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Posts: 1
Registered: ‎07-12-2018

Terrible Customer Service - No Accountability and provided false information

We are a small nonprofit.  We purchased asmart  tv, wall mount, sound bar, etc., and paid the additional charges to have it delivered and installed prior to July 17th.  It was to be installed in a new training room.  We have two training classes that start July 17th.  We selected this tv because it met the specs we needed after being reviewed by our IT company.


The tv was supposed to be delivered and installed on July 11th between noon and 5:00pm   At  4:30 pm, we called to find out what the status was.  We were advised there was a mix up, and that the tv could not be delivered until July 25th.  The next morning, I called We asked to speak with a supervisor (Diamond in the Best Buy Call Center in Atlanta, GA).   Diamond told us that they could not deliver the tv before July 25th because it was "no longer available."  I asked what "no longer available" meant.  Diamond said our tv had been sold and would not be back in stock before July 25th.  Keep in mind this was less than 12 hours later.  When I told Diamond this was not acceptable, she advised I could pick out another tv.  When I asked to speak with her supervisor/manager, I was told there was no one else, she was the highest authority.  


We then called our local Best Buy store who advised they had the tv in their store, and it was available.  I called the number listed for time sensitve issues and was told they could not schedule the tv before July 25th.  I asked to speak with a supervisor again.  I was connected to the same supervisor I spoke with before, Diamond.  I told Diamond the tv was available at our local store and that because she had given me false information (she admitted she had told me the tv was sold and no other tv's were available) I wanted to speak with someone else.  I was again told she was the highest authority, that other managers were working, but none who talked on the phone.   Diamonds tone and demeanor was very unprofessional and condescending.  This is the worst customer service I have ever experienced.  

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Registered: ‎09-29-2008

Re: Terrible Customer Service - No Accountability and provided false information

Hello Nonprofit93901,


Welcome to our community. Like you, I depend upon appointments being kept and getting the right help when I need it in order to have an orderly life. And I'm not even running my own small business! In truth, I was disappointed to read of your experience and how your attempts to solve the problem of a delayed delivery were met with complications, ambiguity, and incorrect information. Certainly this is not the stellar experience to which we aspire. I apologize for your having to cope with such a situation.


Were you able to acquire your TV and get it installed? If so, how did it go? If not, please let me know and I'll do my best to help.


Please know I'm grateful you brought your concerns to us.

John|Social Media Specialist | Best Buy® Corporate
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