marc e.

I purchased a dishwasher from Best Buy online and purchased the installation along with it. The reason I decided to go this route and paid that additional install fee was for the convenience. Once the purchase was made, it was an absolute pain to get the delivery and install arranged. The delivery appointment was changed several times, a couple of those changes was done by Best Buy without my approval. I made several calls to the 1800BESTBUY number, be cut off, hung up on, or disconnected several times before I was able to talk with a real person. Once I finally spoke with someone, the only thing they were able to do was "escalate this" and have someone call me back within 24hrs. NO ONE CALLED. I did receive notification that a new delivery date and time were scheduled. This was done without my approval. I then needed to go back into the wed site and change the delivery and install date, making sure someone was going to be home during the delivery/install. Once the dishwasher was finally delivered, I was informed by the delivery team that they do not install the equipment. They were unable to see or verify when the installation team would be over to install the dishwasher. I was given a number for his supervisor, the Home Service Experience Assistant Manager. I expressed my frustration and anger with Best Buy so far. The manager I spoke with informed me that he would check into the situation and get back with me in a few hours. I did receive a call back from him. He informed me that he spoke with another manager. I'm assuming that this manager scheduled an installation team for the next Saturday, two days later. Again, this appointment was scheduled without my authorization. No one was going to be home during the scheduled date and time. I was informed that the 2nd manager was going to call me before the end of business day. AGAIN, I DID NOT RECEIVE A CALL. The local delivery managers advice was to "raise hell" with whomever I call to get this issue resolved. I called the 1800BESTBUY number again today. I spent more than an hour on the phone again and the best advice to go online and reschedule the installation appointment. While I was on hold, I attempted to look at the installation schedule online. There are NO APPOINTMENTS AVAILABLE. The next piece of advice I got was to drive to my closest Best Buy store to schedule it. The closest Best Buy is over a 2 hour round trip drive. I can't call the local store to schedule this because the phone system route me right back to the 1800BESTBUY number that advised me to drive 2 hours to fix the issue. The person I did speak with told me that she would have a supervisor call me today. I have yet to receive that call. She also gave me a number for the compliant dept. *******000. The first attempt at the calling that number ended up in waiting on hold for close to 15min before disconnecting. I called back, waited on hold again, and once I spoke with someone, they informed me that I had the wrong department. I was transferred again and told that need to transfer me to someone that can help. I still haven't been able to resolve this issue!
Every costumer support person I've talk with has been unable help resolve this issue. They have been unable to transfer me to anyone that has the authority to make any decisions. I keep getting the run around, wasting hours of my day, to get a dishwasher delivered and installed. I paid for services that I have not received. I have been forced to spend hours on the phone or online to not get anything resolved.
I finally opted to install the dishwasher myself. Hopefully the inept staff I spoke with will process the refund correctly. (if the previous service I've received is any indication, I will be calling back making sure my refund is processed correctly.)
It's sad that the local employees know how bad your system is, that they advise customers to call and raise "ever living hell" to get this resolved.
This has been the worst costumer service I've received and will never shop at Best Buy again.