06-23-2020 08:26 PM
I have been a loyal Best Buy customer--Elite Status. This is my experience so far with my Bosch dishwasher purchase:
I purchased the dishwasher on March 1, 2020. Ok, so I get why I needed to reschedule my installation the last week in March to June due to Covid-19. I didn't have a problem with that. I rescheduled to today, June 23, 2020.
I received reminders a few days ago through email and text, and reminders last night about my appointment today for installation. It said installation was between the hours of 7-1. We got everything ready.
No one showed, so at 1:00, we called customer service. (Online chat was not available) The estimated wait time was 6 minutes, according to the recording. Forty-five minutes later, we were able to get through to a customer service representative. She said she would contact the installer. She came back on to tell us that our installation was tomorrow, Tuesday, June 23. We explained to her that TODAY was Tuesday, June 23. She apologized and said she would contact the installer again. When she came back on, she said the installer was on a service call, and would call us as soon as possible. No call came.
4:30 comes. We try calling Best Buy customer service again. This time, the recording says it will be a 16 minute wait. We finally hang up after an hour and a half at 6:00, figuring that no one was going to answer.
I don't even know what to do at this point. I am losing faith that Best Buy contracts with reputable installers, and after reading many of the experiences here, I think I may be better off getting a refund and going elsewhere.
07-02-2020 10:31 AM
Thank you for taking the time to visit our community forums. I'm sure you're eager to get this dishwasher installed and up and running.
Have you been able to get help with this order since making this post? If not, please let me know. I would be more than happy to see how I can help you get this back on track.
07-06-2020 01:57 PM
I ended up cancelling the order. I didn't receive a phone call, but noticed on my Best Buy account online that I needed to reschedule. My faith was gone that it would be done after reading so many other situations like this. I ended up going elsewhere to buy the same dishwaher, and even ended up buying a refrigerator along with the dishwasher. I ended up saving about $150 compared to Best Buy's price when purchased during a 4th of July sale. (I had purchased at Best Buy's Memorial Day sale) I never was able to get through on the phone to customer service, so I ended up going to the local Best Buy to cancel the order. This was my first and only experience with buying an appliance through Best Buy. The store workers were horrified after hearing about my experience, and refunded my money immediately. I sincerely hope that Best Buy works to improve on this because they stand to lose a lot of business.
07-06-2020 02:14 PM
Thank you for following up. While I'm sorry to hear that you ultimately cancelled the order with us, I am glad to hear you were able to get your new appliances. Your feedback regarding your experience is truly appreciated. Should you have any other concerns we may assist you with, please let us know.