Delivery & Installation

[Bruce_Soko]

How does BestBuy fail so completely at customer service? They waste my time all day today, I get nowhere on the phone then come onto their forum to talk about it and they mark my post as spam and it doesnt even go up! Who knows if this one will go up! 

[TinaB-BBY Social Media Specialist]

Greetings, Bruce_Soko,

Welcome to our Best Buy Community Forums.

Thank you for connecting with us on this platform and becoming a part of our community. Creating multiple post regarding the same issue can be considered spamming in nature. It is also important to follow the Community Guidelines as well as the Forum Guidelines when posting publicly. I can understand your frustration with trying to reach out and get the assistance needed and am here to help. Though I am leaving the office soon, I'd be happy to assist with your needs upon my return. To get started, kindly send a private message that includes your full name, phone number, email address and details on how we can help. 

I look forward to hearing from you.

Kindest regards,

[Bruce_Soko]

So this community knows the truth, once again my very first post was marked as spam. It was not a multiple post. Then I tried again and it was marked as spam again.

Help is too late. I’ve canceled my order due to service on a level that is actually disrespectful. I bought my dishwasher today from Lowes and have my handyman installing on Thursday. Your company has completely failed and lost my business.

[Bruce_Soko]

This was the original "marked as spam" post. Beyond rediculous I cant seem to get any semblence of service no matter how much money I throw at the world. 815 dollars on a new dishwasher coupled with their sham of an installation subscription service. Due here today between 12-4PM no call no show its now 943 at night. This is TRASH level service. No one can pick up a phone and say they're either running late or not coming at all? I waited all day here for this. I could have went to work. This cost me real money. I'm buying a house next year and am sure I will be needing appliances and god knows what else. If this is how BestBuy does business, I guess I'm taking my business elsewhere. On the off chance someone from support reads this who isnt sitting in a cave halfway around the world and is in a position to actually DO SOMETHING about this, my phone number is xxx-xxx-xxxx but if you're calling, do it fast. Im heading out to either Lowes or one of the other competitors tomorrow and once I purchase there, I'm cancelling this entire order as well as my line of credit. Who in the H. E. double hockey sticks needs it if you never get the product you paid for? Thanks for COMPLETELY WASTING MY TIME!

[Bruce_Soko]

So Tina B BBY no, my post violated no TOU here. It was marked as spam. You claim to understand my frustration but you have no idea the level of disappointment I have with bestbuy. 

[Derald-BBY Retired: Social Media Specialist]

Hello, Bruce_Soko.

I can understand the frustration you had when you purchased your appliances with us.  

It is regrettable that we were unable to resolve your concerns while you were confident we would deliver as promised.  Please know that we appreciate your input and, hopefully, you'll give us another shot.  We want to show you the professional and knowledgeable employees and how we work with our cherished customers.  Just to add you that statement, you're always welcome to visit us here on the Best Buy forums for any questions or concerns.  

Have a great holiday season!   

[Bruce_Soko]

Thanks. I was shown just fine when an appointment was missed, no one could be bothered to pick up a phone and when I came to your forums to share my experience you marked it as spam.
Fool me once shame on you. Fool me twice…….
I paid off my bestbuy card which was at zero interest anyway to be sure no one makes another red cent. The only reason I’m not cancelling it is it’ll hit my credit negatively but I don’t see myself making any other purchases.
I’m not sure if anyone outside of front line employees will see this but I sure hope complaints like mine make it up the line.

[Bruce_Soko]

I have a question. What procedure is in place to track a customers installation? Does BestBuy just farm this out to a 3rd party and hope it all goes well or is this tracked? Does the installer get any kind of repercussion for missing a date?
This particular installer cost Best Buy 10s of thousands of dollars in business over the remainder of my lifetime. Im never shopping here again due to this. Further, Im going to make it a point to steer people to your competition. What happens to the installer now? Do you never use them again? Do they even know they lost you this customer? Does ANYONE CARE?
We saw circuit city reduced to bones over similar problems. Too much corporate structure and not enough customer service. It’s just a matter of time BestBuy follows. It’s a shame no one in management learns from these kinds of failures.

[MeghanM-BBY Social Media Specialist]

Hi, Bruce_Soko,

My name is Meghan and I will be assisting while Derald is out of office. I am happy to answer your questions.

There is an automated program that tracks the progress of customer installations. Cancellations will be emailed out if you did not elect to be updated via text message. Third party installations are no different in this regard. The only difference for Third Party installations is that they can not necessarily see all notes in their systems. They are to be pre-calling and giving smaller time windows. If they are not, we won't know about that until someone informs us of that. As for holding them accountable, I am unsure of that process, as it is not directly involved in our tasks here. I do know continued issues out of a singular team will result in that team no longer working with us. 

We do care about the experiences of our customers and strive to correct any issues as they arise. We appreciate your feedback and I've documented this and have sent it to the delivery managers over your area in hopes to provide a better experience for customers in the future. 

Sincerely,

^MeghanM-BBY

Social Media Specialist

Best Buy Corporate

[Bruce_Soko]

Thank you for telling me “we” care about the experiences of our customers. We, I’m assuming means BB staff as well as management. Please forward this message to your management team.

When a customer schedules an appointment, they do it in a way so its the least intrusive on their lives. In my case, time is indeed money. I scheduled my appointment on my day off. I typically work overtime on my days off. An overtime tour grosses me roughly 1,000 dollars. Sitting around all day waiting for an appliance that never came and no one called to tell me isnt coming cost me real world money.

Telling me you care is one thing. I can say I care about you, too. It costs me nothing and I have zero skin invested. SHOW ME you care. you’ve wasted my time to the tune of a thousand dollars. What is BB prepared to do to make this right? Anything at all besides a we’re sorry? I’m sorry too, but what I’m sorry about is shopping at BB for my appliance because my time and money was wasted.