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Posts: 1
Registered: ‎10-17-2019

Formal Complaint

The dryer that I bought on October 2 was defective. The Geek Squad came to my house, found that it was defective and told me that I had to get it exchanged.  I called on Monday, October 14 to have someone come and swap it out.  The appointment was set for Wednesday, October 16.  I checked the status online and was told that it was cancelled.  No email telling me it was cancelled, no phone call.  I called back and spent 1.5 hours on the phone trying to find out the problem, and was told they did not know.  I re-scheduled the appointment for October 17.  Again, same thing: order cancelled with no reason.  I called back in and escalated it and was told that the reason my order schedule kept getting cancelled was because there was no work order being produced.  After waiting for another 45 minutes I was told the old order was being cancelled, a new one produced, and a new date for delivery scheduled.  However, when they tried to schedule the order, I was told there was a system error that would not let them select a date for delivery and that they would have to call me back.  I tiold them the last time (Wednesday) I was told I would get a call back they never did.  I was very angry and frustrated at this point and told the operator that if she did not call me back or get my appointment scheduled for tomorrow (October 18) that I was would be returning my product to the store for a refund.  At this point the operator got very angry at me, starting yelling at me for berating her (which I wasn't) and then hung up on me.
I don't believe I have ever in my life been treated so rudely and disrepsectfully. I am waiting to see if I can get this resolved, but I am certain this experience will keep me from ever purchasing from Best Buy ever again.  At the very least, the woman who yelled at me (Kristen?) should be fired.  

Posts: 403
Topics: 32
Kudos: 55
Solutions: 19
Registered: ‎07-23-2018

Re: Formal Complaint

Hello, MichaelDillon,


We appreciate you reaching out to us here on the Best Buy Forums, although this does not sound like the type of interaction we’d expect from our support teams. When a new appliance is not working as intended, it stands to reason an exchange might be necessary, and that process is typically pretty straight forward. I’m sorry to hear about the events that have taken place thus far. We’d certainly love the opportunity to look further into this, and ensure the interaction is properly documented for review. If you still require assistance with the dryer exchange, we can also guide you to those that can help with that.


To proceed, we will need to gather some information from you, which will best be done in private message for security. Next to my name below, you will see a darker blue button labeled, “Private Message.” Please include your full name, email address, and telephone number. If the order number for the exchange is available, please include that as well.


Kind regards,

Sarah|Social Media Specialist | Best Buy® Corporate
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