Best Buy Horrible Ripoff Customer Service Incompetent Installer Did Not Show As Guaranteed Spokane Valley Washington
I recently purchased all new stainless steel appliances for my kitchen at Best Buy - paid cash. The salesman, Greg, was very helpful and courteous. The appliance manager, Sherman, was wonderful to work with. The delivery guys were impressive. All of the appliances were delivered according to schedule and in great shape.
My problem lies with the installation guy and the snotty girls at the Best Buy "customer service" desk. We were promised the installer for our new gas stove would call no later than Friday and the appliances would be hooked up on Saturday when they were delivered. The installer did not call as promised, nor did he show up. My husband spent a great deal of time trying to unhook our old gas stove so we could have the new one brought into the house from our driveway.
We proceeded to call the Best Buy store several times to locate the installer. The girl at "customer service" would put me on hold for 10-20 minutes at a time and would simply ignore my requests to speak to a manager. 3 times she disconnected my phone call. At one point the same young lady actually told me that I needed to drive by the store that day to see how busy they were - they did not have time to take my phone call or find the installer for our new stove. So much for guarantees and promises!
My husband and I were able to find someone else to hook up our gas stove. We went into the Best Buy store and got the run-around because we wanted a refund on the $162.50 we paid for the installation that never took place. Very frustrating! I was told a refund check would be mailed because of "policy" (ie. amounts over $100 cannot be refunded in the store). However, we have an original receipt showing my husband received a cash refund for well over $100 the prior week from the very same girl at "customer service". Still waiting for those refunds and rebates we were promised.
I brought these issues up with Tess at Best Buy's main customer service hoping to bring resolution to the matter. She was rude and (politely) called me a liar about the refund and did virtually nothing to redeem her company. We exchanged a few nasty emails. I am beyond shocked! This is customer service? This is making your cash-paying customers happy and ensuring they will return? I don't think so! Tess, as I told you in my prior email, one unhappy customer will tell 10 people and so on and so forth. I'm telling my ten people and imagine my shock when I brought this issue up in the law office where I work - gosh! there were some unsatisfied Best Buy customers here too!
Tammy
Liberty Lake, Washington
U.S.A.
2 Updates & Rebuttals
April
Spokane,Washington,
U.S.A.
Best Buy does it again
#3Consumer Suggestion
Wed, March 09, 2005
I have had many run ins with Best Buy and have come to the conclusion they are a great place to buy small appliances, ie: televisions, radios, and other electronics. If you are looking for a reputable company to buy appliances from in the future, i would reccomend Fred's Appliance. They have a store on the north side, and in the valley. I bought my refridgerator, washer and dryer from them and they were delivered on time and in the condition i paid for. The delivery men were helpful and even explained all the fuctions and how to use them. I hope this is helpful.
John
Bedrock,Arkansas,
Afghanistan
just a response please respond back
#3UPDATE Employee
Sun, February 20, 2005
I am happy that you bought the stuff that you wanted and that at that point everyone was helpful and surteous.
Most of the time they contract out the install guy and he has nothing to do with the store other then he recieved a fax from the store with info that said call this person at this time and do this.
So for you to be angry at best buy on that you first would need to find out if the man that was supposed to hook it up was from the store or a contracted person.
You also mentioned that your husband unhooked the old unit, i have hooked some of them up myself why coudn't he just hook it up when the correct guy didnt show.
The fact that you went out on your own and had someone else install it and you paid for it that is on yourself you made the decision to have it done not the store. So if you want it reimburesed from the store good luck with that and i hope you get it but i highly wouldnt think that they would.
This reminds me of a story of a person that bought a car and drove it never changing the oil and when the motor blew in it about a year later they sued the car sales co.
Due to not informing her of this. Seems to me as though she should have read the manual and with your case you really didnt state how long yiou waited before having your own man come out.
An hour, a week, a month, how long. The snotty girl at the couter. I apoligize for her attitude but i have also worked at that kind of job and you get a bit of an attitude and to the point where you HATE putting up with the customers CRAP such as her hunting for the number and not being able to locate it.
You mention that you are in the legal end of the the workforce. Ok now tell me if i went into your office and asked for the literature on the timothy mcvay case and RIGHT NOW then would you be incompetant if you couldnt locate it in five minutes NO.
So dont be so down she might have been new. Go back and apologize i know that you think that she owes you an apoligy but trust me the next time you go in there after going out of your way to make her day she will go out of her way next time you need her help.
But if you are threatening legan action or just being an a-hole in genereal then no matter how her day was when she sees you walk in that crappy attitude will come right back and slap you in the face.
So if you want anything done without having to sue them first just be friendly it is cheaper and quicker.