Best Buy Problème signalé à GetHuman par GetHuman-aschollm

novembre 8, 2017

Report Details

Summary of the problem
Customer service
Company and department tried
Best Buy - Support client
Reported by
GetHuman-aschollm - GetHuman user since août 16, 2017
Problem classification
Best Buy: Faire un achat
Date of incident
novembre 2, 2017
Reported by GetHuman-aschollm
Reported on novembre 8, 2017 from Hawaii
Problem report / further detail
I ordered a **inch tv from Best Buy online (which it's only available online) on **** and we scheduled the delivery for ****. The day before our delivery I received a text message saying that the delivery date had changed to the following day, but then I received an automated phone call saying that the delivery was going to be on the original date and would be delivered between *:**am and *:**am. I called to find out what was going on, and infact the delivery date was changed. Best buy is suppose to call, text, email the day before to let you know of the appointment time. Nothing was received the day before, so i had to call once again customer service to find out what was going on. The appointment was cancelled without any notification to me to ****. After I was off the phone with customer service I looked at the order online to make sure that this date was reflected online. Sure enough the order online said that I needed to reschedule the appointment. So, once again I called customer service. Never once did customer service apologize for the issues with delivery or offering any sort of explination. I've had to take off work twice now and reschedule so many appointments for this TV. The TV was finally delivered yesterday. The delivery guys dropped the TV off in my entryway and left. The top of the box was open on the TV and some of the styrofoam was broken. I asked the delivery guy why it was like that and he told me that they inspected it for damage. That evening we had the TV installed, only to find out that the TV had a crack in the screen from top to bottom right down the middle. So now for the *th time I called customer service **** at **:**pm. I was informed that the delivery guys were suppose to open up the box and test it before leaving. Which they didn't do. The deliery driver lied to me saying it was inspected that's why it was open. These boxes open from the bottom, so the top doesn't need to cut open to get the TV out. The young man I talked to told me that the soonest Best Buy would be able to come and exchange the TV would be June *th! I told him that was completely unacceptable. The young man did tell me that because it was so late and that the warehouse*delivery department was closed he wasn't able to call them to see if he could work something out for sooner. He did tell me though that he would be sending me a $*** gift card for all my troubles, but that if I could call in the morning to get assistants with having the TV picked up sooner. So, I called the customer service this morning, which there was no record of my conversation with the guy last night. Not only did I have to go through the whole thing again, but the $*** gift card they were going to send doesn't exist. The man I talked to told me that the soonest it could be exchanged would be Friday. Which is still rediculous considering all the issues we are having to begin with. Plus that assuming that our appointment stays Friday and doesn't get cancelled * more times. Which once again I will need to take off work for. Since I didn't think this was fair, I asked to talked to his manager....which he was even worse. This shift manager was so annoyed that he even had to talk to me and that I was upset. He was so rude about the whole thing and even yelled at me to listen to him. He also informed me that even though they messed up they aren't willing to do anything about it and I just need to deal with it. He also told me that I will not be receiving a $*** gift card. I asked to speak to his manager and he told me that he was as high up as I could go.......which we all know that isn't true. I have never dealt with such a horrible customer service. The only reason we are continuing to buy this TV is becuase we have over $*** in Best Buy gift cards and my husband really wants this TV. I would think that they would either discount the price of this TV for the hassel or let us pick out another TV that is comparable in quality from the store.
How GetHuman-aschollm attempted to contact Best Buy
J'ai essayé d'ouvrir une fenêtre de discussion avec Best Buy à www-ssl.bestbuy.com
Was equipped with the following information
Adresse de facturation, numéro de téléphone sur la commande, adresse e-mail sur la commande
Reported back to GetHuman as fixed
Fixed, on novembre 25, 2017

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