I was a loyal Best Buy customer. I work in customer service and part of my rewards plans allows me to get gift cards from many companies until this week best buy was one of my choices but never again. This has to be the worst customer service experience I've ever encounter. This is my first time making a major appliance purchase online with Best Buy or like others call it and know I know why Worst Buy. I purchased a Frigidaire Fridge on 8/29 BBY01-XXXXX delivery scheduled for 9/14. Took the day off Monday to receive delivery. The delivery person was excellent. Now here is were the problem starts after running the fridge for 8 hours only hot air was coming out. Called 888-237-8289 requested an exchange thinking that would be the best thing to do. The rep open case #642XXXX. I called the next day (Tues) because I was not sure how long to wait for the delivery company to call to scheduled the exchange, I was told within 24 hrs so I verified with the rep I should receive a call by Tues 5 or 6? Rep said yes. Next day (Wed) called again in the morning advised rep I had not received a call from the delivery company can she please escalate. I explained I had lost all my groceries had to ask a neighbor to hold my medication (cost over $1,600 for shots) that needs to be refrigerated and that it was urgent that I get a replacement. Sure thing will make notation of situation and escalate. I look online to see that the fridge in silver mist might be backed order so I call again to question if they have a way of knowing if the fridge is in stock since I don't want to have to wait I would take a black fridge the same model. I give the model # FRT18HS6JB she notes it down on my same case and tells me it should be no problem to replace it if they don't have the silver mist. Great I say as long as I get a fridge ASAP I fine. No call yet from delivery company. Next day (Thurs) call in again give my same info case # rep tells me I have to wait for the delivery company they should be calling me soon. I'm worry because I really need an exchange to happen on Saturday as to not have to take another day for an appliance. I ask if I could have the delivery company number. Finally he gives me 732-376-4600. I call waited about 40 minutes to have someone pick up and tell me they DON'T have an order for my exchange or return. The only thing they have for ROS #433175557 is the delivery that was already made on 9/14. I was very upset the rep then tells me I should have called 866-857-7970. How was I to know? So I proceeded to call I was hoping they were going to be able to help me. I spoke to a girl that was speaking to someone name Roger that were going to try to get everything fixed for me Great I said finally. Well she told me she was going to have to get back to me since they needed to investigate and call the delivery company to see what they could resolve for me. I thanked her and told her I would expect her call. She told me it would take no longer than 1 to 2 hours well four hours later I was calling back and guess what she left and wont be back till sometime next week. Good thing I remember she was talking to somebody name Roger but he was out to lunch and would have to call me back. 3 hours later I was calling again. This time Roger was on the phone and could not take my call I told her I would wait. He came on the phone to advised me that my situation required he call in to see what could be done. He would look at my information first thing tomorrow when he gets in which meant Friday after 3pm and give me a call back within the hour to give me a resolution. I decided to help him out and call in morning to speak to a manager at 888-237-8289 called Tom who without any apologies said he could not help me and that there was never an order placed for an exchange or return. At this point my only hope was Roger in dot.com 866-857-7970 So I wait until 4:30 of course no call. I call in what a surprise he is on anther call and can't take my call I ask for a call back. Now its 6:15 no call back I call again he can't come to the phone, I tell her I'll wait, so they keep me waiting a good 20 minutes the girl comes back with a message from Roger: He has not looked into my case and wont have a chance until next week. Oh boy by this time I'm having a melt down I'm about to start crying but I hold it together and tell her to please schedule the pick up of this fridge so I can purchase a new one. THE BIG THING I FORGOT TO MENTION dot.com cannot exchange unless its the same sku and my silver mist is in FACT backed order so I have to wait to get a credit on my gift card to then purchase the black FRT15HS6JB. I scheduled the pick up for Monday because of course they cannot come this Saturday They told me the only way I could get the replacement on the same day is to actually buy it. So they give me a defective fridge and want me to buy a second one. I need it replaced I dont need a credit. I cant understand how a company works this way.
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