09-04-2019 06:59 PM
I ordered over $10,000 of appliances for my new home from the Best Buy in Sandy, Utah. The day of installation they brought a 29" base for my 27" washer. That's just the first thing that went wrong that day. They installed the new washer, told us to run a load of old towels to flush the system, then left. We put in a load of old towels, and went about our day. 20 minutes later, water started dripping from the light fixtures in my kitchen, which is beneath the laundry room. The washer they had installed had a cracked drum, and 2 inches of water was flooding my laundry room. I immediately shut off the water to the house, but the damage had been done. It covered my laundry room, leaked out into the carpeted hallway, under the floorboards into the adjacent rooms, and travled down a support wall to flood directly into my basement.
I called Best Buy, the installers returned, removed the cracked washer, and told me someone would contact me about getting the replacement to me. I then filed a claim with best Buy for the damage. When they called, they said it would take 2 weeks to get a replacement washer out to me. I told them that was unacceptable, we need a washing machine. I told them I'd like them to send me out a machine they have on site until ours came in. They said sure, just BUY ANOHTER WASHING MACHINE FROM US AND RETURN IT WHEN THE NEW ONE ARRIVES. That's great customer service for you. Best Buy won't fix the mess they made themselves, they expect me to foot the bill for it. I said No, obviously.
After a lot of complaining, another of their incompetent managers said they could get it in from the Denver by Sept. 3rd and on a truck and out to me by Sept. 4th. (The day I'm writing this.) Unsurprisingly, it hasn't arrived. I called the Sandy, Utah Best Buy again and asked for a manager. A third incompetent manager said it didn't go out to me today, it's sitting in their store, but they can't get it to me until Friday (two days from now). It has been 8 days since they flooded my home with a broken washer, and they have lied to me multiple times and given generally terrible customer service across the board.
I finally lost it at them. I asked them what they were going to do to make this right. At this point I'd been on hold or on the phone with thier representatives for over 20 hours. They'd destroyed parts of my new home, left me without a washer for over a week (and counting) and they were offering me nothing in compensation. I asked the manager if I was going to have to sue them to get reparations, and she said, "Don't threaten me!" and hung up the phone. Apparently, best buy mangers are too stupid to understand what a personal threat is. I called back, talked to a 4th manager, who said there was no way to get the washer out to me until Friday and offered me $100 gift card. Uh, no. You've wasted at least $1000 of my time, destroyed part of my home, and been generally incompetent and rude. $100 won't cut it. I asked how to talk to someone higher than the store manager. He said call 1-800-Best-Buy.
While I've been typing this, I have been on hold with 1-800-best-buy for 40 minutes, then it hung up on me without talking to a person. I called again, asked the machine for a manager, got to customer service, filed a complaint against the Sandy location via the rep, then asked what they plan on doing to make this right. She said she'd have to connect me to the appliances department, then put me on hold again, where after 2 minutes I was hung up on again. I'm now on hold again.
Best Buy, this is the worst customer experience I've ever had, anywhere, ever.
09-04-2019 07:33 PM
Update: I'm, still on hold. It's been over 2 hours. Best buy also hasn't sent me out the original base I ordered. Online it's in the status of "Refund Pending". Uh, I need the base, not my money back. So now you are just canceling stuff people ordered and not telling them?
09-04-2019 08:09 PM
Update: I have been trying to reach the appliance department for the last two hours. I've talked to customer support managers who tell me they will connect me to an appliance manager, then put me on hold, and after 45 minutes they hang up on me.
09-04-2019 10:21 PM
Update: The incompetent manager in the Sandy, Utah location zip code 84092 put the replacement order in wrong and the delivery was never sheduled. After over 3 hours on hold, 4 dropped calls, and 3 manager conversations I finally found someone who could help (allegedly). She informed me the order was all messed up, fixed it and says the washer should be here asap. I doubt it, since the people who are in charge of getting it to me are the incopetent managers that screwed it up in the first place. We'll see...
09-08-2019 02:59 PM
Thank you for reaching out to us here on the Best Buy Forums. We certainly appreciate you thinking of Best Buy for the major investment of appliances for your new home. This should be an exciting time, and our ultimate-goal is to make delivery and installation as seamless as possible. From your description, it sounds like things did not go as expected, and we definitely want to ensure all your concerns are being addressed.
I see your last update was from Wednesday. If you are still in a position where you require additional assistance, please send a private message, so we can determine where things stand currently. Your full name, email address, telephone, and order numbers, would be required. Just select the darker blue box next to my name below to send those details privately.
09-15-2019 11:01 AM
Update: It's now been 18 days since they flooded my home by delivering a defective product. I also still don't have the correct base for washer we purchased and I've had no communication from the Best Buy in Sandy. They've charged me for a base they contracted to deliver on the 28th of Aug that I haven't seen yet. Way to stay consistent best buy.
09-19-2019 11:59 AM
In situations like this, it stands to reason you’d be looking for a resolution as quickly as possible. Based on the information you sent in your private message, I believe I have some updates to share with you, and I will be replying to your message shortly. Please keep an eye on your inbox for our correspondence.