BEST BUY: I bet there is no worse IN CUSTOMER EXPERIENCE They have rescheduled the installation of a dryer 7 times and still do not finish the service

On 09/03/24 I made the purchase at Best Buy of an Electrolux washer and dryer and although the price was more expensive than other stores, in addition to having the loyalty card (with which I expected a differentiated service) they promised me the fastest delivery and installation date for 09/03/24.

1. The delivery of the products was made on the correct day but….

2. It all started with the installation team who did not want to perform the service because they claimed not to know how the installation of the products since the manual was not in English, and they had no experience with this product, a fact that seemed strange to me because according to a person who attended me in the Novi store, Electrolux brand washers and dryers are among the two best-selling brands in the premium segment at Best Buy.

After my insistence and providing them with YouTube videos showing how could be done, the team tried to perform the service demonstrating total ignorance of the products and stacking component, to conclude later that was not possible to finish the installation because the stacking kit had been sold wrong. Detail: I made the purchase through a sales service on the phone to avoid specification errors…

3.  Case #1: During the service, the installers reported to Best Buy office what had happened and the person who spoke to me confirmed that the correct stacking kit and installation would be done on 09/06/24.  

1. On 09/06/24 I received the kit but no news about the installation. I called the customer service to corroborate and to my surprise there was no service scheduled.

2. Case #2: Through an unprofessional and empathetic service, I was informed that they could not do nothing but reschedule the next available date and offered me a U$250 compensation bonus. When I insisted on talking to a supervisor to find a better solution, they hung up on me without any return.

3. I called again, Case #3 (342343032): attended by Edgar and Fabian supervisor. I expressed my frustration and as I really needed the dryer working, I proposed to hire someone by myself to install and asked a the discount for the installation fee and keep the compensation to pay my laundry expenses and handy man. They informed that the compensation is only available when installation service is completed by the Best Buy team. With no more options, I accepted the agenda offered for 09/11/24.

7. Case #4 (341987405): I spoke with Ricky who confirmed the U$250 compensation offered the service was schedule for 09/11/24. I warned that if the service was not concluded on the promised date, I would buy the products in another store and my next contact would be to cancel the order, but I wanted to keep my compensation.

Again, the installer did not arrive on 09/14/24 and there was not even a call to cancel the service. 

That same day 09/14/24 I bought the products directly from Electrolux which was with a promotion in which I paid cheaper and in addition to having a delivery and installation date soon, it offered a 5 year warranty.

8. Case #5 (342679611) I spoke with Emanuel, about the lack of contact and non-compliance with the appointment of 09/14/24 and again… he informed that the only thing he could do was rescheduling for 09/18/24.

I asked him to cancel my order and pickeup the products asap, but informed me that was ok to cancel but with a fee for the collection of the products. Again requested a supervisor to withdraw the value of the collection of the products, and after repeatedly telling me that no supervisor could do anything different I was transfered to a supervisor. Patrick -supervisor- was empathetic to my frustration and dissatisfaction, asked me to reconsider my order cancellation and promised to escalate my case to increase my compensation, guaranteeing that I would be seen the next day, 09/18/24 because everything was under control and planned.

Also promissed me to call me next day as soon as he started his shift but before he would check if they had performed the service otherwise he would authorized to cancel the order with not fees and with a better solution of compensation. Relying on my conversation with Patrick, I canceled my order with Electrolux

1. Case #6  342727110, on 09/18/24 @ 12:00 pm I called to confirm the arrival time of the installers and I talk to Axel, who informed me that there was no appointment scheduled in the system for that day. Without the mood to discuss my situation again with an attendant I asked him to transfer me to Patrick, but he answered in a rude and unempathetic way that Patrick was not a supervisor, and would be a waste of time to talk to a supervisor beacuse they do not have additional tools or empwerment to do or decide something different from a new date for the service rescheduled for 09/25/24.

Arguing and insisting, he transfered me to the supervisor Eliecer, who unlike Axel informs me that Patrick is indeed a supervisor and was not available but he would return my call.

Faced with so much frustration I tried to redo my purchase at Electrolux but the conditions of the promotion were already over and placing the order again would be much more expensive

1. Case #7 09/18/24 6:05 pm as Patrick did not return , I called again and spoke with Juan, who in addition to not transferring me to talk to Patrick hung up the call

2. Case # 8 09/18/24 After Juan hanged up on me, I called and talk to Edgar, Case 342760226, who finally transfered me to Patrick.

Patrick in turn promises me that he would escalate my case to get compensation consistent with everything that happened and tells me, and exceptionally he got better schedule for 09/18/24 instead of 09/21/24 as informed by Axel,

12. Case # 9 09/21/24 at 2:14 pm my husband received an email informing that our service was incomplete and we needed to contact Best Buy to schedule the installation. WHAT???? we couldn't believe this!! I called again, Case 342935070 and spoke with Nicolas, who again rescheduled for 09/25/24and did not transfer me to supervisor

13. Case #10 342935070 I talk to Ariel and ask him to be transfered to a supervisor, he promissed i was going to have the call back in maximum 1 hour. As expected, they did not call. 1 hour and 15 minutes later, called again, someone answered, I gave al the information to confirm my case and asked for the supervisor, but before I had the case number they hung up on me and did not return the call.

14. Case # 11 Javier, Case 342945458 transfered me to the supervisor Miguel who was extremely rude and reschedule for 09/25/24. I ask a guarantee that the compromise would be met but said that he could not commit for another department's resp0onsabilities.

15. Case #12 My husband, not satisfied with the mistreatment of me and the lack of seriousness of the commitments assumed, and thinking this case had a way to solve, decided to call the customer service asked to a superior level to review the case and then he spoke to David -supervisor-, who was totally uninformed of the case and asked us the reason why we wanted to speak to him …..

16. Case #13 – 343142258 on 09/24/24 with Evelin. To stary she asked my phone number, but then she said that the system did not recognize it (which is almost impossibel after almost 20 calls registered with case!!!), and asked additional information, then as the best buy card is from my husband, I informed his phone number and email to continue with the case, but she informed that in order to continue with me, my husband had to be with me on the call . Is that possible?????? After all the information, dates, opened cases registered by me, she needed to add my husband ?? after some time explaining the situation she decided to continue and answer what i requested… to confirm the installation appointment for 09/25/24.

LETS SEE if they come tomorrow

I Wonder if the Best Buy management figures out how many of this situations are facing the customers!