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New Member
Posts: 2
Registered: ‎10-10-2018

Terrible customer service; no show on delivery

On Sat 10/6 I purchase a wall oven and dishwasher in store.  When the salesperson was setting up the delivery and installation date, I indicated I was not in a hurry and that I preferred a Tues or Thurs for job reasons, after 10/16.  Ultimately, the salesperson was having trouble with scheduling and indicated I should call Monday to set it up. On Sun 10/7 I received 2 emails; the first confirming delivery on 10/24, and the second confirming delivery on 10/10 (both Weds).  I also received a voicemail confirming that they were forcing the delivery date to 10/10 to meet my request (what?!).  I called the store I purchased the items at 3 times on Mon 10/8 to find out which date was operative and was told 10/10.  I received a automated call in the afternoon confirming the 10/10 date and a delivery window of 7am - 1pm (6 hours?).  The store told me I would receive a call with a 2 hour window that evening.  I did not.  Next day around 9:30 I had a sinking feeling so I called the delivery agent and you guessed it, I was told my appliances had not been checked out for a pick up so essentially it appeared order had never been completed.  But I was told that it could stil be on because forced dates are different, so "wait for a call".  It never came.  At 1pm at the conclusion of the delivery window, I went down to my store to speak with the manager.  In coordination with the admin in the Appliance Department, the manager found out that my wall oven is back ordered so it could not have been delivered.  My dishwasher was in stock and initailly ordered but then a notice on file indicated "reschedule".  After making notes in the systems and generating an email to my "delivery rep" at corporate, the admin told me that I would receive a call within an hour to reschedule and the manager assured me their priority was making this right.  It's been 3 hours and the buisness day is almost done, and no call.  I had to find someone to drive my son to school at 7am so I won't miss the delivery window.  I lost $400 in net income today  taking the day off and what makes this even more frustrating is that not only was I not in a hurry, did not want a delivery date before 10/16, and did not want a delivery on Wednesary , but I attempted in half a dozen phone calls to confirm this date and at every turn I was told the date was valid.  And, this isn't over.  I'll tell you what, an apology and a $75 gift card isn't going to cut it.  What happened to great customer service and reliability.  Best Buy you are sorely missing the mark and I'm not here for it.

Posts: 1,220
Topics: 8
Kudos: 91
Solutions: 59
Registered: ‎10-19-2017

Re: Terrible customer service; no show on delivery

Hello SFavorito,

 

Welcome and thank you for posting on the forums!

 

I truly appreciate you being a loyal customer and choosing us to purchase your new kitchen appliances from us. Home delivery and install is meant to go smoothly and professionally, and most of all timely. I would be as upset if this were to happen to me. I am here to help where I can and look into this further for you.

 

Please, send me a private message by using the link in my signature below this post with some order details. Send me your Customer Service PIN off your receipt or order number, full name, phone number, and e-mail connected to your BestBuy.com account. To send me a private message, log into the forum and select the blue button found in my signature. I look forward to hearing from you.

 

Sincerely,

Deysha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎10-10-2018

Re: Terrible customer service; no show on delivery

i wasn’t wrong when I said it wasn’t over in my post above. Today was the date of my rescheduled delivery and installation date. After the no show on 10/10, I took it as a good sign that my 6 hour window was narrowed down to 2 hours the after before delivery. Not only did I get a call but I received an email as well. Right before the 2 hour mark I got a call saying the driver was as running 30 minutes behind. Ok, I thought, at least someone is coming. Time crunches can happen, I get it. Sure enough 30 minutes later they arrived. I walked th guy into my kitchen to show him the where the oven and dishwasher were being replaced. He said “okay, but where do you want us to put the new appliances? Weird, I thought and I replied “they should be installed where the old appliances are”. To which he said “Your order is for delivery only”. What?! I show him my receipt. A phone l is made to his office, he hands me the phone and m told there was a mistake and the install was not scheduled and the guys at my house can only deliver. I’m to call my store who will schedule the install. I can’t believe this. I’ve now lost more income for missed time. My father-in-law has been sitting at my house for 2 1/2 hours in case there are any issues with the fit of the oven. And now I have to ask my boss for more time off. I’m loosing it here.
Posts: 1,220
Topics: 8
Kudos: 91
Solutions: 59
Registered: ‎10-19-2017

Re: Terrible customer service; no show on delivery

I appreciate your update SFavorito! I have responded to your private message. You can find it when logged in, by clicking on the small orange envelope at the top right corner of your screen.

 

Regards,

Deysha|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!