09-14-2019 04:13 AM
09-15-2019 02:52 PM
09-16-2019 10:17 PM
Wednesday 9/4/2019: I went into Best Buy to inquire about an LG kitchen applicance bundle. The manager and sales associate Michael assited me with purchasing the kitchen bundle, total tech support, warranty, and the Best Buy credit card. The installation was scheduled the following Wednesday, 9/11/2019 between 12:00 and 6:00pm. The sales process was easy and the sales associates were prolite and professional.
Wednesday 9/11/2019: The installers called and delievered/installed the gas stove, refridgerator and dish washer. I was informed by the installers that the microwave was not on their list to be delivered and to call the number on our paperwork. When I called the number, the company informed me that the microwave was cancelled and we would be getting our money back. I told them that the applicances were purchased as a bundle and that I did not want a refund and wanted the microwave. They said it was already processed and that I was going to get a refund. When I asked about what happened to the notice that the microwave was cancelled, they could not give me a reason, just that the order was cancelled. I did not receive prior notice that the microwave was cancelled, this is extremely unprofessional. I then proceeded to call the store. An associate named Dawn assisted me and found the same microwave and scheduled the installation on Friday, 9/13/2019; she understood my situation and provided excellent customer service.
Thursday 9/12/2019: I recieved an email that the microwave installation needed to be rescheduled. I entered my information into the system only to receive an error that my order could not be found. I called the number and requsted a call back and did not recieve a call. I went back to the store to talk to someone to find out what happened to my order again. The associate told me that the microwave was out of stock and that Best Buy "Over Sold" the item and that it happens from time to time. He then told me that he would find me a similar or better microwave and proceeded with the order. He scheudled the delivery for Tuesday 9/17 and handed me the receipt. I looked up the microwave he had ordered me and noticed he sold me a microwave that was smaller in size and had an original price of $250; the microwave in the bundle was larger and had an original price of $310. I was upset and asked him what happend to giving me a microwave that was similar in price or an upgrade, to which he said this one is about the same price now, its actually $10 cheaper and gave me a gift card. I was not happy about this and had him find me another option. He offered me a microwave at $400 normal price and gave me a $50 discount. I spoke with a supervisor and told him my situation and he said all he could do was knock the price down $50. At this point I am thinking this is a clear bait and switch. Not only did I have to reach out to Best Buy three times to find out what happend to my microwave, but they're now upselling me. I purchased an appliance bundle to find out that my microwave was "Over Sold" and if I want somehting similar or better, I have to pay an additional $120 out of pocket. After 2 hours of my time in the store this day alone, I was finished and paid the difference.
I do not feel like my needs were met and that I was provided with excellent nor standard customer service.
09-19-2019 01:09 PM
Thank you for posting!
I appreciate you taking the time to join, and write us regarding your order. Buying new appliances is meant to be exciting. We strive to make our customer service an embracing, simple, and enjoyable experience each and every time. I understand where you are coming from, and I am happy the store’s management was there to look into this for you. I thank you for sharing your feedback, and apologize for any inconvenience this may have presented. If you need further assistance, be sure to contact the Appliance Resolution Team at (800) 304-1259. They are in the best position to help with your situation. Let me know if you need any further assistance, or have any questions.