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Posts: 1
Registered: ‎07-19-2017

Waiting for response from escalation department

I recently ordered a Samsung Gas Range from my local BestBuy. Delivery was scheduled for Monday afternoon. The team came in, quickly and efficiently removed the old stove and hauled it out of our condo. Unfortunately, when they took the new range off the truck, it was badly damaged (entire corner near the top was bent inward).

 

I was informed by the delivery/install team that they were not allowed to reinstall the old stove, and I was left with no stove in the house waiting for follow-up delivery. 

 

I contacted my local BestBuy store shortly after the delivery team met to figure out how quickly a replacement could be delivered. I was informed that it was going to be six days until I could get a new stove. This is not the end of the world, but this is not an insignificant inconvenience and cost. I made it clear to my local store rep that I was not happy and that I felt that Best Buy should at the very least provide some compensation for the additional unplanned expenses of eating out and also of food bought over the weekend for the family that is likely going to spoil before we have a chance to cook it.

 

My local rep told me that he would send my complains to the Escalation team and that I should expect to receive a phone call that afternoon. It's now been two full days since then, and I have heard nothing. The warehouse has been kind enough to call and offer a delivery slot a day earlier, but I've heard nothing from BestBuy corporate.

 

I followed up twice by calling the 1-800 number. The first time, I was told that I should speak with the warehouse, and I was transferred and put on hold. After about 15 minutes of being on hold, the call disconnected. In the second instance, after the GeekSquad person I spoke to said once more that I should speak to the warehouse, the warehouse employee told me that any compensation would have to go through the local store.

 

To recap, since I have been chasing this down, this is what I have been told:

 

1) Local store told me I would need to speak with escalation department (BestBuy corporate?)

2) Escalation department was supposed to call me and never did

3) 1-800 number (BestBuy corporate) told me I should speak to the warehouse

4) Warehouse told me I need to speak to the local store (see #1)

 

At this point, my frustration about the lack of stove is running secondary to my deep frustration about the poor customer service and complete run around I am receiving.

 

I have had good experiences in the past with Best Buy appliance purchasing and delivery. However, this lack of basic responsiveness to customer service reflects incredibly poorly on the company. I don't know if posting here in this forum will elicit any better response, but given that I currently have no response, it can't be much worse.

 

* I feel it is important to point out the individuals I have dealt with have all been kind and courteous - especially the delivery team and the warehouse team.

Posts: 2,586
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Registered: ‎11-29-2016

Re: Waiting for response from escalation department

Hi cseshag,

 

Welcome to our forums, and thank you for taking the time to share your feedback with us. As you mention, while not the end of the world, I can only imagine how annoying it would be to go without a stove for nearly a week. The fact that you’ve yet to hear from an escalations agent regarding your experience must only add to your frustration, and I sincerely apologize for any additional disappointment this may have caused.

 

I’d like to make sure your order and information has been escalated to the proper team, so I can make sure your resolution comes sooner rather than later. If you could kindly send me a few pieces of additional information in a private message, I’ll do some digging into this for you. What I’ll need is:

 

  • Your first and last name

  • Your phone number

  • Your order number (or Customer Service PIN located at the bottom of your receipt)

This information should be enough to get me started. To send me a private message, look to the blue “Private Message” button in my signature.

 

Hope to hear from you soon,

 

SeanM|Social Media Specialist | Best Buy® Corporate
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Registered: ‎09-29-2008

Re: Waiting for response from escalation department