11-24-2020 08:00 AM
Third time trying to post this don't know why it keeps getting immediately removed... I will start off by saying what a disappointment BestBuy has been in this process so far. My wife and I purchased a 85" Q90T on October 24th, along with install, membership, warranty, the whole deal. When we purchased the TV was in stock, we were renovating our basement so opted for a later delivery date of Nov 21.
Six days before Nov 21 we receive a text message reminding us of the delivery, window of 10:30 am to 6 pm and Covid guidelines. The day before delivery we receive a message reminding us of the install. The day comes and we get no messages. Around 3pm I become suspect and try to get a hold of BestBuy. I am redirected 3 times before getting an automated system that tells me to call back on the day of my delivery after 3pm to get an exact window. It was the day of my delivery after 3pm... We hang up and try again. From 3:30pm to 6pm we were on hold. All told over 3.5 hours on the phone trying to find out what is going on. Finally the call rep says the delivery team doesn't have the order, and that the TV was delayed with manufacturer. It was in stock when we purchased! The rep has no solution for us, we ask to speak to a manager, no one is available until next Wednesday.
We are disappointed with how Best Buy has chosen to respond to their error and the amount of time we have had to put into correcting it. Not only were there repeated instructions to add a new phone number to the case file to call instead of mine, but after receiving a call to the old number, finally letting me know a new projected delivery date, told the rep to call back to to the other number and the request was once again ignored. I am assuming this is not negligence of the support team, but rather the quotas and system in place for them, provided or set by BestBuy, which do not allow for this level of customer service.
After waiting over a month for our purchased TV all we are looking for is a quick and fair resolution. At this point we feel a resolution will only be reached through a discussion with someone at the Canadian Corporate BestBuy office, or someone with sufficient authority such as Regional manager. I know Covid has been hard on retailers. However, after having this issue I have gone through these BestBuy’s forums along with the BestBuy subreddit. The amount of disorganization and poor service revealed through these websites is astounding. Particularly shocking is the expression of BestBuy employees towards their treatment during Covid from BestBuy. At the very least, I hope this is forwarded to an individual with enough authority and moral responsibility to investigate the employee posts on the BestBuy subreddit which detail horrid work situations and a lack of general support from the Corporate office.
The TV delay itself we would have understood considering all that is going on, but it is the lack of communication and poor support model that has made us so upset with BestBuy. I work in communications automation. When Covid hit we had to work excruciating hours to change our systems and make vast improvements, and I can guarantee my public employer has less resources at their disposal than BestBuy does. Yet we do a better job at every level regarding informing clients of changes, tracking inventory, cross-team awareness, etc.
If we do not hear back by the end of the week we will return to our local BestBuy and ask for a complete refund - a process that will leave us to never return and be very active in disseminating our poor experience with BestBuy to our friends and peer networks.
11-27-2020 07:26 AM
Thank you for reaching out, although we wish the circumstances that brought you here were regarding a positive experience. A new television is certainly something to be excited about, especially for a new space you were renovating in your home. It stands to reason you would be anxious to have the new equipment installed. If the device was not available, this is something that should have been communicated ahead of time, without you having to be so involved. We appreciate you taking the time to make us aware, and we want to be sure this is cascaded to the appropriate teams.
Your Private Message has been received, and we will be replying there shortly. Our team primarily works with our U.S. stores and customers, however, we would be happy to provide the correct contact details you may need, or assist with getting you in touch with our Best Buy Canada team. For future reference, you can utilize the Contact Us page on our BestBuy.ca site to interact with our Best Buy Canada support teams, as they would have all the necessary resources to offer the most efficient assistance.
11-28-2020 10:14 AM
We reached out through those numbers and it contacted an outsourced support team. We are done trying to contact BB. I will just make the return and stop worrying about it.
11-29-2020 06:47 AM
Hi again, jamrod.
It sounds like you located the contact details to speak with the support team for Best Buy Canada. If the interaction was not as productive as we would have hoped, we may have alternate means to put you in touch with those that can further assist. Please keep an eye out for a response to your most recent Private Message.