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Posts: 1
Registered: ‎06-27-2020

Major Complaint-Unprecedented customer service failure

Purchased applicance on 6/12.  Best Buy scheduled installation and delivery for 6/30.  On its own, Best Buy emails me on 6/19 to tell me that all of my items are available and that I should ask for an earlier appointment.  I call and schedule an earlier appointment for 6/27.  Received email confirmation and text confirmation.  On 6/24, I received email confirmation and text confirmation of the install and delivery appointment.  The morning of 6/27 (appointment date), I receive a text and email from Best Buy telling me to schedule an appointment.  I try calling because I'm thinking, WTH. I already have an appointment/delivery/install today.  I tried calling and chatting.  After two hours of waiting to get someone on the phone, I'm told that I don't actually have a delivery/install.  I actually have an install only scheduled for 6/27 with no appliance attached to the appointment.  Does that make sense to anyone? Not me.  Rep explains that somehow the computer mixed things up and did not include any appliances in my appointment today (despite the the fact that I received two emails confirming all appliances and installation.  Rep tells me that the next appointment available will be July 14th or later.  I lost three hours of my day dealing with this issue and the best I get is an appointment that is now a month out from my purchase when Best Buy assured me in multiple emails that all of my items were in stock and ready to deliver and install when they asked me to move my appointment up.  This is quite literally the worst customer experience I have ever had.  And I hope my rebate isn't screwed up because of the late delivery (I have to include installation date on my rebate application with DWP).  Best Buy's delay could cause me to lose $400.  Wow Best Buy! Unbelievable! 

Posts: 6,667
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Registered: ‎08-21-2017

Re: Major Complaint-Unprecedented customer service failure

Hello, lnappds1,


Welcome to our community forums. I appreciate you taking the time to let us know about your recent experience with this order. We strive to make this process as quick and easy as possible so I'm disappointed to hear that your order was delayed.


I'm glad to hear that you were able to reschedule this appointment. Is there anything that I can assist you with at this time? Please let me know, I'm happy to see how I can help.



AndrewB|Social Media Specialist | Best Buy® Corporate
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