Usacomplaints.com » Shops, Products, Services » Complaint / Review: Best Buy - Poor Customer Service. #355210

Complaint / Review
Best Buy
Poor Customer Service

On August 28 after shopping several weeks, I went to Best Buy store to purchase a new HDTV television. The salesmen were both pleasant and helpful. After making the decision to purchase my TV I asked about discounts for purchasing two TV’s. We made an agreement and I purchased the two 46-inch Samsung TV’s, and two power centers with delivery and setup. I purchased a wall hanging unit a few days later.

On September 2 both TV’s were delivered (to separate addresses) as promised. On September 3rd I waited all morning for the installers to come to setup my TV. They had called a day or so after my purchase to set an appointment for each TV. Mine was to be the morning of the 3rd, the other (my son’s) that afternoon. I had specified it was to be AFTER 2:00 at his home because no one would be there before that time.

At 1:45 I called the “Geek Squad” number to inquire why no one had been to my home yet. I was told there had never been any contact with me, I was NOT on the schedule and the soonest appointment I could have was September 9th. Although they claimed to have never spoken to me, they knew I had the DISH satellite installer coming out on the 4th. How?

I called the store and asked to speak to the store manager. The woman who took my call gathered all the pertinent information and said she’d inform the manager of the problem and ask him to call me.

At 3:45 I received a call from Heather who claimed to be the “store manager”; I have since learned that she is not the STORE manager. She said there was nothing she could do and I had to work out my problem with the Geek Squad. Period! I was upset but polite. She was rude.

I learned that there was a note on the door at my son’s house from the installer with a time of 1:47 P.M. (he has the note). He said that he’d been there, no one was home and they had to reschedule. When I made the appointment I was very specific that NO ONE WOULD BE HOME BEFORE 2:00 P.M. A call to the Geek Squad and I learned that he’d reported to them he’d been there after 2:00 and the soonest they could reschedule was September 9th. At 4:00 P.M. I

Did not expect someone to run right out to our houses that night but I did not feel that I should have to wait six days to correct a problem that was not of my making.

I called the store again and asked for Heather. I was told she would return my call but she did not. She had the telephone answerer call me back to repeat that there was nothing she could or would do.

I went into the store on September 6th to ask for a refund of the installation fee, $75 for each TV. I was told that since I had received a special price for two TV’s (it was so confusing the way they wrote it up!) they would have to charge me an additional $100 for each TV in order to refund the $74.99 installation fee on each. Needless to say I did not proceed.

This whole experience has been very distasteful. I have spoken to some people who tried to be helpful but for the most part the employees I spoke with were rude and rigid. If what I have experienced is an example of Best Buy’s customer service, I’ll go elsewhere next time.


Offender: Best Buy

Country: USA   State: Michigan   City: Flint

Category: Shops, Products, Services

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