10-21-2020 09:06 PM
This entire mess started on 10/17. I was shopping arround for a washing machine and electric dryer. I decided to check Best Buy and found one of each that fit my needs and budget. I reached out to live chat support via the Best Buy app to get some clarification on how the delivery and installation time frame worked. I was connected with Mary, she was very helpful. I provided the skus i was interested in and she informed me that there was a delivery/installation slot available for 10/22. I was was very happy about this. She offered to set up the order for me for the installation date on 10/22 and provided me a check out link, she advised that the link would expire in five minutes and all i would need to do was enter my payment info and once completed to come back to the chat. I did so but in doing so the chat closed. So i reached back out to support via live chat to confirm everything had gone through properly and was scheduled as Mary had informed me to report back and i thought there may be additional steps. This is where the disaster started to unfold...
I provided the new agent with the order details he requested to pull up my order. The agent confirmed my order had gone through and installation was scheduled for 10/22. The new agent double checked the order and advised that he noticed i was missing a required component needed for the dryer installation. He informed me of the sku, a power cord kit, and advised that i should call 1800 geek squad number to confirm if i actually needed it or not. Figuring Mary may have forgotten to add it i gave the 1800 number a call.
Once i got through to the an agent i provided the order details she requested and she pulled up my order. She informed me that i am "all set for installation on 10/22". Confirmed i had all of the components needed for the install and told me to expect a call the night before to confirm the appointment times. Had this been the end of the ordeal this would have been great. Up until this point the entire experience had been ideal and coming from a customer service background with customer service call center experience i was impressed.
After doing some research online i came to find out that electric dryers do not generally come with a power cord, the part the second agent informed me i needed. I figured it was possible that this model came with a preinstalled cord but to confirm i figured i'd reach out via live chat once more just so everything went smoothly on 10/22. This experience was atrociously bad, almost like i was contacting a different company. The initial agent i was connected with transferred me to an agent that would supposibly be able to assist me. After briefly explaining the situation this agent sent me a few canned responses about how much of a pleasure it is to assist me then out of no where transfers me to another agent. This third agent tells me that infact i did need the cord for the installation but assured me that it wouldnt be an issue. He advised that i could simply go to a local Best Buy and purchase the cord kit and provide it to the driver. Slightly irritated by the time ive spent and the incorrect information i was previously provided i advised that i was not able to go to a physical Best Buy location. The agent advised that it would not be an issue that i would be able to simply have the cord kit shipped overnight at no cost to my home. The agent informed me that the technician would not be able to use a coord purchased from a 3rd party company. So i proceeded to order the cord, upon check out i was unable to select overnight shipping. I was unable to select any shipping method until after i completed the purchase. Once i completed the purchase the only order date i was able to select was 10/29. At this point livid, i reported this issue back to the agent in chat. At which point i was again transferred to another agent with out warning or explanation.
At this point very upset because of this exchange, i explained the situation to the new agent. She informed me that unfortunately the only available delivery date for the cord was 10/29. I said okay i guess ill just go to a physical store, a 45mi drive, to purchase the cord needed for the installation. Frustrated i asked the agent how this component was removed from my order when another agent set it up for me, why would she not include a required component for the installation. At which the agent informed me that i did not have dryer installation added to the order at all. Very frustrated and completely blown away at the fact that an agent would set up the order for the installation of the washing machine but not the dryer, i decide i would get better results over the phone So i call the same geek squad customer service number i was previously provided.
At this point i am connected to a SEVENTH agent. This agent albiet slightly rude informs me that i do not have the dryer installation on the order. He also advises me that the next available slot would not be until the 29th. He is very unempathetic about the whole situation and advises that the best he can doe is schedule the dryer installation on 10/29 and leave my original work order and delivery intact. I proceed to do this figuring the cord will arrive on the 29th as well so its not a big deal. So at this point everything is arranged and i will have both dryer and washing machine delivered on 10/22 with dryer installation on 10/29.
This brings us to today, after scheduling the time off of work, i decided to check my order status online. I pull up the order and the status is still scheduled for delivery 10/22, this was at 5pm. I decide to reach out to a live chat agent again just to confirm that everything is still good to be delivered tomorrow. The agent tells me yes everything looks good for tomorrow. He then asks for time to double check, upon returning to the chat 5-10 minutes later he informs me that due to stock issues the entire order needs to be rescheduled. Extremely irritated at this point i call the geek squad customer service line again. The agent kindly informs me that the order needs to be rescheduled and the earliest date available would be 10/29. At this point i ask to speak with a supervisor, which was a very big mistake.
After sitting on hold for nearly thirty minutes, a floor supervisor by the name Ragina gets on the line. I explain the situation and from the start she is very rude. She has a completely cold and condensending tone and proceeds to essentially take no fault in the matter. I ask Ragina why i was not informed that the order needed to be rescheduled until i reached out, and what would have happened if i had not reached out. She proceeds to explain that since the washing machine installation was still scheduled the system was not triggered into notifying me. She states that if i had not called i probably would have just been sitting around for a delivery that would never show up. At this point she is laughing under her breath, she states or the washer installation technician would have showed up and you would not have had a washing machine to install. I inform her that i have taken time off of work and am unable to reschedule this time off. Her response to that is that is that the website clearly states that delivery dates are not gaurnteed, I respond that the website also states i will recieve 24hr notice if rescheduling needs to take place. She has no response to this and reaffirms that it was a system error and that there was nothing she can do besides reschedule to the earliest available appointment date. I ask if i can count on 10/29 being the delivery date and she states i cannot and that she does not know when it will be delivered. I proceed with scheduling the appointment for 10/29. Its also worth mentioning that this supervisor stated numerous times that this was just a national call center and there is nothing she can do. How can you provide the geek squad customer support number and say they are dedicated to helping customers when that is their attitude of the situation?
I am extremely upset with this entire process and at this point am exploring the option of cancelling my $1200 order and going elsewhere. I dont understand how you as a company can provide this level of service while boasting your business ethics on your website. I will be contacting the number provided for your corporate office tomorrow and hope for a response to this post. As of right now i feel like i should warn people of making a purchase at Best Buy so they do not go through a similiar experience. After reading through some of the posts on this forum its starting to look like this is how Best Buy conducts business.
10-26-2020 05:11 PM
Thank you for taking the time to share a detailed recap of your experience. We appreciate you choosing Best Buy for this investment. Our goal is for deliveries to go smoothly, and that all starts with ensuring the correct equipment is added to the order, so the installation will be a success. Based on what you’ve described, there were a few factors that contributed to the order needing to be rescheduled. Although we wish things had gone as planned from the start, we want to offer the guidance and support you need, going forward.
If it would help for our team to review your order status, please send a Private Message. For verification purposes, we would need to confirm your full name, email address, and telephone number. Please be sure to send those details privately, for your security.
10-29-2020 05:45 PM
Take another day off of work. Wait all day, confirm order is still good 4x through out the day. Recieve zero calls from delivery team, 2:50-3pm rolls around still not calls, then my dogs go crazy. I go look out my window and a white box truck is driving away. Open door see "sorry we missed you placard" on door. Chase truck down the road. Fail to catch up. NO KNOCK WAS MADE, HAVE SECURITY FOOTAGE OF NO ATTEMPT AT KNOCKING, ONLY SHOW GUY PUTTING SIGN ON DOOR! Call geeksquad, agent calls delivery team, they tell her we are 8th and they are on appt 6 at 3:12pm, also tells me that delivery team would have called and not left a sign on the door with no information. Wait hour and a half call geeksquad back to confirm because you know every time you call you get a different answer. They tell me driver attempted delivery at 3:46pm and had to leave..... again have security camera footage proving other wise. Again have phone records showing zero calls were made even though i was told NUMEROUS times i'd recieve a call. Am told i have to reschedule but i can't even do that because my washer and dryer are still in transit back to the warehouse. This agent was extremely empathetic and even stated he would be just as mad as i was, processed a $200 gift card which i mean cool, i dont really want a $200 gift card i just want the items i paid for....................... WILL CONTINUE TO UPDATE AS THE NIGHTMARE CONTINUES TO UNFOLD. Seriously consider making your purchase else where.
11-01-2020 12:13 PM
Hello again, kilokweal.
Thank you for providing this update, however this is certainly not the news we were expecting. Your Private Messages have been received. We’ll be connecting with you there soon, to determine where things stand.