09-05-2019 05:59 PM
How the mighty have fallen!
Best Buy was a top-3 brand for me for many years, but given my recent experience with them and their installation vendor(s), I’ve reached a point where I no longer want to do business with them.
In early July, my wife & I spent over $5000 on kitchen appliances. Everything was great, until it came time to install our appliances. Our first installation appointment took place 2 weeks after purchase and went terribly bad when the installers refused to install the new refrigerator because they were afraid the unit would be scratched due to incorrect measurements taken by a Best Buy contractor. I had to make modifications to our cabinets and install the refrigerator myself. During the same visit, the installers were unable to complete the installation of our gas cooktop because of a faulty part that connects to our gas line. Since Best Buy does not send its installers with extra parts, the installers were forced to return the faulty part and wait for a new one to be delivered before continuing the installation.
Given Best Buy’s inefficient internal processes and lack of control/influence over the installation schedules of its contracted installers, we had to wait 4 weeks for the next installation window. That appointment didn’t go well either, with us waiting for over 4 hours for an installer who never showed up.
The 3rd install appointment was 6 days later and wasn’t much better in terms of service. The installer showed up without the necessary part because Best Buy miscommunicated the install information, indicating an install for an electric cooktop (ours was gas).
The 4th installation was 3 days later and was off to a rocky start with the installer calling us 30 minutes before the installation window to tell us he’d be 6 hours late. I wasn’t expecting much when he showed up, but was happy when he finally managed the get the install done (9 weeks after purchase, 5 of which were spent without a functioning cooktop).
If the ordeal described above wasn’t enough to cause a throbbing headache, I had to spend countless hours on the phone, dealing with both Best Buy operators and different installer people. On one occasion, I was on hold for over an hour when trying to speak to a Best Buy representative. Add to that a rude agent I spoke to today when calling Best Buy’s complaint line, and you end up with a customer experience that led one of Best Buy’s biggest supporters to vow to never do business with the company (or its affiliates) ever again.
If only I could convert my Best Buy gift cards for use with Amazon.
09-09-2019 02:58 PM
Good afternoon, id408,
Welcome to our forums, and thank you for sharing your feedback with us. Purchasing appliances should be a fun and exciting experience, so it’s disappointing to hear your experience has been soured after your installation service.
From what you’ve described, this is far from the level of service we hope to provide our customers, and I apologize for the inconvenience these installation delays have undoubtedly caused.
We can’t hope to improve the level of service we’re able to provide our customers without feedback like yours, so I do appreciate you taking the time to call our attention to your installation. While it sounds like this experience has led you to question your future with Best Buy, I do hope you’ll consider shopping with us again, so we might better serve you in the future.