11-04-2022 12:56 PM
We ordered a dishwasher online on 9/5, and scheduled delivery with install and haul away of the old dishwasher on 9/27. We got a call the night before confirming the appt on the 27th. My husband took off work to be home, and then no one showed up on 9/27. We called customer service, and were told that the dishwasher was still backordered, and they did not know why we had been scheduled for delivery. They said someone would call us to reschedule delivery when the dishwasher was in. We were contacted by Chariz Gabayeron later that day, who left a message to call her to schedule delivery. We called her back multiple times over multiple days and left multiple messages, but never heard back from her.
Finally, we received a call from someone named Ivory or Avery on 10/11, and she scheduled delivery for 10/14. My husband again took off work, and again, no one showed up. We called Avery/Ivory back on the number she had given us over multiple days and left multiple messages, and never heard back from her. We finally called customer service again, and they scheduled an appointment for 10/27, and said we would be getting a Best Buy gift card as compensation for all of the issues.
The delivery person showed up as scheduled on 10/27, but said he could only deliver, as the system only said this was a delivery, not an install and haul away. We called customer service, and talked to Jennifer, who said the order was for install and haul away, too, and seemed to blame the delivery guy. She put me on hold and then came back and said there must have been a “glitch in the system,” and that they were having the guy come back to do the install and haul away. The delivery guy showed my husband in the system where the order for the install and haul away had never been changed from the original 9/27 date. So that was the "glitch" in the system.
I expressed my frustration with this whole situation, and Jennifer repeatedly said that she would call me later that day to confirm that everything was completed to our saticfaction and to offer a gift card amount. It has now been a week, and I have not heard back from her.
I attempted today to inquire about all of this through Chat, thinking that maybe I could actually also get a little work done at the same time. Instead, I went through the whole thing, they transferred me to someone else, he spent forever going over it, only to tell me that he couldn’t help me because I originally contacted them by phone and so would need to do that again.
I called customer service back today, and they offered me a whopping $107 for all of this inconvenience. That doesn’t even begin to cover the loss in wages from all the wasted time off work. It’s just more insulting, honestly. I have been a loyal Best Buy customer, have gotten many appliances and computers, etc. there, but I think I might be done after this.
11-04-2022 03:53 PM
Good Afternoon, MonDaw.
Thank you for reaching out to us on the Best Buy Community Forums. I certainly understand how you are feeling after multiple missed deliveries on your dishwasher and not getting the answers you needed when you contacted our teams. I would be happy to look further into this on your behalf. Please feel free to send me a private message with your full name, phone number, email address, and order number.