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New Member
Posts: 6
Registered: ‎08-24-2019

Poor Customer Service

Purchased a 3500.00 Refrigerator on 8/9/19. Decided to purchase from Best Buy because I was able to get delivery the next day 8/10/19 between 11am-1pm. Put all my food in coolers. At 1030am on the delivery day got a call from Best Buy and was told that the truck broke down and we would not be getting our Refirgerator. We were instructed to call the 1-800 number to reschedule. I called the number and waited 3 HOURS!! I hung up and went to Home Depot, Found the exact refrigerator on sale for 2999. 

Called the Best Buy 1-800- number to cancel my order and watied 2.5 hours to talk to a live person. I was told by empolyee "Jay" that if I brought my reciept into the store they would price match and if I kept my order with Best Buy they would compensate me for my inconvience. I asked how much compensation I could expect and he said with a purchase this big I could expect 10%. I decided to set up my delivery and he said once the refrigerator was delivered to call the 1-800 number and they would give me a gift card. He said he would also put a note in my file so when I called back all would know what we discussed. I drove up to the Best Buy and brought my price comparison and they adjusted my bill to 2999.00. 

On 8/17/19 I called the 1-800 number to tell them that my appliance was delivered and I wanted my compensation. I am expecting 10% (300.00) as was discussed with Jay. I talked with a female Customer Representative and she could offered me 100.00. I told her about my discussion with Jay. She said she would have him call me. Today is 8/24 and I have not recieved a call back from anyone. 

Today 8/24 I called the 1 800 number and the women told me they only can offer me 25.00 in a gift card! I explained my situation and gave her my history. She talked to someone higher up and came back with 100.00 offer. 

I called the Maple grove MN store and talked to Nate and told him I wanted to return the appliance as I am so frusted with the poor service I have recieved from Best Buy. He said he was going to talk to someone and get back to me. He called me back at 515pm and said he escalated my concern and I would be recieving a call back in a few minutes. At 730pm I still had not recieved a call back so I called the Maple Grove store again and asked for Nate. The women said Nate had gone home for the evening. She reassured me that if he escalated my concern they would get back to me and they would take care of things but it probably would not be tonight.

I am beyond frustrated. I am not sure if this company is poorly run or if the employees are told to lie to customers just to make a sale.

I wish I would have cancelled my order and gone with someone else!! Terrible service!!

 

Posts: 1,298
Topics: 14
Kudos: 129
Solutions: 79
Registered: ‎10-03-2017

Re: Poor Customer Service

Hello, msr068,

 

This certainly sounds like a less-than-stellar shopping experience and I do apologize for the inconvenience. We aim to keep our scheduled times as often as possible but in certain scenarios this may not be possible. Nonetheless, I'd love to look into this further and see if there's any way we can help. So that we can get the ball rolling, I ask that you send us a private message with your full name, email address, phone number, and order number. We'll see what we can do from there!

 

Best,

Dave|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎08-24-2019

Re: Poor Customer Service

I sent a private message with my contact information yesterday still have not heard anything back.

Posts: 3,227
Topics: 25
Kudos: 335
Solutions: 192
Registered: ‎11-29-2016

Re: Poor Customer Service

Welcome back, msr068,

 

Dave is out of the office at the moment, so I replied to your message to him in his absence.  It looks like the message I sent you is unread at the moment, and I’ll be following up with my previous message as well.  To read my messages, you’ll need to be logged into your Support Forum account, and click on the orange envelope in the upper right-hand corner of your screen.

 

Speak to you shortly,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎08-24-2019

Re: Poor Customer Service

Did not recieve any support form the number you gave me. They can;t find a record of the person "Jay" that put a note in my file stating that if I kept my order with Best Buy rather than cancel before deilvery that I would recieve a 10% compensation. I would like to return my applicance but now I am out of the 15 day window so cant .I dont like being lied to!! This is the last purchase I will make from best buy!!!!!I am very dissapointed in your service and lack of trying  and make this right.

As I read in your forums and Blogs many people have had the same bad experience as I have.

I have been on the phone countless times with customer service and the store and told I would recieve a call back. Never got 1 return call. This is terrible service.

Posts: 3,227
Topics: 25
Kudos: 335
Solutions: 192
Registered: ‎11-29-2016

Re: Poor Customer Service

Hello, msr068,

 

As mentioned in my message, our Geek Squad Client Care team is best equipped to address any concerns our customers have with their appliance delivery issues.  While I can’t speak to any previous conversations you’ve had with this team, we’ll be unable to offer any alternate resolutions beyond what you’ve been offered previously.

 

If you’ve still not received a return call from the escalation that was submitted on your behalf at the Maple Grove, MN store, I recommend contacting the Geek Squad Client Care team at 1-800-304-1259.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎08-24-2019

Re: Poor Customer Service

At this point I have no options. Can't return the appliance becasue it is past the 15 day window even though I have tried to get this resolved since August 10. Promised 10% compensation for my troubles. Promised return phone calls from escallation team, customer service several times. None have happened. 

Should have cancelled the order from the begining. But now I know better and  will never make another purchase from Best Buy!!

New Member
Posts: 6
Registered: ‎08-24-2019

Re: Poor Customer Service

I did call the Geek Squad number and hit a dead end there too