07-30-2019 06:02 PM
To Whom It May Concern,
I am extremely upset with my most recent experience with Best Buy. I have been a loyal customer for a long time, am one of your Elite Plus members, and have spent over $5,000 in the store in the last year alone. I have NEVER had such a terrible experience. I just ordered a washer and dryer at the store and chose a delivery date. I was told that I would receive a 30 minute call when the driver was on the way. On the delivery day, I did not receive my 30 minute call. Instead, I received a call from a random representative stating that the delivery crew was at my house and wanting to know where I was. I stated that I was at work and that it would take me 25 minutes to get home. I also stated that I did not receive a call or voicemail. The rep put me on hold, returned, and told me that the driver DID call me and that she has a screenshot. She then told me that the drivers would only wait for 15 minutes and that I will be responsible for calling to reschedule. No assistance or apology was offered.
I then called what I thought was my local Best Buy store, but I was rerouted to a call center. The representative who answered stated that they would help me resolve the issue and that he would call corporate on my behalf to see if they could have the appliances re-delivered the same day or have the drivers wait for me to arrive. He asked if he could put me on hold to do so. He then, instead of putting me on hold, transferred me to a random number and the recording stated that there was a 45 minute wait. I did not have a lunch break that day at work, so I had to disconnect the call due to lack of time to wait. I then called the store and spoke with someone in appliances who promised to escalate my issue. They promised me that I would receive a phone call within 24 hours and that I would receive a case manager, a case number, and also a phone number to communicate with my case manager until the issue was resolved. No other course of action was offered.
A couple of hours later, I received a phone call from someone at Best Buy. This person left a message stating that someone would call me the following day to reschedule my delivery, and that apparently nobody had called me 30 minutes prior to my delivery. He did not leave a name, phone number, or any way to get back to him or the department he was calling from.
The following day, it was 2:30 and I had not yet heard from Best Buy, so I called the Geek Squad department. They attempted to schedule my delivery. I told them my only two options were this past Saturday or Monday (yesterday, 7/29). He could not offer either of those days to me. I told him that it was my only option, so he said he would e-mail his district manager and see about getting an accommodation. He had to put something on the books as a backup, so he scheduled it for today, 7/30. Nobody ever contacted me or made any effort to schedule the delivery for this past Saturday or Monday. I was FORCED to take the day off of work to accommodate Best Buy, even though this was Best Buy's mistake. What's worse is that when I was at the store purchasing my appliances, they told me that if I bought the hookup components from Best Buy, the delivery/install crew would set up the Wi-Fi and Alexa on the machines. When the delivery crew was here today, they told me that that's a job for the Geek Squad and that I would have to pay for that.
I am absolutely disgusted with Best Buy right now and I regret giving so much of my business to the company. I think that something needs to be done to make this situation right, otherwise I have zero interest in ever shopping in the store again. I also won't hesitate to share my experience on every social media page that Best Buy is associated with if this issue continued to be neglected the way that it has.
08-01-2019 02:11 PM
Welcome to our forums, Caitlin,
While I wish your visit to our Support Forums were under more positive circumstances, I do appreciate you taking the time to share your experience with us. Getting new appliances should be a fun and exciting experience, so from what you’ve described, this has been far from the experience we hope our customers will go through when shopping for appliances.
As it sounds like you’re aware, connecting your devices to your home Wi-Fi will be a separate service that needs to be purchased, as this is not included in our Geek Squad appliance installation service. This can be found here, and I apologize if this was not communicated during the time of your purchase.
I’d like to make sure we’re fully documenting your feedback here at our Corporate Headquarters, in an effort to avoid a similar experience from happening to our customers in the future. Please send me a private message with:
To send me this information privately, be sure to use the blue "Private Message" button in my signature.
Looking forward to hearing from you,