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Report: #1499749

Complaint Review: Best Buy Online Appliance -

  • Submitted:
  • Updated:
  • Reported By: Robert — apex United States
  • Best Buy Online Appliance United States

Best Buy Online Appliance Best Buy Best Buy Online Appliance Horrible Customer Service

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I purchased a new washer and dryer from Best Buy and you would not believe what we went through to get it installed.

45 days ago we visited a store in Cary, NC during covid.  We were stopped at the front and the lady said she would check us in.  The computers were having issues and she kept us there for 20 minutes trying to figure out how to schedule the visit with the appliance department.  The line at the store after 5 minutes was out the door since the new policy is to check everyone in unless you are just browsing.

After 20 minutes (almost in tears) the Best Buy woman said go ahead and go to appliances.  We did.  A very helpful gentleman found us a washer and dryer but when he tried to place the order the computers were down again.  We had to leave without a washer and dryer but decided to order at Best Buy online..... AND THAT begins the large mistake of my life with any retailer.

Best Buy Cancellation #1

We ordered a washer and dryer online and the delivery was set for 3 weeks out.  The day before the delivery Best Buy called to cancel since they did not have all the parts.

Round 2 -- 45 days after the purchase

Best Buy set two different appointments.  A delivery and an install/pickup the old washer and dryer.  The first delivery went perfect.  All the pieces were delivered on time and the Geek Squad put the washer and dryer in the garage.

The next day was the install / remove the old washer and dryer.  We waited for 5 hours which is the window for the delivery.

Call #1 to Dispatcher (1pm):

We are sorry for delay but our computers show the delivery is still being made.  I can't track him but he must be on his way.

Call #2 to Dispatcher (3pm):

He should be on his way at any time.  Let me check.  Oh he finished his deliveries today and skipped your house since we show the items have not arrived yet.

I told the dispatcher that he items were here at the house and after an additional 2 HOURS of waiting on the dispatcher and her manager Jean employee number xxxxxxwe were told they would have to reschedule and it would be another 5 days.

I told them this was the 3rd screw up and the 2nd missed appointment.  Why can't they squeeze me in or have the installer come early the next morning or late the next day?  Jean employee number xxxxxxbecame rude and said he did not have that power and I could either schedule a pickup of the washer and dryer and wait an additional 5 days for a credit or wait for 5 days for an install.  Basically he wasn't willing to do anything other than what was easier for him.

About an hour later a local dispatcher named "Joy" called.  I assume local because the number was from North Carolina.  She said she heard bout the issue, I assume from the driver?, and she would try to get the install group to do an extra install.  

The next morning true to her word they showed up, installed everything... were wonderfully helpful.  Joy was a miracle.

The dispatcher help desk that is clearly overseas and where I was transitioned to Jean Employee number xxxxxxwas rude and not helpful at all.  In fact the help "CHAT" I used before getting to the dispatcher is pasted below.  Both were very rude and the CHAT person was SO incompetent he kept asking for my order number even though I pasted it 3 times and it was at the top of the CHAT help.

BOTTOM LINE:  DO NOT ORDER APPLIANCES FROM Best Buy ONLINE.  Go to the store.  They can help. Best Buy ONLINE is a nightmare and they are not empowered to make any decision or help you in any way.

CHAT:

Barbara K:

Connected with a live agent.

 

2:20 p.m.

You:

Hello

 

2:20 p.m.

Barbara K:

Thank you for choosing Best Buy, my name is Barbara. How may I assist you today?

 

2:20 p.m.

You:

See thread above

 

2:20 p.m.

Barbara K:

One moment

 

Barbara K:

Oder# please

 

2:21 p.m.

You:

It’s in the header

 

You:

Best Buy: Your appointment is tomorrow! Est. arrival is 7:00 AM - 1:00 PM for order xxxxxx. http://r.3c.com/3W9JdrmL for details

 

2:21 p.m.

Barbara K:

Order number

 

2:21 p.m.

You:

Just pasted it

 

You:

xxxxxx

 

2:22 p.m.

Barbara K:

I did not see an order number

 

2:22 p.m.

You:

Best Buy: Your appointment is tomorrow! Est. arrival is 7:00 AM - 1:00 PM for order xxxxxx. http://r.3c.com/3W9JdrmL for details

 

You:

order xxxxxx

 

2:24 p.m.

Barbara K:

One moment

 

2:24 p.m.

You:

K

 

2:26 p.m.

Barbara K:

I am looking at the order....one moment

 

2:26 p.m.

You:

We were scheduled several weeks ago. Best Buy cancelled. We rescheduled and the washer dryer are in our garage. Today is the install but nobody showed and it’s over an hour

 

You:

Over hour past the 5 hour wondow

 

You:

Window. Sorry typo

 

2:27 p.m.

Barbara K:

There is not an ETA on the order.

 

2:28 p.m.

You:

It was scheduled from 7am to 1pm

 

You:

It’s 228

 

You:

Can I get a manager?

 

You:

This is twice Best Buy missed their schedule. I can’t keep rescheduling because Best Buy can’t make a 5 hour window

 

You:

We paid for a service. I need someone today

 

You:

I can’t use the garage since the washer dryer are I. The way

 

2:30 p.m.

Barbara K:

You can call 800-433-5778 and an agent can get in touch with dispatch to get the ETA.

 

2:30 p.m.

You:

Can you call?

 

You:

Not sure why I have to track down

 

You:

Can I get a manager?

 

You:

That 1800 number is experiencing technical difficulties

 

2:31 p.m.

Barbara K:

I understand  and it is still in transit

 

2:32 p.m.

You:

So can I get a manager?

 

2:32 p.m.

Barbara K:

You can call 800-433-5778 and an agent can get in touch with dispatch to get the ETA.

 

2:32 p.m.

You:

Wow.

 

You:

I can’t escalate here?

 

You:

37 minute wait for a dispather

 

2:33 p.m.

Barbara K:

I apologize, but in order to get an ETA, you will need to call the 800# I provided.

 

2:34 p.m.

You:

This is really bad service. Two missed windows and I have to sit for 38 minutes?

 

You:

I will call but I am also going to write to Best Buy about this horrible experience.

This report was posted on Ripoff Report on 09/11/2020 02:04 PM and is a permanent record located here: https://www.ripoffreport.com/report/best-buy-online-appliance/horrible-customer-service-1499749. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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