05-23-2019 03:54 PM
I placed an order via Bestbuy.com on Monday, May 20th for a television. This order was for my aged mother who lives 2500 miles from my home. As she lives alone and is unable to drive, she was looking forward to the new television delivery and the subsequent installation. I received confirmation of the delivery date and time (Thursday, May 23rd between 8AM- 12Noon) on the website order receipt, the order tracker, and an email confirming the order and the delivery date. The television was not delivered on Thursday morning. I contacted the Geek Squad customer service by telephone. The representative said that the online system and the delivery system did not sync and that a delivery order was never generated. Further, he said that this was a known problem, and did not offer any accomodation except to reschedule the order. I pressed for a delivery for the afternoon of May 23rd and he said he would contact the store in Roanoke, VA and call me back to confirm. After several hours, he did not call. I contacted Geek Squad customer service again, and spoke with Anessa who confirmed the failure of the delivery scheduling system and did not offer any accomodation. With this, I chose to cancel the order. Anessa explained that she could not cancel the order as she did not have POS access, and transferred me to a BestBuy customer service agent. The call was dropped during the transfer. I called again and contacted the BestBuy customer service agent, Qushawnda, who was helpful in cancelling the order.
The total time to contact all of the customer service agents added up to about 1.5 hours on the phone. No apologies were given for the non-delivery, only explanations that at times the computer system has glitches and deliveries do not get scheduled. No accomodations were offered to appease me for the situation, or to make the delivery and installation happen. So, now, I will likely never purchase from a Bestbuy store or online again. My aged mother who is home bound does not have a television and another will need to be purchased and installed at a later date when I can travel 2500 miles to Virginia to do it.
If the delivery system and the online purchasing system are not synchronized to schedule deliveries correctly, why do you continue to use the faulty system and offer online delivery scheduling? Now, your automated system failures have created very disappointed consumers among the family members and the continuing problem for purchasing a new television with installation. Additionally, you have lost a sale plus many future sales. Does anyone at BestBuy care? Or, are you too big to fail like the iconic Sears and Kmart stores of the past? There are many online outlets to buy electronics, and I will not consider Bestbuy or Bestbuy.com for future purchases.
05-23-2019 04:12 PM
Welcome to the Best Buy Forums. Thank you for making your first post with us.
It's exciting to get a new TV. It's understandable that your mother was looking forward to receiving your thoughtful gift. I apologize that we encountered some issues with your order, and for the inconvenience that this caused. I'm not a big fan of calling in to companies to have my concerns addressed, either, and I'm sorry for the long wait times that you encountered today. It was likely that we already had our delivery teams routed out and on deliveries already, so it is possible that we were unable to accommodate getting someone out today, as was the original plan.
It sounds like you have already cancelled your order. A refund of any charges or release of any authorizations should be on the way. If you change your mind and would like assistance with replacing the order through Best Buy, please let us know.
It's important that we receive candid feedback from our customers, so that we can work to improve in the future. Thank you for taking the time to articulate your experience.
05-23-2019 04:34 PM
A very weak response. Real customer service would include expediting the delivery of the TV as soon as possible with a compensatory element to engender consumer loyalty and future purchases. None of this has occurred. By looking at all of the delivery and installation failures described in this forum, representing just a fraction of the total problems that occur as everyone does not document them here, shows that quality improvement of your delivery/installation systems is not occuring despite repeated complaints. Placating consumers with faux social media niceties is insufficient. You have lost so many customers, and I will spread the word. Perhaps some of the budget for the incessant advertisements should be displaced to building a delivery/installation system that actually functions as the current system is completely broken.
05-23-2019 04:42 PM
Thanks again for sharing your point of view with us. I apologize again for any inconvenience that this caused you. Once an order has been cancelled, we would not be able to reinstate it. If you would like assistance with replacing the order, please don't hesitate to reach back out to us, or send me a Private Message (you can find a link to send a Private Message in my signature).
05-23-2019 05:58 PM
If there is any additional assistance that you are seeking from Best Buy through the use of our Forums, please let me know. Thanks again for your feedback.
05-26-2019 07:12 AM