Best Buy — Local services in Cumming

Subject: Extremely Disappointing Customer Service Experience

Dear Best Buy Customer Support,

My name is Viktoriia, and I am writing to express my deep dissatisfaction with the customer service I have received following the recent purchase and installation of a dishwasher from Best Buy.

Yesterday, during the installation of the dishwasher, we noticed several scratches and a bump on the front door of the unit. The installer immediately contacted Best Buy on our behalf, and we received a call where we were presented with options for reinstallation or a gift card. The amount of the gift card was stated to be $100. We were given the option to think about it and call back the next day.

Today, I called Best Buy customer service to follow up. During this call, I had to explain the situation three times and was transferred three times. Initially, I was offered a $35 compensation, which was a surprise given that I had been told $100 previously. When I questioned how this amount was calculated, I was told it was 15% of the purchase amount. Given that my purchase was for $864.97 (order number can be provided upon request), this amount did not align with what I had been told. After repeatedly asking for clarification, I finally received confirmation that the gift card would be for $135. This call lasted 30 minutes and, after being transferred to a fourth person, I asked to be put on hold for a minute, only for the call to be abruptly dropped.

I called back a third time and had to re-explain everything, only for the call to be dropped once again. My final call lasted more than 40 minutes, during which I was involved in a lengthy dispute about the compensation amount. The representative, Daniel, insisted on only offering $35, even after I explained the situation multiple times. When I requested to speak with a supervisor, I was met with resistance and a lack of professionalism. After much back and forth, the supervisor reluctantly agreed to send a $100 gift card but made it sound like a personal favor rather than proper compensation for the damaged dishwasher. Additionally, when I asked for confirmation of the address the card would be sent to, I was told it would go to the billing address, which is not the same as the delivery address due to our recent move. This further demonstrated a lack of attention to detail and professionalism.

Overall, this experience has been incredibly frustrating and has left me with serious doubts about the quality of customer service at Best Buy. I have spent an excessive amount of time and energy trying to resolve an issue that should have been handled promptly and professionally. Despite being promised a gift card, I have not received any confirmation, and I am left wondering if it will even be sent.

As someone who needs to make many more purchases for my new home, I am now seriously reconsidering my decision to continue shopping at Best Buy. This experience has certainly made me question my loyalty as a customer.

I would appreciate it if someone could look into this matter and provide the resolution that was originally...

Very, very disappointed. They lost me as a long-time customer. I ordered a microwave on-line on a Monday with contactless, curbside pick up. I scheduled my microwave to be installed on Thursday. Unfortunately, we Covid, they close at 6 PM. I work until 5 PM. I went to the store yesterday at 5:20 PM. I pulled into the "curbside pickup" spot & called the store. The only way you can check-in online is if you download the app. The phone rang for 10 minutes, and no one answered. So, I had to go into the store where a gentleman was seated right inside the doors speaking with another customer while four employees stood in a circle behind him. He stopped his conversation with the lady before me and asked if he could help me. I told him I was there for my curbside pick up. He told me I would have to stand in line with the three other people in front of me. I reminded him I ordered curbside, contactless pick up and inquired about no one answering the phone. He told me that there were people in line being helped so there was no one to answer the phone. I returned to my car and tried calling the store again. The phone rang for 20 minutes with no pick up. I called again and it rang for 10 minutes with no pick up. By this time it was already 6 PM (closing time).

I then called the corporate location to discuss my situation and the non-service that I had received. I put my phone number in the que and was told I should receive a call within 31 minutes.

I did receive a phone call within the allotted time and explained my situation. I was advised that the microwave was still there, and I could pick it up the next day but to call the store first. Why would I do that when no one answers the phone. I told her I was no upset but there was a clear disconnect for contactless pickup. It doesn't work. There is no one monitoring the parking spots or answering the phone. She then said they could extend my pick up time an extra week to give me time to pick up the microwave. I explained that I was supposed to have the microwave installed on Thursday but I don't have the microwave now. She then said they could ship me one but I would have to speak to someone else in customer service. After two minutes of being placed on hold, I hung up the phone and immediately cancelled my order. I will say that I received my refund...

This is by far the worst retail management experience I have ever encountered. Bought a 2K WD set and delivery was fumbled on 2 separate occasions by Best Buy/3rd party delivery service. We were given a 6 hour window for delivery and on both occasions, delivery came to our home outside of that window and left. No communication, no knock on the door, nothing. Later we are told that due to COVID restrictions, they cannot knock at the door?? You can enter my home for a delivery but you can't knock on the door to notify me you are there for a delivery? Makes no sense. My husband and I both took off from our work/businesses for 6 hours each day to await delivery. You also cannot reach anyone by phone at the physical store. You get routed to some central phone service who simply takes a message. So after numerous phone calls and after 2 botched deliveries, I have to again leave my job to drive to the store location to attempt a talk with management.(2 separate occasions). I am there in the store and another customer is there with a botched delivery/installation as well. All you get is a lot of excuses about it being 3rd party. Spoke to the Assistant Manager and General Manager... No ownership of the problem and certainly no one stepping in to ensure resolve. As a business professional and manager myself, I am in disbelief that a business operates in this way...embarrassed for them to be perfectly honest. Management needs to be schooled in customer service 101 as they don't even begin to have the basics. We are customers who gave our money for your product and your service and you can't find a way to walk through a proper resolve? We are now given a 3rd date for delivery and still no one in management at Best Buy will take ownership to make certain it happens as it should so that we are not further inconvenienced. We simply have to hope and wait and see if this 3rd party delivers. Save yourself some trouble, time and money and choose another provider for...