12-31-2018 05:55 AM
I am writing this following the POOR CUSTOMER service provided by Best Buy since November 21, 2018. On October 23, 2018, I Melsha and Kevin went into the Best Buy located on 2795 Richmond ave, Staten Island, N.Y. 10314 and spent $4,280.80 on Samsung kitchen appliances. We were greeted by employees Mit and Mary who assist us with our appliance needs. We purchase the Samsung stove, dishwasher, over the range microwave and the family Hub refrigerator. Unfortunately, the dishwasher was on backorder for four weeks and I preferred to wait until November 21, 2018 for the entire delivery.
On the above date, there were two separate deliveries that was scheduled. The first delivery was the dishwasher and the oven range microwave. Unfortunately, the dishwasher did not fit in the designated spot and the installation had to be canceled for the microwave and dishwasher. The second delivery arrived with the stove and refrigerator, Jose and Jason were excellent with installing the stove but wasn’t able to complete the refrigerator due to a waterline concern that was told was a plumbing issue that the gentlemen wasn’t qualified to do. Thus, educating us on the process. With regards to the dishwasher and microwave I proceeded to go back to the Best Buy located on Staten Island to pick out a new dishwasher and reschedule the microwave installation.
An employee name Josh was informed of my issue and told me the order was marked complete, which was later be incorrect. He told me in order to swap out the old dishwasher and get the delivery of the new dishwasher and microwave he would have to cancel the order and redo it. At this time, I found my new dishwasher and worked with Josh to get it delivered and installed on the same day. The delivery of the Kitchen Aid dishwasher and the Samsung Oven Range was scheduled for November 28, 2018.
I took another off of work and stayed home on the scheduled day waiting for the delivery/installation of the dishwasher and over the range microwave. Two Hispanic gentlemen came and stated they were only at my residence to drop off the appliances and not to Install anything. At this point, I am extremely upset because the appliances are sitting in the middle of my living room floor in the boxes. I proceeded to contact customer service department and was told that the store employee Josh did not add the installation to my order ( which was paid for on the original order) and for them to schedule an install date I would have to place a card on file. I adamantly declined doing that because I paid for the installation fees when I purchase the appliances on October 23, 2018. The woman then told me I would need to go back to the store to get an install date because I was not able to put a card on file. My husband then proceeded to contact Best Buy customer service the following day and was told was told store location on Staten Island via phone. Again my install date was rescheduled for December 12, 2018. My husband and I waited at home all day yet again for the install. Around 1:30pm a gentlemen comes to my door and stated he is coming to haul away my dishwasher and was unable to take it because the new one was not hooked up yet. At this time, I contacted Best Buy again and was not getting a clear answer to why the installation was not completed.
My husband contacted customer service as well numerous times and still not able to get a clear answer to why the install was not done on the schedule date. At this point, I just wanted my money back and contact Best Buy store, the Staten Island location and was told by Maria in appliances that I only had 15 days to return the items. However, customer service gave me a install date of December 12, 2018 which made it two weeks after the delivery date, leaving us without the option to return the dishwasher and microwave. We contacted Best Buy customer service again asking to speak with a supervisor regarding the incompetence with the scheduled/completion of the appliances that has been sitting in my living room floor for weeks. We were told a SUPERVISOR would contact us back in regards to our concern. As of date, we have not heard from ANY supervisor.
Completely frustrated with the lack of comptency, I contact Best Buy AGAIN for about the10th time to reschedule my appliance appointment. The appointment was scheduled for December 22, 2018. To my surprise, Jose and Jason arrive at my home to install the dishwasher only but at this time they realized we were also scheduled for an over the range and water line install and contacted there supervisor to get approval to complete all the services schedule for this day. We are extremely grateful for these two professional and knowledgeable gentlemen that came to assist me with all of my install needs.
I am writing this in hopes you take the appropriate action to ensure no repeat of such bad experience happens to another guest. Moreover, I will ALWAYS second guest doing business with Best Buy in the future.
Kevin & Melsha
12-31-2018 03:46 PM
Good afternoon Sassy256-
It certainly sounds like you were told one thing but another appeared to have happened, and I’m truly sorry this has been your experience. I realize I cannot erase the past and what you’ve gone through, but I’m grateful you registered with the Best Buy forums to let us know about this!
Best Buy couldn’t hope to be where we are today with out listening to the feedback of our customer’s! All of the moderators on this site work out of the Corporate Headquarters in Richfield, MN, and we want to welcome you stop by if we can lend a hand if you’re ever looking for assistance while shopping at Best Buy.
I’m elated to hear Jose and Jason were able to provide you with the customer service we strive for, and that you had the appliances installed! I do hope you’ll be able to shop with Best Buy with your head held high knowing we’re here if you need us!
01-13-2019 05:37 PM
Welcome Back, Sassy256,
I'd be more than willing to see how I can possibly facilitate a better shopping experience and I'd like to take a look at your order notes to get started! Although, I may be unable to facilitate the request that has been made, I'm truly thankful you're reaching back out to us on the Best Buy forums for assistance!
That said, I'll need some more information to see what options may exist! Please confirm your full name, phone number, email address, and order number so that I can take another glance at the notes. Click the blue button in my signature line below labeled, "Private Message", and know I'm looking forward to hearing back from you soon!