11-02-2019 09:35 AM
Recently, I have had some of the absolute worst consumer experiences I have ever had - not just from Best Buy but from any retailer.
We were in need of new appliances ASAP. I shopped and researched items for hours both in store and online from Best Buy and competitors. I decided to go with Best Buy for two reasons. First, and most importantly, I have been a loyal customer a very long time. The other reason is, becuase we needed the appliances ASAP, I was thrilled to see at Best Buy how many appliances were displayed as "avalaible as soon as mm/dd/yyyy".
I ordered up a full suite of kitchen appliances - refregerator, dishwasher, range and microwave. The web site did not seem to allow me to select delivery dates until AFTER the order was completed and paid. At that time I learned the availability date was much later than the "early as" date. That did not work for us, so I called customer service and cancelled the order to try elsewhere.
After that effort failed I resigned myself to later delivery and returned to the Best Buy site to place the order once more. Interestingly, this time around the delivery dates were much sooner.
I also ordered delivery but also installation and haulaway on all appliances and, for the refreigerator, I paid for relocation.
Upon the next delivery, two guys showed up. They started out with an attitude. OK. No matter, they got right to it. However, they refused to relocate the old fridge to the basement as requested and even though I paid for that option. As they were installing the new fridge, I hauled the basement fridge out by myself. So the fee I paid for that effort was a joke!
Upon removing the old dishwasher they noticed we were missing a special junction box required for Bosch installs. So that stopped dead in its tracks. I asked them to return the old dishwasher to its place and they did that. I specifically asked if it was all hooked up and would function as before and was assured it would.
Regarding the new refrigerator, I had paid for the new water line installation and stainless steel line. When they asked to see the basement they said no way could they take that job on, so another installation was left incomplete. They said I was scheduled for a "proper" installation several days later.
So, they took away my old fridge - the one I hauled up from the basement alone. The replaced fridge was set inside my garage for me to worry about how to relocate to the basement.
They took the old range and microwave. At my request they left the dishwasher. We had a working dishwasher and wanted to still have a working dishwasher until the new installation happens.
Later that evening when we used it, the previously working dishwasher would not drain.
Several calls later I am getting zero cooperation. I am in the same queue as before with all the added delay. They broke something and refuse to treat it as anything but ordinary. So I guess this must be ordinary and usual for them?
After over twenty years as a Best Buy customer I am ready to call it quits. I certainly could never recommend them to friends or family for appliances, deliveries or installation!
11-03-2019 09:08 AM
The plot thickens...
I was informed by Best Buy that I could get my installation on Monday if I were to pick up the required junction box for the Bosch dishwasher install at their local warehouse. It took about 30 minutes from the time I arrived until I was able to leave with the part in hand. Not counting the one hour round trip. I had anticipated our old dishwasher would be working and, of course, it was not. So I tried to get BB to expedite a repair. They would not.
After trying unsucessfully to get a commitment from Best Buy to expedite resolution of this situation (a non-working dishwasher following their visit), I finally caved and dived into this in self-service mode. Upon removing the old dishwasher in prep for installing the new Bosch unit, I was amazed to find dry, clean paper towel stuffed into the end of the drain hose where it was attached to the garbage disposal under the sink. Apparently, when they disconnected the unit in the earlier effort, they plugged the hose to avoid spillage. It would seem they neglected to unplug it when reattaching the drain hose.
By now I was kind of weary of this whole process and went forward with the installtion on my own. I am not a handyman type so it took me probably 2x as long as the average DIY homeowner. I lost the best part of my Saturday and left some other things undone to wrap this up but the new dishwasher is now installed and working as it should.
I contacted Best Buy to ask they provide a credit on the installation fees and they did so.
What remains in order to bring this to conclusion are:
We will see.
As Christmas approaches this experience will make me think very carefully about Best Buy purchases. In the past I was pretty much on auto-pilot for shopping BB at this time of year. Those days are over. It will be very hard to forget this negative consumer experience.
11-03-2019 05:18 PM
Welcome to the Best Buy Forums. We appreciate you joining our online community, especially after being a loyal customer for so many years. New appliances are certainly something to look forward to, and I wish things had gone much differently with your order. There are scopes of work that our teams are required to work within, and you can find more specific information on that here.
As it stands, I realize you still require support, although I’m glad to hear there has already been a credit applied for the installation that you’ve completed. Our Geek Squad Client Care team will have the resources to resolve things with you, and they have a dedicated line you can call seven days a week. Please contact them at (800) 304-1259, where an Agent can further assist. We did receive your private message, and I will be replying there to ensure you receive this information.
11-04-2019 08:57 AM
Um. That phone number is of little use to me. I have a job and I am trying to work. Nevertheless, I have called that number a total of three times so far without any luck. The first time I was told "we are experiencing higher than normal call volume" and the wait time would be 5 minutes. About 15 minuts later the call just disappeared. I called again and was told the wait would be 15 minutes. The call dropped some time later. I am still waiting for the 3rd time, again told the wait would be 15 minutes and yet I have been on hold over 30 minutes so far, listening to the same Christmas jingle over and over and over.
11-04-2019 10:32 AM
I just learned the old dishwasher was picked up this morning. However, when going online to check status I found that contrary to what I had been told (yesterday?) the dishwasher installation fees were NOT refunded. So I have still been charged for the installation that I wound up doing myself.
I am seeing other messages here that give pause to having the regrigerator line installation performed.
It has been humbling to discuss this situation with friends and colleagues. They are all astounded and I am sure none of them will ever buy appliances at Best Buy.
One only needs to browse this forum a short while to see why.
11-04-2019 10:51 AM
Hello again, KenSeabolt.
Thanks for the updates, although I am sorry to learn you’ve had a hard time connecting with the Geek Squad Client Care team. We’d be glad to get your information over to them, in effort to see what can be done to get things resolved. When you have the time, please reply to our response in private message. We will need your full name, email address, and telephone number. If your order number is available, be sure to include that as well.
11-10-2019 10:01 AM
I never did speak to a Geek Squad person. They tried once to call be while I was in a meeting at work and said they would try again the next day or I could try to call back. I tried twice with no luck and never received a call back. That was at least 3 business days ago.
11-10-2019 01:38 PM
11-11-2019 09:35 AM
Yes. I was given a name and a time to call. I tried once during the prescribed time, asked for the individual by name and was he was not available. I tiried again when it was convemnient for me (heaven forbid) and no luck with that approach, either.
The individual had also stated they would try again and they never did.
Now I am looking at a return of the range. the glass cooktop already has hortrible scuffs that we cannot get out after limited use for only one week.
We have followed directions for cleaning and use and it just seems to be poor quality destined to look awful over time.
I am not entirely thrilled to be stepping back into the water with Best Buy support on that.