11-11-2019 09:07 AM
Today, I am reaching out to you as a disappointed Best Buy cardmember. On November 2, 2019, I purchased Whirlpool - 17.8 Cu. Ft. Refrigerator - White through BestBuy.com as a holiday gift for my brother in law. During my purchase process, I did provide a detailed request on the refrigerator's door handle to be reversed. It was the only reason to buy this product for me since its door is reversible. Today, the delivery crew showed up in the morning at 7:14 am CST and I reminded them kindly how I want the door handle installation. Delivery guy(Agent Jose) took an offensive approach and told me that, he got 16 more deliveries and if he takes his time to reverse the door, it will make him late to the other deliveries and other customers will be unhappy. It sounded me unfair because I was not happy either since he refused to reverse the door. I wanted to speak the BestBuy customer representative and connected via Agent Jose's phone. The lady on the phone listened to my concern and told me that since I purchased it online, nobody sees my order comments. I asked her why BestBuy gives an option during the checkout process for its customers to put comments regarding their orders if nobody sees it. She repeated her previous answer with an unprofessional tone of voice: "Sir, since you but it online nobody sees your comments regarding your order!". Then I told her that I want to discuss it with my brother in law briefly either he still wants to have it or not since he will be the one using it. While I was on the phone with my brother in law, I realized that the delivery crew started to pack up their stuff and headed to the door to leave. I hung up the phone, asked what's going on and he told me that the customer representative will call me shortly. The same customer representative who was very disrespectful to me earlier called me at 7:27 am(I have all the call records and can provide them if needed) said the crew has been on the site more than 20 minutes( which was literally 13 minutes) and I asked crew to leave the house since they will be late to next deliveries. The crew left the house without delivering and installing the door. So long story short, I paid over $900 to BestBuy for undelivered product and very disrespectful and unprofessional customer representative service. I will consider this disrespectful and unprofessional service in my future purchases.
11-13-2019 11:24 AM
Thank you for reaching out to us here on the Best Buy Forums, although I am very sorry to learn about what has transpired with the refrigerator delivery. In many homes, it is necessary for a refrigerator hinge to be on a specific side. Considering that is a service we provide when notated on a work order, I can understand why you’d be expecting this to be done during the delivery. When our customers find themselves in a position where they need to seek support, our representatives should be acting in a polite and professional manner, regardless of the situation they are dealing with. It stands to reason you’d need further assistance with the hinge reversal, and I wish things had gone much differently during your interaction over the phone. We’d love the opportunity to learn more about this, and see where we can go from here.
We will need to begin by gathering some information from you, which will best be done in private message. You will see a darker blue button to the far right of my name below labeled, “Private Message.” Please select that, and include your full name, email address, and telephone number. If the order number is available, be sure to add that to your correspondence as well.