12-04-2020 05:29 PM
This unfortunately is another example of the lack of consistent quality of service from Best Buy when it comes to delivering items. My TV was supposed to arrive last Friday, November 27 and placed in my car port per the instructions I provided the customer care team. I was assured they would be in touch with the driver and the driver would comply as instructed. Not only did the driver not follow the instructions and leave it in the carport, but I have video recording of the driver taking the TV back to the truck. The status of my order shows "delivered" online, but when I called to have my case open, the customer service rep noted there was a pending status, but they had no idea where my TV was.
The case was open this Monday, November 30, and I was told a case specialist would be in touch within 48 hours. I called back yesterday and another rep told me it would take 24-48 hours with no regard for the fact my initial 48 hours of waiting had already passed. I asked to speak with her supervisor, aware that she was only doing her job, and she placed me on hold for 10 minutes to come back and tell me that the supervisor would call me within 24 hours. It now has been 24 hours and it's clear this is not being taken seriously. Best buy customer service hides behind layers of teams and procedures and consistently deflects any resemblance of them actually caring for the customer.
This is absurd to have a company operate this way. This is a complete waste of my time to even have to share this experience, but for the sake of people that are looking for a reason to shop elsewhere, I'm willing to put the time in.
I'm looking for real status of my case, otherwise I will have to have my credit card cancel the order and I'll take my business elsewhere from now on.
12-09-2020 02:58 PM
Hey there, kevllar!
Thanks for joining our community here on the Best Buy Forums. Getting a new TV should be super exciting, and I am sorry to hear that yours was not delivered as expected. Since reaching out, have you received further communication around this situation? If not, I am happy to look into this to see what may be possible.