08-27-2019 10:01 PM
I recently went to the Nashville West location in Nashville, TN and purchased several items plus Total Tech and installation. The first installation of a SimpliSafe doorbell was botched, had to hire another electrician to repair. The TV mount was incorrectly installed in the most irrational position. Tech even went so far to as move books off a shelf to install it too low on a wall without any good reason even though the books were on a BOOKSHELF. ?!??! Third installation of Ring flood light cameras were incorrectly positioned away from entryways and blind spots, had to redo them and even stated that he might have to charge in order to do even though it was his decision to put them where they would never be able to see an intruder enter my home. Even after putting them in the logical positions still managed to install one incorrectly with a bad connection so it wouldn't respond to movement and had an electrical short that was buzzing, could've burnt my house down if I hadn't heard it through the window. The appliance consultant showed up as scheduled and didn't even ring the doorbell for some reason. I have him on video from the doorbell camera walking up to the door, standing there for 10 seconds then just walking back to their vehicle. No reason at all. All of this within 4 days of each other. Then when called, stated they couldn't return, needed to reschedule. His only purpose was to measure several areas of my kitchen and then sell me another $5k of kitchen appliances without having to do anything. We had already committed to buying the appliances there. Spent 4 hours getting shuffled around customer services calls and chats for rescheduling and refunds. Support says call the store; store says call customer service. Classic misdirect. Finally, get the store manager on the phone again and she cuts me off and hangs up. Again, I am only trying to get the installations fixed so I can BUY SEVERAL THOUSAND MORE DOLLARS OF MERCHANDISE FROM THEIR STORE. Back and forth again with chats/support calls. Nothing resolved. Store manager again tries to argue, for what reason, I have no idea other than she hates when people spend money in a Best Buy store. Complete, total, abject failure of a customer experience from top to bottom with no explanation. No one even had to do anything. I went into the store. Picked out everything I wanted myself. Had to track down an employee so I could give them money and schedule install. All of the installations and consultation were botched. Every level of customer service from store employee, store manager, online customer service, install tech, etc was a complete failure. And there is no point. I have already spent the money and fully intended to spend more without anyone in the entire organization having to do anything beyond the absolute bare minimum tasks their non-complex jobs require. Any other business in the world, knowing that their manager cost the store several thousand dollars and potential return customer (likely 1/4 of their annual pay), for no reason whatsoever besides them having a bad attitude, would be fired immediately and made an example of. How can this possibly exist in a modern, multi-billion dollar company? A business where people just walk in, hand money to the business, and then get treated like absolute garbage. Going out of their way to interfere with the business' ability to generate revenue and all because of laziness, lack of vetting, selfishness, and lack of consequence. Even the corporate level has all the typical excuses about being sorry, totally understanding, working diligently to get this corrected, everything in their power to improve the customer experience, "third party" tech, not our problem, no way of knowing, can't see that on our end, no access to your account, must be isolated incident, etc.....and literally nothing has been resolved - no refund, no reschedule, no accountability, nothing. I'm sure you get disgruntled customers all the time. And I'm sure you deal with bad employees all the time. I have small business and experience daily challenges and never have I considered a customer who has already spent considerable amount of money and full intends to continue doing so not worth 5 minutes to resolve a minor service issue. But there has to be some level of this business that is accessible to customers that makes even the slightest attempt to continue customer revenue streams. In my case, it would have only taken a 2 minute call to reschedule some appointments which would have resulted in several thousand more dollars in sales.....and every single level of service in the company I have interacted with not only failed to remedy the mistakes, costs, time inconveniences, etc, actually went out of their way to see to it that I return everything I bought and never set foot in a Best Buy ever again. It took more time dealing with the store employees and customer service than it would have to actually remedy the situation entirely and maintain a customer. I can't wait to hear the corporate-speak from whoever moderates this forum. I just can't see how someone could come home from work every day and think "I'm proud of what I did today. I made sure that this company did the absolute bare minimum of customer service and absolute maximum of avoiding accountability and customer retention." Great model. Very sustainable.
08-29-2019 11:34 AM
No employee of ours should be happy with doing the bare minimum to take care of a customer, and it is concerning to hear how many of these services were not performed up to your expectations. I would love to do what is possible to get this taken care of for you. What do you specifically need me to get done for you? Can you send me a private message with your name, phone number, email address, and order number? To send me a private message click on the message button in my signature.
08-30-2019 01:57 PM
As a follow-up to Allan's statement that "I would love to do what is possible to get this taken care of for you. What do you specifically need me to get done for you?", I stated some reasonable corrective actions to fix the bad installations. He stated that there was nothing he could do. It's very predictable that they request follow-up through the private message and not on the open forum. My only advice going forward as far as Best Buy is simply to never give them a dime of your money and shop at their competitors. Stand by for the corportate lackey response of "I very sorry you were unsatisfied with our level of service.We take pride at Best Buy in ensuring all customers have a good experience and are satisfied. Please let us know of anything else we can do to make your Best Buy experience better."
09-04-2019 04:10 PM - last edited on 10-13-2019 11:29 AM by Bill-BBY
I am honestly sorry if I was not as clear as I could have been in my reply to the message you sent me. You were very specific in what you were requesting of us, and I thank you for that. I emailed the management of your local store asking them if they would be able to get your requests accommodated. I did hear back from them stating they would partner with other leaders to try and get this resolved for you. What is the current status of your concern?
09-06-2019 12:49 PM
I did hear back from this store on this, and was informed they were able to get this taken care of for you this last Saturday August 31, 2019.
10-08-2019 05:31 PM
Nothing was taken care of. After making my issues public on this forum, Best Buy put some sort of manager in charge of overseeing the repairs of the poor installation job that initially occurred. So after inconveniencing me for several more hours on my weekend, they still failed to properly install the security cameras. The manager that was put in charge of overseeing was there to provide a consult for some additional appliances we wanted to purchase claimed he was taking care of the repairs and additonal purchase oversight and installation. It took over a month just for the additional appliances to arrive and when they finally did, the assigned installers determined they couldn't install them, that they needed me to pay extra for some modifications before they could mount and plug in 2 appliances. The whole purpose of having this manager oversee and check everything prior was so they would know exactly what needed to be done in order to get everything installed and completely failed to do so. In addition to the fact that having cameras replaced for another brand that might've actually worked, this can't possibly be accomplished in a timely manner or at any other time other the middle of the work day after this garbage company has already been interfering with my work for 2 straight months due strictly to their own incompetency. The best part is that the refund "could not be processed" because there is "an issue with the system" and they are working on it. The system? What a joke. The only rational argument for why this is happening is either 1) Outright attempt to steal from me - BB is simply hoping I'll give up and they get to keep some of my money without having to fully refund anything else or pay for techs to do their job or 2) this is some sort or purposeful retaliation from these managers or customer service employees who are mad that a customer is trying to hold them accountable and avoid being defrauded. The most ridiculous part is that it is to no advantage to the business or any of the employees to screw something so simple up so completely bad. So I'll just keep escalating this until I get every dime back that I've wasted with the single worst retail company that exists today.
10-08-2019 06:03 PM
Although not the greatest news, thank you for the update, andyb8357. We try to pride ourselves in ensuring we provide great customer service, each and every time, and we expect our employees, from top to bottom, to conduct themselves as professional as possible in every situation. Will you please send me some more details so I can look further into this for you? What item(s) was to be refunded? What needs to be done to have those other 2 appliances installed? I look forward to hearing from you.