06-09-2019 05:02 PM
We placed the order for a Samsung refrigerator, a Samsung washer and a Samsung dryer around April 2019.
There have been 2 attempts at delivery and BestBuy/GeekSquad have managed to mess the order up both 2 times - wasting a ton of my time. I even took the day off both days to ensure things go right but still there were mistakes done by BestBuy/GeekSquad that resulted in failure 2 times in a row for the same products I ordered from a BestBuy retail store. Delivery was first set for May 27th, 2019.
At the 1st attempt, the delivery was late for 3+ hours and the product was damaged at delivery. We had told the sales that all 3 appliances would need to be carried to 2nd/3rd floor. However, when the delivery guy arrived, he refused to deliver the refrigerator saying they need a 3rd person to help with the delivery. Talked to BestBuy about this and they kept passing the buck, not taking any responsibilities. After making multiple calls and even went to talk to a store manager at a BestBuy store, they were not apologetic and told me they will call and reschedule. When Abery, the BestBuy case manager, called, I emphasized multiple times that the appliances would be installed on the 2nd/3rd floor and we would need a 3-man team. He did confirm and guarantee there would be enough people to finish the delivery.
At the 2nd attempt, on June 7th, 2019, the delivery guys arrived late again without any explanation. There were again only 2 delivery guys and they refused the deliver the appliance to the 2nd floor for the same reason, saying they need a 3rd person to help. We called Abery more than 5 times but all got hanged up without any response. We then talked to another BestBuy case manager, Rachel Alonso. She did confirm that there is a note in our account requesting a 3-man team for delivery. She did not know why this happened and refused to take the responsibilities. She did not try to help resolve this issue but kept pushing us either to refuse the whole deliver or drop the appliances and reschedule the installation. We asked Rachel what they are going to do to prevent this from happening again, but she said there’s nothing she could do and she could not guarantee us anything. We requested to talk to her supervisor and escalate our case. She said she’s the supervisor/case manager and there’s no one above her that we can talk to. Additionally, she promised to call us the next day to reschedule the delivery. We waited the whole day and did not receive any communication from BestBuy.
THIS LEAD TO UTTER CHAOS AND FRUSTRATION DUE TO MISTAKES MADE BY BESTBUY!!! THIS WAS BY FAR THE WORST SHOPPING, CUSTOMER SERVICE, DELIVERY AND INSTALLATION EXPERIENCE I HAVE EVER HAD IN MY ENTIRE LIFE. BESTBUY IS EXTREMELY DISORGANIZED AND UNPROFESSIONAL, THEY REFUSED TO CORRECT THEIR MISTAKES.
I will not buy any further appliances from BestBuy nor recommend anyone to shop at BestBuy as a result of this.
06-15-2019 11:40 AM
Thank you for sharing your experience here with us on the Best Buy forums!
We greatly appreciate you taking the time to share your feedback with us so that we may improve our processes and make the necessary improvements.
I'd be happy to look into this situation for you and see what we may be able to do to resolve the issues you experienced.
Please send us a private message using the button to the right of my signature below.
I will need your full name, phone number, and email address in order to begin researching this situation.