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Posts: 3
Registered: ‎07-12-2020

No call, no show policy. How integral is Best Buy toward "solving unmet needs" of their clients?

[ Edited ]

To Whom It May Concern:

 

I am writing in reference to order number {removed per forum guidelines}. I placed the order with the Best Buy representative for a Samsung-25.5 CU FT French Door Refrigerator. This item was to replace/exchange a prior refrigerator, which was not working correctly. The Samsung refrigerator replacement was scheduled to be delivered on Sunday, July 12, 2020 between the hours of 7am-1pm.

 

I was on standby the whole day and received text notifications providing status updates to my cellphone number. The last text notification I received stated that the replacement would be on the way at 1:10pm. By 2pm, I did not receive any further notification and no one showed up with the replacement.

 

I called Best Buy customer service and was connected with an agent, Brandon. Brandon looked up the details of my order and stated that the third-party movers, FGO Logistics, had it recorded that they had come to the house at 10am and that nobody answered the door. Brandon also stated that FGO Logistics tried to contact me and had taken a photo of the front door. However, despite these claims, this conflicts with footage from my security camera that shows no one had come to the house at 10am. Additionally, the number Brandon stated FGO Logistics had contacted was an extremely outdated landline number – it was not the number that I had been receiving the text notifications from. There could have been some misunderstanding on both Best Buy and FGO Logistics.

 

The front door photo FGO Logistics might have could have been from the first refrigerator we ordered and not for this replacement. I have security footage of delivery men previously taking a photo of the front door at that time. I do not understand how the outdated number could have been utilized as it should not have been connected to my account/order in any way. I had asked Brandon on next steps and asked to speak with a supervisor. Brandon said he would forward my information to a supervisor and that I should receive a call the same day – Sunday, July 12, 2020, however I did not receive a timely call. Brandon also suggested I speak with a local Best Buy representative but after calling several Best Buy locations with no one answering the phone, I called customer service again.

 

During my second call to customer service, I was connected to an agent named Regina. She informed me that she spoke with FGO Logistics and the employee who was supposed to deliver the replacement, Robinson {removed per forum guidelines}, had several deliveries to make today and couldn’t make it to the house today and was backed up. This clearly conflicted with the information I was previously provided from Brandon. Furthermore, I never received any notification or any update as to the replacement being delayed and cancelled. It was a no call and show incident.

 

I had been storing food in coolers and was anticipating the refrigerator to be delivered today, as scheduled. This leaves with some additional costs and loss due to food spoilage. Does Best Buy have a policy in place for providing credit for such losses? On top of this issue, Regina was not able to reschedule or provide an update as to when the replacement refrigerator would be delivered. She stated since the status said the order was still “in transit”,  she could not change or modify the order. This is extremely inconsiderate and it is not clear what the next steps are in rectifying the situation. I need the refrigerator replacement as soon as possible with a set delivery date and time.

 

As I stated earlier, this situation is clearly unprofessional and extremely insensitive, heightened even more so during the pandemic. I ask that Best Buy take the appropriate steps to help in this situation and provide assistance with food spoilage loss and ensuring the replacement refrigerator is delivered.

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Posts: 4,346
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Registered: ‎11-29-2016

Re: No call, no show policy. How integral is Best Buy toward "solving unmet needs" of their clients?

Good afternoon, Meli11823152,

 

Although I wish your visit to our Support Forums were under more fortunate circumstances, I do appreciate you taking the time to share your feedback with us.  The experience you’ve described is far from what we hope our customers will go through when purchasing their appliances with us, so I completely understand your frustration with this delivery service.

 

If you haven’t done so yet, I recommend connecting with our Geek Squad Client Care team to discuss this refrigerator delivery further.  This team is designed specifically to address any issues that may arise during an appliance delivery or installation, and are best equipped to provide you the assistance you’re looking for.  They can be reached through their direct line at (800) 304-1259, and calls are accepted between the hours of 8 a.m. – 11 p.m. CT, seven days a week.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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Posts: 3
Registered: ‎07-12-2020

Re: No call, no show policy. How integral is Best Buy toward "solving unmet needs" of thei

Dear Sean,

 

Thank you for the generic response... it is disappointing that individualized concerns are not taken seriously enough to communicate directly. I called the number you provided, only to wait 2 hours and be disconnected. 

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Posts: 4,346
Topics: 43
Kudos: 410
Solutions: 255
Registered: ‎11-29-2016

Re: No call, no show policy. How integral is Best Buy toward "solving unmet needs" of thei

Good morning, Meli11823152,

 

As mentioned, our Geek Squad Client Care team was put in place specifically to address the issues you’ve been having with your refrigerator delivery, and should have the necessary tools to address your concerns.  While I understand your previous call to them did not yield the results you were looking for, I recommend reaching out to them again at (800) 304-1259, and I’m optimistic they’ll be able to assist.

 

All the best,

SeanM|Social Media Specialist | Best Buy® Corporate
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Posts: 3
Registered: ‎07-12-2020

Re: No call, no show policy. How integral is Best Buy toward "solving unmet needs" of thei

Dear Sean,

 

My new fridge arrived with a broken plug (no prong attached). So now Best Buy has given me the run around and won't reschedule for a new fridge to come until the following day, tomorrow. It's been over a week without a working fridge (original Insignia fridge is not working properly, not cool, literally) with food spoilage, time lost, and Best Buy continues to be insensitive to this matter. Best Buy Geek Squad continues to provide dilatory measures - you can take my $1300.00 but won't give me the service I need or the quality of care that your company advertises. This is profoundly disgusting. I'm not sure you'll even read this, but I bet you will continue to tell me to call that generic phone number...