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New Member
Posts: 4
Registered: ‎03-04-2020

Worst customer experience

Absolutely worst experience with delivery. Delivery was scheduled for Monday 2/24 from 12-6. The company calls me at  on Monday and says the delivery will be done on 3/4 for unforseen reasons. Horrible experience, my current stove is broken and I had to eat out for that entire week. On the day of delivery 3/4 it gets even more worse. They called and scheduled the service for 2-5PM and at 4PM when I called to verify the status, they inform me that they are running late. The driver shows up and says the for the stove installation he needs to do some more adjustments and provides an an additional $600 quote. I walked out to the driver's vehicle to ensure what he is saying true, and I measured the stove with my own tape. I went to inside again to validate the measurements, the driver left with the stove without giving any notice. Then I get the call from the delivery manager saying do you want to go ahead with the installation and are you ok with quote. I mentioned to him that the driver did not talk to me before he left with my stove. The delivery manager falsely claims that driver informed and talk rudely to me, he also hung up on me.  I spoke the customer service rep, he basically tells another false claim that best buy is paying $200 out of the $800 quote from the delivery/installation guy. Now I'm confused the installation guy mentioned $600 quote and best buy rep says the installation quote was $800. This is unacceptable. I would like someone to contact me regarding this horrible experience. Never ordering from Best Buy again, I unnecessarily even open the best buy credit card with them.

 

Worst company ever. 

 

If you are selling something to the customer, provide one customer experience through every channel that your platform can be accessed on and it has be end-to-end from point of sale to delivery to customer.

 

The system showed how broken your customer experience and lack of ownership across the supply chain.

Posts: 4,669
Topics: 50
Kudos: 505
Solutions: 283
Registered: ‎11-29-2016

Re: Worst customer experience

Good afternoon, SriHarshaChennu,

 

Welcome to our forums, and thank you for sharing your experience with us.  I can only imagine how frustrating it would be to go an extended period of time without a functioning stove, and I’m sorry to hear you’ve yet to receive the stove you’ve ordered from us. 

 

If you are still in need of assistance in getting your stove delivered, I recommend connecting with our Geek Squad directly at (800) 433-5778.  We’ll be unable to schedule a delivery service for you here through our Support Forums, but I’m optimistic our Geek Squad will be able to provide you the assistance you’re looking for, and clarify what might be needed in terms of the adjustments needed for a successful installation.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-04-2020

Re: Worst customer experience

I did reach out the Geek Squad directly at (800) 433-5778 and also the customer care. They informed me that now my order is in a limbo state. They can't re-schedule it. I just have wait blindly for the email to show up saying that my order is ready to re-scheduled, then I have to the run-around to call them again for scheduling my appointment. I had to take off from my work yesterday for this delivery as well. Now I'm in a limbo with working stove. Wow not sure how they selling products with such horrible customer experience.

Posts: 4,669
Topics: 50
Kudos: 505
Solutions: 283
Registered: ‎11-29-2016

Re: Worst customer experience

Hello, SriHarshaChennu,

 

Thank you for this information.  As it sounds like you’re aware, depending on the status of your order, we may need to wait for the delivery team to return your appliance to the warehouse before we’re able to reschedule your delivery and installation, and I apologize for any frustration this delay has caused.

 

Going forward, I recommend keeping an eye on your email inbox for updates to your order, and I’m optimistic you’ll be able to reschedule your delivery soon.

 

Thank you,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-04-2020

Re: Worst customer experience

The agony continues. The delivery call shows up without notice yesterday. Installs the stove improperly, Now we cannot open our cabinets at all. When I called and sent the photos of wrong installation, no body picks up the phone call?

 

Not sure how this company is ever working and selling products. Even the replies from this forum are concerning.

Posts: 5,838
Topics: 197
Kudos: 556
Solutions: 287
Registered: ‎08-21-2017

Re: Worst customer experience

Good evening, SriHarshaChennu,

 

Welcome back to our community forums and thank you for updating us on your delivery. We certainly want to make sure this stove is installed correctly and doesn't prevent you from using the rest of our kitchen. Our dedicated Geek Squad Client Care team is best suited to help you get this installation completed. They can be reached at (800) 304-1259 from 8 a.m. to 11 p.m. CT, seven days a week. Please let us know if you have any difficulty getting in touch with them.

 

Regards,

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎03-04-2020

Re: Worst customer experience

It did get resolved. But the experience of going through it is worst. I never heard back on the compensation.

New Member
Posts: 1
Registered: ‎03-12-2020

Re: Worst customer experience

I used to work at the delivery pad in San Leandro. Speaking from experience, (as an ex-warehouse worker for BestBuy) I would recommend NOT having the installation done via BestBuy. The reason is (unless it is done by the GeekSquad), the work will be done by a 3rd party company that has a manifest route of about 22 stops for the day. They are human and they get tired. They have to drag heavy merchandise up many stairs at times and so by the end of their route they are often late or too tired to service the customer properly. I have caught drivers that have not even stopped at the customer's house even though the customer was waiting all day or all week for their precious washer, dryer, or refrigerator (in your case stove). They don't care because you are not their customer, BestBuy is. BestBuy is lousy at enforcing customer service standards with its third-party contractors. The contractor can bill BestBuy for just showing up no matter the outcome. All they have to do is notate the description of your front door as proof they stopped.

 

I know it sucks, but it is much better to buy an open boxed item (never used just opened and not installed) at the store, and then have your own independent contractor install it.  You will be getting a superb deal that way on the product and even though it may cost you more to install it, you get what you pay for. I think for some customers it can work fine, its a hit and miss situation. However, I used to deal with customer service escalations day in and day out regarding the exact same scenario as you described.

 

 

Posts: 5,838
Topics: 197
Kudos: 556
Solutions: 287
Registered: ‎08-21-2017

Re: Worst customer experience

Good afternoon, SriHarshaChennu,

 

Thank you for following up with us. I'm glad to hear you were able to get this matter resolved so you can begin using your stove. For any further questions regarding compensation I would recommend continuing to work with our Geek Squad Client Care team at (800) 304-1259.


Please do let us know if we can ever assist you in the future.


Regards,

AndrewB|Social Media Specialist | Best Buy® Corporate
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