12-14-2018 03:50 PM
I placed an online order for a GE double oven on 11/24/2018. I went on line and scheduled it to be delivered and installed on 12/1. I received multiple text throughout the week saying everything was on schedule for deivery and install on that day. I cleared plans I had and waited. for the installers. No call and no show. After the time frame had passed, I called customer service, asking them what was happening. They checked with the install company and I was told that the oven somehow didn't make it to the truck. I was on the phone with the CS rep when I rescheduled for install and delivery on 12/14. Stayed home to make sure it would get installed.
I get a call from the installer company asking if I had the oven in my possesion. They could not find it in the warehouse.
They said they would work with Best Buy and try to find one in stack in a nearby store. A simple check online showed me that the only location to have it in stock was Tracy, 35 miles away.
I called Best Buy customer service and was shuffled around and was on hold for 50 minutes before someone answered and "tried" to help me. (Side note- Hold music over VOIP sounds terrible!) I was told there was nothing that could be done and they would have to re-schedule installation for 1/2/2019. That is unnacceptable!!! Now I will be without an oven through Christmas. The Union Cuty store manager Tim called me and said there was nothing he could do except email corporate. I have heard nothing back. I told them if I ran my business like that, I wouldn't have a business.
I see that my delivery date has been rescheduled for 1/2/19. If that is the case, there won't need to keep it as I will cancel my order and NEVER do business with Best Buy again.
This is two complete screwups on Best Buy's part and they are not taking ownership or doing ANYTHING to resolve the issue.
01-15-2019 07:23 AM
Welcome to the Best Buy forums! I do wish you were joining us under happier circumstances, but I would also like to thank you for providing this feedback. It is the only way we can hope to improve our services. I would also like to apologize for the delayed response, as we are still working through our posts from the holiday season.
Our system does not always recognize potential failures, it is a mostly automated system that identifies when a sale was made and updates the customer based upon the delivery date. I can certainly understand the frustration however when you have received so many messages assuring you that there were no issues, only to then have two missed deliveries.
If you would like to send me a private message using the link in my signature, and confirm your full name, phone number, and email address, I'd be happy to look into this for you and see if there is anything I can do to assist.