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New Member
Posts: 6
Registered: ‎10-10-2018

Terrible customer service; no show on delivery

On Sat 10/6 I purchase a wall oven and dishwasher in store.  When the salesperson was setting up the delivery and installation date, I indicated I was not in a hurry and that I preferred a Tues or Thurs for job reasons, after 10/16.  Ultimately, the salesperson was having trouble with scheduling and indicated I should call Monday to set it up. On Sun 10/7 I received 2 emails; the first confirming delivery on 10/24, and the second confirming delivery on 10/10 (both Weds).  I also received a voicemail confirming that they were forcing the delivery date to 10/10 to meet my request (what?!).  I called the store I purchased the items at 3 times on Mon 10/8 to find out which date was operative and was told 10/10.  I received a automated call in the afternoon confirming the 10/10 date and a delivery window of 7am - 1pm (6 hours?).  The store told me I would receive a call with a 2 hour window that evening.  I did not.  Next day around 9:30 I had a sinking feeling so I called the delivery agent and you guessed it, I was told my appliances had not been checked out for a pick up so essentially it appeared order had never been completed.  But I was told that it could stil be on because forced dates are different, so "wait for a call".  It never came.  At 1pm at the conclusion of the delivery window, I went down to my store to speak with the manager.  In coordination with the admin in the Appliance Department, the manager found out that my wall oven is back ordered so it could not have been delivered.  My dishwasher was in stock and initailly ordered but then a notice on file indicated "reschedule".  After making notes in the systems and generating an email to my "delivery rep" at corporate, the admin told me that I would receive a call within an hour to reschedule and the manager assured me their priority was making this right.  It's been 3 hours and the buisness day is almost done, and no call.  I had to find someone to drive my son to school at 7am so I won't miss the delivery window.  I lost $400 in net income today  taking the day off and what makes this even more frustrating is that not only was I not in a hurry, did not want a delivery date before 10/16, and did not want a delivery on Wednesary , but I attempted in half a dozen phone calls to confirm this date and at every turn I was told the date was valid.  And, this isn't over.  I'll tell you what, an apology and a $75 gift card isn't going to cut it.  What happened to great customer service and reliability.  Best Buy you are sorely missing the mark and I'm not here for it.

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Posts: 2,300
Topics: 31
Kudos: 107
Solutions: 123
Registered: ‎10-19-2017

Re: Terrible customer service; no show on delivery

Hello SFavorito,

 

Welcome and thank you for posting on the forums!

 

I truly appreciate you being a loyal customer and choosing us to purchase your new kitchen appliances from us. Home delivery and install is meant to go smoothly and professionally, and most of all timely. I would be as upset if this were to happen to me. I am here to help where I can and look into this further for you.

 

Please, send me a private message by using the link in my signature below this post with some order details. Send me your Customer Service PIN off your receipt or order number, full name, phone number, and e-mail connected to your BestBuy.com account. To send me a private message, log into the forum and select the blue button found in my signature. I look forward to hearing from you.

 

Sincerely,

Deysha|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎10-10-2018

Re: Terrible customer service; no show on delivery

i wasn’t wrong when I said it wasn’t over in my post above. Today was the date of my rescheduled delivery and installation date. After the no show on 10/10, I took it as a good sign that my 6 hour window was narrowed down to 2 hours the after before delivery. Not only did I get a call but I received an email as well. Right before the 2 hour mark I got a call saying the driver was as running 30 minutes behind. Ok, I thought, at least someone is coming. Time crunches can happen, I get it. Sure enough 30 minutes later they arrived. I walked th guy into my kitchen to show him the where the oven and dishwasher were being replaced. He said “okay, but where do you want us to put the new appliances? Weird, I thought and I replied “they should be installed where the old appliances are”. To which he said “Your order is for delivery only”. What?! I show him my receipt. A phone l is made to his office, he hands me the phone and m told there was a mistake and the install was not scheduled and the guys at my house can only deliver. I’m to call my store who will schedule the install. I can’t believe this. I’ve now lost more income for missed time. My father-in-law has been sitting at my house for 2 1/2 hours in case there are any issues with the fit of the oven. And now I have to ask my boss for more time off. I’m loosing it here.
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Posts: 2,300
Topics: 31
Kudos: 107
Solutions: 123
Registered: ‎10-19-2017

Re: Terrible customer service; no show on delivery

I appreciate your update SFavorito! I have responded to your private message. You can find it when logged in, by clicking on the small orange envelope at the top right corner of your screen.

 

Regards,

Deysha|Social Media Specialist | Best Buy® Corporate
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Posts: 6
Registered: ‎10-10-2018

Re: Terrible customer service; no show on delivery

Deysha there is no orange envelope at the top
If my screen.
Sfavorito
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New Member
Posts: 6
Registered: ‎10-10-2018

Re: Terrible customer service; no show on delivery

The saga continues. Installers came out and when they unboxed my dishwasher it was damaged; crushed by a forklift. Tomorrow is my appointment for the swap for another unit. 4th appointment and 4th time asking my boss for time off. Only bright spot has been the install team which was great.
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Posts: 6,972
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Registered: ‎11-30-2015

Re: Terrible customer service; no show on delivery

Hello SFavorito,

 

Thanks for sharing an update to your experience. I’m sorry to hear that your dishwasher arrived damaged today, and you needed to set up another appointment for this all. We appreciate that you’re keeping us in the loop on this matter.

 

Can you please try to check your private messages? Deysha did send you one. You’re welcome to check them by ensuring you’re logged into your forum profile, and selecting the orange envelope in the top right-hand corner. This should be available above the search box.

 

Kindly,

Mariah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 6
Registered: ‎10-10-2018

Re: Terrible customer service; no show on delivery

I just realized that you cannot see the orange envelope which represents a response when your in mobile view. You have to be in full view. I found Deysha’s message from Oct 17 and here only message to me. It read:

 

I have reached out to our internal support team regarding this for you. I am waiting on a response, which means, they will reach out to you or me. Once they do, please let me know, and as soon as I hear anything, I’ll let you know. I appreciate your time and patience.

 

How was this helpful?

 

 

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New Member
Posts: 6
Registered: ‎10-10-2018

Re: Terrible customer service; no show on delivery

My appointment today was cancelled two hours before my delivery window. I received a call from Best Buy indicating that the delivery team had arrived at the warehouse and there was nothing for them to pick up. I don’t know if this means that the dishwasher wasn’t in stock or no one had requisitioned an order for one. I’m guessing it was the later because my first appointment when they didn’t show it was because there were no items scheduled for pick up and guess what, the same person handled the scheduling of this appointment.

 

if this situation wasn’t causing me to lose wages and aggravating my boss, it might be comical.

 

 

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Posts: 6,972
Topics: 140
Kudos: 312
Solutions: 322
Registered: ‎11-30-2015

Re: Terrible customer service; no show on delivery

Good Morning SFavorito,

 

Thank you for confirming that you were able to locate Deysha’s private message. I understand that it may not been too detailed or exciting, but I wanted to make sure you had the opportunity to read it. I shared your concerns with your Geek Squad Client Care case manager. She’d be best positioned to continue to assist you on this matter. She should be reaching out to you soon on this matter.

 

Respectfully,

Mariah|Social Media Specialist | Best Buy® Corporate
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