11-03-2019 07:59 AM
BB customer and cardholder for more than almost 15 years....after this experience I will no longer be a customer and will be closing my BB card.
Scheduled delivery for a W&D on 10/31 for our new home. While the delivery was on time as others had noted the contractor that BB uses for install was at first rude and not friendly. I don't mean that they were on a tight schedule and being efficient, these guys at first were making every effort to not make this a smooth experience.
BB doesn't give you an option like HD to select a stacking kit as an add-on during the purchasing process - and this is an easy oversight as we were busy coordinating a move we forgot to add the kit.
First point of improvement - include this option to purchase in the cart upon check out.
Upon arrival, we were told this was needed to install. I offered to run to the store (less than ten minutes roundtrip) to pick up the kit which was ready and in stock as they were installing other appliances that day. We were told not to do this because they were on a tight schedule. Ok, so I get that, and don't want to hold up deliveries, but then that is where things broke down.
The install team left the house and sat in the truck while the day of delivery team reached out to us on the phone to say they couldn't deliver our fridge due to the size and manpower needed for that model given the layout of the home.
For almost thirty minutes, I had to engage with the day of the delivery team on the phone while they kept me on hold while communicating with the guys (sitting in the truck) to install. After repeatedly asking why a four-man team was needed to install a slimq counter depth fridge suddenly it dawned on both the rep on the phone and the guys that they had the wrong fridge tagged for install in our home. So, now we are to the point that the install will finally happen but only because I had to point out that they had the wrong fridge assigned to our order. We are told that someone would call in 20-min and set up next day delivery for the W&D from the DOD team.
The next day they come out to install the W&D - we have the kit - all should be good. Nope. The W&D is damaged with the knob completely off and dents in the back. And, we are also told that they cannot install the W&D with the drain pan? When we push further why they can't they simply say that it is a new washer and would never leak and have problems. What? No, I'm sorry the units are on the second floor of my home and some HO insurances require this and not even to mention condensation and mold potential. They basically didn't want to lift the unit up and tried to pressure us in just accepting it. And, this is a third-party vendor doing the install, so there is that risk.
But no, it's not over. We are told someone will call in 20-min. They never do. I have to follow up and call the lovely national call center number three hours later (wait time is 10-min to talk to someone) to be told there is nothing no one can do for up to two days until the unit "comes back" to the warehouse and is checked in. I ask why is that the day before they were able to call us the same day to arrange a next day install - long pause - by supervisor. She scrambles for her response and says finally that it was possible because the day of the delivery team was able to arrange, but they cannot because they are a national call center and offers us best buy gift cards.
I'm told to call back in 24 to 48 hours to check-in with them again for install...and that the agent would submit a note on our account and call us when she gets back in on Monday. So, basically their CSX is that instead of someone handling the issue they give a scripted line "there is nothing we can do for 24-48 hours until the product is checked back in" and your case is assigned one agent and their response time is contingent on when they are on duty instead of dealing with an escalation and troubleshooting it. Others in the forum too are experiencing this so it is not an isolated issue. Every time I have to engage with the national call center is it 20-30 minutes of my time.
And, to add to that I have to keep calling them to arrange a delivery for a product that was damaged. Clearly, the onus is on me, the customer, to keep this process moving forward because I am writing this today with no callback and maybe won't get a working W&D by mid next week and will have to spend more time and cost at the laundromat.
Never. Again. I won't be giving business to BB in the future.
11-04-2019 02:11 PM
Thanks for creating a profile and joining this great community! Welcome to the Best Buy Forums, although we do wish you joined under better circumstances.
That doesn’t sound anywhere near the ideal experience when ordering appliances to have installed, so I can certainly understand you seeking some support here. For instances such as this, we have a dedicated Geek Squad Client Care team in place. This team specializes in issues such as this, and they are equipped with all of the tools necessary to assist here. Please call this devoted team anytime from 8 a.m. to 11 p.m. CT, seven days a week at (800) 304-1259 to get this sorted out as quickly as possible.
11-04-2019 06:32 PM
Your response clearly shows the breakdown of CSX and CEX at BB. I have called that number and spoken to the team the were not helpful in providing a resolution to our escalation and were not equipped with the tools to provide a solution.
It's been more than 48 hours since the delivery of the damaged item and no one has contacted me to reschedule after advising that at first someone would call in 20-minutes after delivery to reschedule, which they did not. Second, I spoke to the team you mentioned and they advised someone would contact us 24-48 hours later, which they have not.
I am not out of pocket $45 to start on laundry service and more than 3 hours of my time to repeatedly have to contact your team on this board or through calls to get updates.
Someone needs to reach out to me to reschedule, set a priority delivery, and make a resolution to this issue by tomorrow.
11-04-2019 06:36 PM
Thanks, Ken...I see your experience was even worse than ours! Hopefully, you can get a resolution soon but it seems like it takes a lot of effort on our part to make that happen!
11-06-2019 07:20 AM
Not even remotely acceptable. My most recent hassle - atop all the others - is that I was told emphatically that I would get credit for my dishwasher install that I wound up doing myself. Instead, it seems to have been flagged as completed but without a credit.
I appreciate that BB gives a forum to voice concerns but I would appreciate it more if I got something less than the scripted responses with all that "I feel your pain" and "I certainly understand..." lingo, followed by references to a toll free number where the wait times are always incredibly long. The intention is good (maybe) but if anybody spends more than a few minutes browsing the forum the pattern appears very quickly and it really only adds to ones level of frustration to see so many folks with similarly bad experiences get such inadequate response.
I did get assigned to a handler but they called me while I was at work and they were unavailable upon callback. It just drags on and on.
At this point I have self-resolved most of my concerns with one item remaining. We'll see if they come thru on that or not.
Best of luck!