11-30-2020 10:05 AM
I recently bought a new dishwasher during the pre-black friday sales because my diswasher died. I had it delivered but not installed. Once we took the dishwasher out of the box, we noticed the door does not seal. I got onto chat and started the exchange process. Mind you, this is right before Thanksgiving and I purchased the dishwasher because I could get it to me before the holiday and knowing all the dished that would accrue due to the Holiday. The exchange could not be delivered until the Friday after the Holiday and the rep ont he chat offered me a $25 gift card as well as free installation on the new one for my inconvenience. I was very happy at this time with how they handled it. I DID, thankfully ask him to send me a transcript of the chat so I have proof of his offer. Fast forward to Friday, I got on with chat again that morning because I had not received any delivery scheduling email like I had before and it was supposed to be delivered between noon and 6pm. After 2 hours on chat, I was told someone would have to call me because because they were having system issues. Four hours later, I had still not hear back from them so I called myself. Still no delivery at this point either. Upon calling, I was told that somehow my order that was placed for my exchange was never fully processed (even though I had an order number) and NOW, the dishwasher is on backorder until January. They suggested I get transferred to the sales team to find a comperable dishwasher. The sales team could not find me a dishwasher in my area somehow and suggested I just return the one I have and keep looking on me own (WOW, great sales team) and she transferred me back to appliance to process the return only to be disconnected. I then had to call back yet again, and finally got a manager by the name of Caroline A, I was able to find a similar dishwasher by Brand etc, while waiting to get a supervisor but that was $100 more BUT had a $100 gift cert attached to it as part of the sale. I told Caroline I would get that one instead but I would still want the free installation that I was promised, the $25 gift card I was promised (mind you just for having a faulty dishwasher delivered) and since my exchange was processed incorrectly, I sat at home all day on a holiday weekend waiting for a promised delivery, AND then sat on phone for over 3 hours that they should process the exchange at the same price. She then told me she could NOT honor my free installation since it would be a different model and could only offer me 10% off the new model. Hello - I would get the same model if they had not screwed up my order and why should I have to wait months just to get it? I then tried to contact a manager today and spoke with Sherry - she offered me even less and said it is their procedure to only offer a gift card after my purchase - to be mailed to me. She offered me $55 gift card. What a total slap in my face - every single step of this process has been screwed up by BEST BUY and I am offered $55 after HOURS on the phone HOURS sitting at home waiting for a delivery that never happened. She then said I should go INTO a store and show them the email of the chat showing free installation and see if they can help me - I said, you really want me to go into the actual store, drive out of my way, and risk my health during a pandemic and fight this in front of all your customers!? Sheesh, all I asked for was installation to show that the new model I was delivered was not broken as well AND a price match on an item that I should already have in posession but they cannot deliver to me as promised.
11-30-2020 11:57 AM
***UPDATE*** I thought I would try chatting once again - the rep I was transferred to after 4 different transfers suggested I contact Geek Squad Protection since they are the ones that should handle exchanges I guess - and after 5 minutes, I had everything approved by management and a delivery of a new dishwasher approved for a week from today. WHY didn't anyone tell me this before - I have no idea - SO - note to all of you - do not call 888-237-8289 for customer service - call Geek Squad at 800-433-5778. Lasina was AMAZING.