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New Member
Posts: 1
Registered: ‎11-19-2021

outrageously bad customer service

I ordered a washer and dryer in september. The washer was delivered in October. The delivery was supposed to arrive between 7am and 1pm. It did not arrive until 7pm- with no communication for 5 hours. When it came, they said they couldn't install it, because they were worried that the pipe may break. I was able to do it with a friend- no break in the pipe, but I paid for a haul away and they never took it. I was supposed to receive my dryer today. I called yesterday to make sure that they can haul away both the old washer and older dryer when the deliver and install the new dryer today. After an hour on the phone with someone who seemed to have a desparately slow system, I was told it was confirmed. I got texts this morning confirming the delivery. Then I received a call from the third party deliver person who said that they were at the Best Buy and the dryer was broken- a cracked glass door. They told me that I had to call customer service and there was nothing they could do. The first red flag and sign of incompetetance. When I got through- waiting nearly 20 minutes- to then have someone say they would have to transfer me. The second person seemed to absolutely have no idea what I was talking about and we went back and forth trying to understand each other while he told me "no problem" over and over again- which of course was the furthest thing from reality at this point. He told me that he could just have a new delivery guy come and get another one- "no problem". I said, "are you sure there is another one there- because I waited several months for this?", "yes, no problem.". He sets up a new set of hours for me to wait today - from 12-8pm. So, I am now trapped in the house since 7am this morning. I also ask him to confirm that they will take the old washer- he says he doesn't see that and he will transfer me. I then get disconnected by him- shocker! I call back five times and each time I put in my number to be put over to the delivery section - it disconnects!!! At this point- I say- screw it -it will come and I was show them that I already paid for both haul aways. Then- guess what? I get a text that says there is an issue with my delivery- it is now 3pm. Surprise- no inventory! They will get back to me when they get some! NO PROBLEM!! The absolute incompetance, lack of consideration and just plain communication is startling! I have yet to speak to a person who can actually be accountable. Each customer service person on the phone- has nothing of substance to say and is just hitting buttons. No one can tell me anything other than to not worry. What in the world does that even mean if I send you thousands of dollars and wait for my item to no avail? That is a lot to worry about! 

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Registered: ‎08-21-2017

Re: outrageously bad customer service

Good afternoon,

 

Thank you for taking the time to visit us here at our community forums. I know it's not easy to set time aside for an appointment so I can understand how frustrating it would be to be told different things only to not end up with all the appliances you purchased. I appreciate you taking the time to let us know about your experience so far and would be glad to see how I can help moving forward.

 

I'd like to begin by reviewing your order information and will need a bit more information to get started. Can you please send me a private message that includes your:

 

Full name

Email address

Phone number

Order number

 

You can send me a private message by clicking on the blue button at the bottom of this post. I'll keep an eye out for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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