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New Member
Posts: 4
Registered: ‎01-16-2020

Horrible Experience

Ordered washer dryer stacking kit and accessories- over $2,300
Order placed 12/17/19
Delivery scheduled for 1/3/20 due to awaiting shipment of dryer
Called from service to say dryers never came in and they would notify when they are in to reschedule- this was 1/2/20 night before I was expecting it
Got email saying dryer is in stock and schedule appointment- this was 1/10/20
Scheduled delivery and install for 1/17/20 - got confirmation on 1/10/20
Received email rescheduling appointment for 1/21/20 - got this on 12/13/20
Called customer service to ask why my appointment was changed when I had confirmation for 1/17/20 delivery. Could not explain why it changed and when I asked them to put it back to 1/17 slot they said not available. Said to try calling local store to see if they can arrange delivery. I asked if they contact local store - was told no they don’t listen to us. Called local store and waited on hold for 20 minutes. Finally spoke to someone and briefly described issue. They put me on hold and transferred call. Call was transferred back to customer service. After going through all the issues again rep said she was able to get the appointment scheduled again for 1/17 date and confirmed all items would be delivered and installed. This was on 1/13/20
Got one email confirming delivery for half order for 1/17 7:30-9:30am and one email saying to reschedule dryer half of order. This was 1/16/20 about 6pm.
Called customer service again and they said dryer must not have been in inventory when they went to pull for order. Went through whole previous ordeal. Dryer is back ordered and won’t be available until after 2/1/20 - over a month and a half since original order. Told all they can do is try to speak to warehouse and vendor to understand issue more. Asked how long this takes for a response - usually 48hrs. They will only deliver washer half of order. This was 1/16/20 at 7:15pm
Requested cancel of entire order and confirmation of order cancellation on 1/16/20 at 7:15pm.
Still no order cancel or confirmation of cancellation now - 1/16/20 at 9:35pm

Such a horrible and disappointing experience! Disgusted with lack of accountability, understanding or potential resolutions.
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New Member
Posts: 4
Registered: ‎01-16-2020

Re: Horrible Experience

Now I am still getting calls about delivery and issues with the truck. Called and they never entered it for cancellation. Won’t be able to cancel the order until tomorrow. So I have to wait even longer to ensure I am done with this. On top of this there is a similar washer dryer available as early as Sunday but in a different color and this was never offered as a possible solution.
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New Member
Posts: 4
Registered: ‎01-16-2020

Re: Horrible Experience

In addition I emailed corporate - here is the result from corporate:
As an update to this matter, I was contacted by Dwayne on behalf of corporate in response to my initial email to corporate. I was told nothing could be done until the order returned to the warehouse which is understandable. When I asked why the model in the alternate color that was available immediately was not offered as a solution, Dwayne did not have an explanation to this, other than that it should have been suggested. He said once order returned we could modify it by changing the model of washer and dryer.
I asked from a customer service point of view, why should I modify the order and trust for the new models to be delivered and installed, based on the issues experienced when I could go to Home Depot or PC Richard. He said following a modified order he can see what could be done but they don’t compensate for lost wages, etc. That was not what I was asking at all and wouldn’t expect from a company. While I was asking why I should remain a customer, he made it seem as if I was only interested in compensation for being inconvenienced. This was not the case, my initial reason for making corporate aware of this matter is that often executives are not aware of customer experiences and issues at a ground level. It was not a receptive understanding of the problem or concern.
However, the order returned approximately 7:30om EST. I could not modify the order online myself. I called and left message for Dwayne. I also initiated chat. On chat, they cancelled out order of washer and dryer but because initial order utilized gift cards as part of payment they said a whole new order had to be placed. I requested they try to contact Dwayne as I believed he was familiar with order and issues. They got in contact with Dwayne and claimed that I was the one who wanted to create a new order.
Dwayne called me while I was on with chat. I clarified that I did not want a new order but to modify it as he instructed. He said he didn’t know the original order was placed using gift cards and therefore the order can’t be modified. He was impatient and seemed annoyed and said well then the order can’t be modified and I just have to place new order.
I would think if someone is contacting me as a representative of corporate offices, they would have fully investigated not only the issues, but also familiarized themself with the order details. If this is corporate’s response to a customer issue it is a very poor representation, and yet again Best Buy now. not only at a ground level but also at an executive level, has been less than receptive to feedback from a customer receiving subpar service.
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Posts: 6,864
Topics: 109
Kudos: 574
Solutions: 383
Registered: ‎12-23-2016

Re: Horrible Experience

Hello, Joan211,

 

Thanks very much for joining the Best Buy Community forums. I appreciate you taking the time to reach out about this. I'm sorry about all of the issues you've had with your appliance order, from delays to appointment confusion and the item not being availability.

 

Based on your post, it sounds like Dwayne is a part of our Geek Squad Client Care team. That team is set up specifically to help out with appliance orders like this. I'm sorry that he wasn't able to find you a good solution here, and that he missed the issue with the gift cards.

 

Still, he will be best positioned to assist you going forward. I encourage you to reach back out to him by phone if you need further assistance.

 

Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
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