your response. 

 

The issue is NOT ONLY the pickup and delivery date not being today, 4/29/22 as told to me by the GM of the store but also all the other issues I experienced during the process of replacing a 5 month old TCL tv.

 

The tech did not show up on the day of the appt. but came the next without asking if it was okay to reschedule.  He caught me right before having to leave the house for a Dr.'s appt.the next morning.

 

Going into the store to order a replacement and the process taking apprx. 1 1/2  hours due to staff figuring out the replacement transaction process.

 

Calling the 888 number and being on hold, last night 4/28/22 for approx.1 HOUR to speak with a supervisor.

 

And finally, not getting the delivery date I was told., in store.  I had to rearrange my schedule to be available today and now I have to rearrange my schedule yet again on Monday.  So the tech can cancel my appt.on the day scheduled because he had to pick up his kid, but your company can't fit me into the schedule on the date I was given? 

 

All of this speaks to the abysmal customer service I received on several levels of my recent interaction with your company.  This is not just about my justified frustration, but the lack of professional service with BB after spending approx. $2k with your company.

 

I have pm you my info as requested.

 

 

 

 

Highlighted
New Member
Posts: 3
Registered: ‎08-17-2011

Re: Lied to regarding Pickup and Delivery Date - process to get replacement tv a nightmare

I forgot to include this info.

 

None of the techs were wearing face masks or gloves or seemed to follow any santiary handling, EVEN though that information was included in the appt. procedures when you click the link in the text message received regarding the appointment.

 

I wore my mask.

Social Media Specialist
Posts: 87
Registered: ‎10-12-2021

Re: Lied to regarding Pickup and Delivery Date - process to get replacement tv a nightmare

Thanks for providing that information, your private message was received and I will be responding shortly. ^Kadian

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