04-29-2021 10:26 AM
I bought a 65 inch tv and install through EXPERT chat. Me and Riccy( the EXPERT) chatted for well over 30 minutes making sure everything was correct. The person didnt seem the birghtest so i went out of my way to explain that the mount is over my fireplace 3 DIFFERENT times. He sent me links to fireplace mounts and we discussed it. Its extra money which is fine. I bought what i was told and 8 days later is the install. The install was from 9-1. These guys show up at 12:50 and said the mount was wrong and they couldnt come back and do the mount for atleast a week or more. Well i bought the tv for the NFL draft which was the next day. So they completely screwed me over after i explained to the EXPERT the situation beforehand. So they didnt communicate amongst themselves and it cost me a ton of embarressment, a bunch of time, and a massive headache when i had to cancel the draft party the day of. So i immediatly contact suppport. They said they couldnt do anything for a day due to the system but they promised to get it worked out. I said ok. The supervisor said she put it all in notes and the next monring would be easy. Next day i message and they have no idea whats going on. After 30 minutes i get the supervisor. Then the supervisor told me the intstall didnt happen due to no TV in the inventory. So he started off the conversation with a BOLD FACE lie. The tv was in my house and the install team told me they could do it if they went to lowes to get supplies. So being lied to after wasting 9 days and spending over $900 i was not happy. Then this dude starts back tracking and saying the failure was due to something else which was a lie. He said we can order you a different tv and redo the entire process. Well that doesnt help me in anyway since the install will be a week after the draft. He offered me $30 which i laughed at. Im not here for free money. I want you to own up to your word. Dont say youre going to do something, not do it, lie about it, and then put blame on everyone else. Ive now wasted over 8 hours that i will not get back just for nothing to be done. I dont have the tv, they left the mount, and the charge for it saying they cant take it with them. So ive been completey screwed over by best buy AND they still want me to pay for their mistakes. This entire process has really blown my mind and shown me how little accountablility best buy supervisors have. They can get away with lying to customers and giving 0 support. I dont see why they are called EXPERTS. I have the last chat saved with the supervisor if anyone wants to hold them accountable for lying. Or maybe thats what they are trained to do.
04-29-2021 01:07 PM
After way to much hassle and 10+ hours of my life wasted. Best Buy finally did their job and helped the situation they messed up. Thanks to the 1 customer service rep that helped out of the 7 i talked with. 1 out of 7 is not very good odds so good luck to everyone else. Dont give up. Eventually one will have common sense. Hold them accountable for what they do and say.
04-29-2021 01:18 PM
Welcome to our community, DarrickCf,
Thank you for reaching out to us. A new TV would certainly bring an added level of realism to sporting events, and I can understand your desire to ensure a smooth delivery and installation. Although it sounds like your issue may have been resolved, I wanted to reach out to you to learn more about what happened, as well as provide any additional assistance as needed. To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.
04-29-2021 01:18 PM
Also this shouldnt be in installation and delivery. This situation was 100% caused by the EXPERT sales team. The install people were very polite and i legit felt like they felt bad. Which is more than i can say about the other people i spoke with. Install team 8/10 Experts 0/10 Customer Service 3/10
05-06-2021 10:07 AM
Well i was wrong again. Sure enough the same idiot installer showed up to my house and said the same thing again. Oh i didnt know this was over a fireplace. The same exact guy from last week. WHAT are yall doing?? 16 days and still no tv with 2 entire days wasted waiting on your clown installers to show up and not install my tv. Now he wants to charge me even more money.. I honestly cant beleive yall have this bad of customer service.
05-06-2021 11:09 AM
Thank you for the additional information, DarrickCf. I’d be happy to take a deeper look into the situation and go over our options. To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.
05-06-2021 01:20 PM - edited 05-06-2021 02:44 PM
Thank you for the additional information. Please know, my team moderates our Twitter, Facebook, Instagram, and Best Buy Forums social media platforms, and is not designed to respond to incoming posts in real time. If you wished to speak with someone directly, please call us at (888) BEST BUY or (888) 237-8289, or utilize the chat option available here. Once there, select the "chat" option located within the "help" button, or search the keyword “chat” from the search bar instead.
With that being said, I have received your private message, and will be reaching out to you there shortly.
05-07-2021 10:59 AM
Just a heads up to anyone reading this. Best Buy failed their second install after begging me to give them a second chance. They sent the same clown and he used the exact same lie he said the week prior when he was in my house. The customer service by best buy is horrible. Not only did they try to back track and lie again they even tried to place the blame on me. Today i finally was able to get my refund for the TV but they still charged me for this mount. After 17 days of best buy failing to do what they promised to do im out over $100, i have this mount with no tv, ive lost well over 20 hours talking to and waiting for customer service, and spent 2 days waiting for the install that never happened. Well done best buy. What a terrible company and everyone involved in this situation should be out of a job. But no one holds these people accountable. They can lie and run you over and no one gets in trouble for it. Shame.
05-07-2021 11:20 AM - edited 05-07-2021 11:22 AM
Thank you for the additional information, DarrickCf. While Best Buy may be unable to complete the installation at the chosen spot until the installation site has been modified to accommodate the service Agent's safety recommendations, I would be happy to assist with your TV mount return questions.
We want our customers to have plenty of opportunities to utilize the return and exchange options that work best for them, and that's why most items can be returned or exchanged within 15 days. For ship-to-home items, the first day of the Return & Exchange Promise window would be the date that the tracking information shows as the delivered date.
If you’re unable to return to a store, you have to option to return the items via a pre-paid return shipping label. I'd be happy to show you how to create one. You can find more information on how to do that here.