Best Buy Worst Buy Westland Michigan
September 5th my wife and I bought all new appliances from the Best Buy Westland, MI store for our new home. The intention was to have all the appliances delivered prior to having the new carpet installed. We bought a stove, refrigerator, microwave, dishwasher, washer and dryer and 2 pedestals for the washer and dryer. We had great employee's, our salesperson's Gregg, Stefanie and Eric and we felt we had got a great deal, 10% off Best Buy Rewards plus an additional 300.00 in gift cards. It would have been a great deal if we could only receive what we purchased undamaged. Greg, Stephanie and Eric have all tried to help and rectify all the issues that we are having, but this is not under their control.
Delivery #1
September 13th - the kitchen appliances were delivered; the stove and refrigerator were dented and scratched in multiple areas.
Delivery #2
September 19th - the stove was replaced, though the men who delivered it were very nice, they turned on the oven and burned the manuals. I returned the racks with the melted plastic to the store and they replaced them. I was told the refrigerator was out of stock.
Delivery #3
September 27th - the washer/dryer were delivered,
1. The washer was delivered as an open box item, shrink wrapped to a pallet with the underside of the washer caved in. The installers refuse to accept it.
2. The dryer was damaged, the dryer knob was broken off and control panel cracked.
3. 1 of the 2 Pedestals delivered for the washer and dryer had a defective paint job.
4. The Installation accessories they brought did not include the 2 six foot stainless steel hoses required to install a steam dryer.
Delivery #4
October 4th – After talking to Greg at the store he found that the refrigerator we were waiting on all this time that was supposedly backordered, was not backordered at all, and was in stock all the while. The new refrigerator arrived DENTED and SCRATCHED again!!This time in worse condition than the one we had.
October 4th – Called Best buy again and this time we talked with Amber, who stated that Best buy could not guarantee that they would deliver undamaged goods, because of the way corporate has decided to cross-dock shipments and use 3rd party delivery companies. So basically what she was saying is we cannot provide what you purchased, which I am starting to believe is true. After hearing that I told her to cancel the order and come get the damaged refrigerator as we would keep the dishwasher that was already installed and the stove and microwave.
October 6th – Spoke with Don from Best Buy Corporate office in Minnesota who was working with Stephanie at the Westland MI Store. They would re-instate the order and have the appliances delivered on Oct 9, 2014 because they were waiting on the replacement Pedestal.
October 9th – Informed by Best buy that they cannot give us the 10% discount we had before only 5% and they would mail the $300 gift card to us which were originally applied to the purchase. We have received no gift cards as of this time and are now expected to pay more for the appliances that have not arrived?
Delivery #5
October 9th – Delivery, still no pedestal.
the pedestal on the washer instead they put it on the dryer, which makes no
sense as when the new pedestal arrives they will have to turn the washer over
which will have water in the lines to mount the pedestal.
Installers did not use the clamp to install dryer vent, so when the dryer was
started it blew everything into the house. This is the second open box item
that has been delivered and it is very obvious these appliances that we purchased
as new are coming from the best buy discount outlet.
Oct. 10, 2014 – Discussed problems with Best buy manager and scheduled a new delivery for Saturday October 18th, 2014 and requested a regional manager be present to inspect the delivery with me. Notified yesterday by the best buy automatic delivery system that the appliances would be delivered today October 16th,2014 which I can not be available to accept.
October 15- I receive 3 automated voicemails saying that Best Buy will be delivering on October 16, 2014. I spoke with Don and Greg from the Westland store, they found out the dryer is going to be delivered today and the pedestal will be delivered Saturday. As for the refrigerator, they have no idea when that will be replaced.
October 17th: Received automated call about delivery on the 18th, I called and found out it was to replace the refrigerator and to put the pedestal on my washer.
October 18th: Received call at 7:10 saying the refrigerator was on backorder, after getting up early to empty out refrigerator and freezer as it was an 8:00am-10:00am delivery.
Delivery #6
October 18th : Delivery men arrived, could not put on the pedestal because they did not have the Shipping bolts which were removed by the first delivery team so they could not complete the job. I called and spoke with Don from corporate, he asked me to pick them up from the store to make sure that we had them for when they came out yet again. After telling him that we are about 40 minutes away, he told me he would have them sent via UPS. We spoke and he agreed they would deliver the refrigerator and put on the pedestal on the following Saturday, same time.
October 21: I receive automated call saying that they will be delivering the next day, I called back and cancelled as there would be no one home that is why the delivery was originally scheduled for Saturday .I also asked if they can have just one delivery on Saturday so as not to waste anymore of our time, was told no, they go by GPS.
October 22: Received call from delivery company around 8:00am, they told me that they were about 5 minutes away; I told them that I cancelled that appointment yesterday and rescheduled once again for Saturday the 25th.
Delivery #7
October 25th: Refrigerator # 4 was delivered, though looks good, it sounds like an outboard boat motor. Ask delivery men if they were also to install the pedestal on my washer, they said no and ask why the last delivery men installed the pedestal on the dryer and not the washer, as they could not guarantee that they can get the shipping bolts back in the washer so that they can install the pedestal without causing any damage to the unit. They said 9 times out of 10 it can’t be done.
I called Best Buy to make sure there was indeed a team coming out between 8am-12am, was told no that it was scheduled between 12-4 and I should expect a call. No call, no show after waiting all day.
October 27th: tried to call Best Buy, Don Brown, all I got was a message saying this is a non-working number. Finally called corporate and spoke with Keith who told me he would have Don call me back. Don called me and I explained the problems and he said he would call me back. I have not heard back from him.
October 31st: Received 2 calls from Best Buy automated delivery saying I was getting a delivery on Saturday November 1st. I called back and asked what were they delivering, they replied a washer. I spent over an hour on the phone with BB and the delivery company to guarantee that this washer was brand new and in the box, they told me that yes it was. Also they knew nothing about the refrigerator. I called Stephanie at the store, she looked over her notes and said my husband told corporate the refrigerator was fine! NO! He told them the dishwasher was fine as they were going to come and take the only appliance that we have not had any trouble with.
Stephanie suggested since this was refrigerator #4 and the only one that was not damaged on the outside, maybe have the Geek Squad come out and look at it. Maybe it is a quick and easy repair. I thought maybe, only if my husband could be here as I do not trust anyone from Best Buy. They could not get me an appointment while he was home. Talking to my husband later he said…REALLY, we don’t care who is paying for this…our BRAND NEW REFRIGERATOR should not have to be repaired.
Delivery #8
November 1st: After again waiting all day long at 3:00pm they delivered a washer shrink wrapped on a pallet!!! We declined the delivery!
Delivery #9
Washer Delivered
Delivery #10
November 25: Geek squad came out to look at the refrigerator, I figured out what was making the noise using the owner’s manual. They also came out a second time because of the freezer, this one, and only this was a manufactures defect. He called me after he left and asked me to take pictures, he said he really should have done that but forgot, gave me an email address to send those pictures to.
Since September 13th -Best Buy has now made 10 deliveries with the following Results.
Total items purchased = 8
Total Deliveries = 10
Total items delivered Good = 4
Total items delivered damaged = 9
October 28, 2014 - As of today, almost 2 months after my purchase, I am still awaiting a new refrigerator #5, and a new washer to avoid damage from improper installation. However my Best Buy bill was on time and I am advising that it will not be paid until this matter is fully resolved and I have everything that I purchased in good working order and restitution for all the inconvenience Best buy has caused. This whole situation is an unbelievable demonstration of total incompetence.
October 28th: Received 2 automated calls from Best Buy saying that they are going to deliver on Wednesday October 29th between 8:00am-9:00am. We had no idea what they were delivering, called them and were told they were picking up the refrigerator. We said absolutely not, what do we use to store our food??!! Doesn’t anyone in your company communicate?
Currently waiting on Best Buy to inform us what they intend to do to get this right but no they don’t respond.
Also all of the inconvenience this has caused us, we have had to buy new clothes due to no washer/dryer and each time your delivery men come, we have to get our German Shepherd out of the house due to the fact that he is very possessive of his family. This is a true nightmare.
November 3, 2014: Still waiting for Best Buy to reply, no one in your company communicates, I have spent hours on the phone, computer etc trying to get this right. I have paid the bill in full as I do not want my credit hurt, though in light of everything that has happened and still waiting, I believe with the history we have had we are due monetary restitution. I expect a call from someone today to finally settle this matter. If this is the way that you do business, believe me, you will ALL be without jobs shortly.
Communications with Best Buy
Phone calls:
9/14: Spoke with Mike: Corporate
9/29: Spoke with Highland: Corporate
10/4: Spoke with Amber best Buy Westland store
10/6: Spoke with Don Brown Corporate
10/9: Spoke with Eddie Corporate
10/25: Spoke with Geek Squad Rachelle, Don and Greg
10/25: Spoke with Nathen GM of Westland store
10/29: Spoke with Erin Corporate
10/31: Spoke with Jenny Corporate
10/31: Spoke with Stephanie Westland store
11/1: Spoke with Geek Squad Brent
Emails
Mainly between Charlie and Nathan
10/29, 11/3, 11/6, 11/10, 11/14, 11/15, 11/22, 11/24, 12/8, 12/12, 12/22, 1/4, 1/5, 1/7
This has been such a nightmare, I am sure there are more dates that I am missing. Thank you so much in ruining the carpeting that I had originally planned on having installed AFTER the appliances were delivered. That carpeting cost us $4000.00. Your delivery men come in with filthy boots; they don’t even wear booties like most companies do that CARE about their customers. We don’t even wear shoes in the house.
Then to top it all off, we went to the Westland store to redeem our rewards, they said only &145.00 showed when we should have had $400.00 due to the fact that we bought during a special sale, that was suppose to be 10% back. We spent a total of $5726.56. Of which $4000.00 went on our Best Buy credit cards. All of these screw-ups have been your company’s problems, all except the 1 refrigerator. Then to slap us even more I received an email from Charlie saying that our rewards were expired?! Hell we didn’t even have all of our appliances delivered by then.
Never in my life, have I dealt with such a company as yours. You ignore your customers, lie to them, and make them wait months for things they pay for….companies like yours make me sick. And then Charlie you have the nerve to mock me when I threaten alerting the BBB and AG?!
There are other ways Charlie, I will post this on Social Media and ask all of my friends to do the same, I also will call all the local television stations and give them this. It is all nothing but the truth. Enough Charlie, I will not allow others to be hurt by your company anymore; I have a voice and will use it.
Ruth, New Boston, MI