07-03-2019 12:20 AM
I placed an order over 5 weeks ago for delivery of refrigerator, washer and dryer. with 4 missed appointments [wasted time offs from work], I have a broken washer [arrived broken and the replacement machine also came broken ] and no dryer at all. WORST ever expereince i encountered.
Timeline of events and issues -
6/17 - Appointment for all 3 items. Arrived several hours late and installed refrigerator [and also damaged the door]. The top washer was making weird noise and they said I can continue using the bottom washer for now and replacement will be scheduled. Dryer never came.
Spoke to an agent who said they can get dryer in two days, washer 3rd day. Since I preferred both on the same day, next appointment was set on 6/24
6/25 - after waiting the full appointment window, somebody called and says, they cant deliver and needs to be rescheduled. Reschedule set for 6/26
6/26 - again after waiting full appointment window, somebody calls and says dryer is not available. It is somewhere in between Houston and Austin. They dont know if they can deliver it anytime soon. Spoke to some agent and her manager who advised me to go to store and try. Also, she will consider all teh hassle and offer some gift card once evrything is sorted. She said this is an escalation. Washer didnt come at all.
6/26 - went to store and after checking everything he suggested that he can reschedule both appointments but dryer appointment to be set later for it to have sufficicent time to arrive from Dallas. [Whatever happend to the one coming from Houston??]. Washer appointment set for 6/28 and dryer for 7/2. Store person also says it is already an escalation and case manager will contact me and handle this.
6/28 - Washer came promptly on appointmet time [hurry!!]. When they opened the washer, it was as if finished a rough nascar racing. The entire left side was dented and fully damaged. Delivery person asked me to refuse the delivery and an agent confirmed on phone and said they need to reschedule.
7/1 - some weird agent calls to confirm dryer appointment but had no clue of the order. talking all incorrect information. Appeared to be a fresh trainee. Confirmed that i received email and text for the appointment and said everything is set.
7/2 - no one shows up at appointment time and to top it off no calls. Another wasted time off. remember this is my 5th Appointment for the same order. I tried calling support number in the afternoon which advised me that wait time is 1 hour 59 minutes. I couldnt wait. Finally late in the night around 11PM, after waiting for over an hour I caught hold off somebody on phone. He listened to whole story and says he needs to get hold of a manger and asked me to hold for 2 minutes. 10 minutes later call gets transferred to another agent [NOT manager and had no clue of my situation and was near the end of his shift].
Finally he says, there is a case manager assigned [who never contacted me for more than a week]. He needs to speak to him and also since his shift is ending he cant set up an appointment. He will speak to case manager tomorrow and call me back.
I have no clue what these guys are doing and need somebody who knows stuff to deal with it and close it.
07-10-2019 03:32 PM
Hi there, User890482!
Thank you for taking the time to let us know what happened with your delivery. Since reaching out to us, has this been resolved?
07-10-2019 10:16 PM
After days somebody at BBY atleast showing some coutesy. Thank you!!
The problem is still unresolved.
The story continues
7/3 No news from the case manager. Called local BBY store and the people there are very nice. They chased the case manager down and finally he calls. Offers to setup another appointment for the washer and dryer. Though I heard different information on the dryer availability, he offers to set it up. At this time my confidence with BBY delivering that specifc model of the dryer is gone and I asked for a replacement equivalent dryer. After discussion, he agrees to waive off teh small difference but needed my credit card to charge the new dryer and I will get the return processed on the old order. New appointment setup for washer replacement and new dryer on 7/6. Case manager offers to call me on that day post delivery to make sure everything is taken care of.
7/6 this time dryer came ok [except BBY sent the rubber hose while they charged me for stainless steel] and gets installed. Replacement washer again came damaged [Samsung - are you listening??]. Somebody from delivery team spoke to me and said they will reschedule the appointment. No news / call from case manager despite the promise to call me
7/8 no updates from anybody. Called case manager and was told that his sttaus is away for 3 hours. They would leave a note and he will call back
7/8 and 7/9 - no updates from case manager
7/10 - Called the geek squad again trying to chase the case manager. Look at the situation - after paying for the applicance, I need to chase these guys for every progress to be made. Told that he is not available and they can take a message. At this time, my patience is off the roof. I asked to speak to his manager. Finally shift supervisor comes and says case manager is not coming to office and I should have asked for reschedule!!! She was trying to blame me for not asking for right question. She had to hear earful from me. Finally she says the washer status hasnt been updated by warehouse. Until they update she cant reschedule. I have no idea what tehy updated after confirming that the washer was received damaged on 7/6. Also, at this time my credit card was charged additionally $70 for the dryer replacement which should not have been charged.
Supervisor says she will get a new case manager assigned, contact warehouse to update the status and new case manager will deal with the washer appointment and the issue with the credit card charge. She promised me that I will get a call back from the new case manager in 1 hour. That was at 10:30AM Central. Its 10:14PM Central - nearly 12 hours later I am typing this history that noone called me back.
AT this time I have no confidence in BBY delivering the washer in the right shape and I am looking for replacement washer. At the same time I am researching to file consumer complaint with office of attorney general.
07-11-2019 09:58 AM
I certainly want to look into this and see what I may be able to do to assist. Please send me a Private Message using the link in my signature and provide the full name, phone number, and email address on the order. With that information, I'll be able to look into this for you.
All the best,