Another delivery/installation disaster!

Question

Incident: Dec. 10-23, 2013
We had picked out a dishwasher  - an LG LDS 5040ST - that would fit the slightly too small space in our kitchen and found that Best Buy online had a great sale price. But because we wanted their installation service as well, I figured it would be easier to go to our local store (Pasadena), purchase the dishwasher and set up the delivery and schedule the installation at the same time. Which we did on Dec. 10, 2013. We explained to the appliance rep (wearing a Pacific Sales polo shirt) which dishwasher we wanted and he started looking in his computer. He pointed out the word "discontinued" on the screen and said that he couldn't sell us that particular unit. He also pointed at a "0" on the screen and said they didn't have any on hand. But he did have a newer model for $100 dollars more. I pointed to the number "35" on the screen, and he said that was how many they already sold. My husband and I weren't convinced, so we went home.
An hour later, I called 888-Best-Buy and told the phone rep (#1) our story. She said "discontinued" meant they weren't getting any new units in, and 35 was the number they had in the warehouse. So either the Pacific Sales guy was grossly misinformed or was trying to upsell us. (Gee, I wonder...) Anyway, the phone rep took my order and my money for the dishwasher and their installation service. We scheduled the delivery for the following Wednesday Dec. 18, 2013, and she told me to expect an e-mail in a few days to schedule the installation.
I received the e-mail on Dec. 11 and called on Dec. 12 to schedule the installation. The phone rep (#2) got very upset and excited, explaining that the rep who took the order wasn't supposed to put the unit and the installation on the same order (how was I supposed to know that??) and now everything was messed up. After being on hold for about 15 minutes while she tried to find a supervisor, she came back and said she wasn't able to figure it out. I told her that, since she had my e-mail address, why not just let her boss fix the problem and e-mail me when it was resolved. Needless to say, I never received an e-mail.
I called the next day, Dec. 13 and spoke to Jessica (phone rep #3). She also got upset and excited when she saw the unit and installation on the same order. After more than 45 minutes on the phone/on hold/finding supervisor/called back, she said she had everything resolved and that both the delivery AND installation would indeed occur the next Wednesday. I hung up the phone with a sigh of relief. A premature sigh, as you can probably guess.
On Tuesday Dec. 17 I received a robo-call confirming the delivery the next afternoon. I took the day off work to welcome the delivery guys and the installer. The delivery guys arrived as promised and delivered the correct model dishwasher. I signed the papers, sent them off and waited for the installer. The installer who never came. I called and asked Sandra (phone rep #4) when the installer would be here. Sandra informed me that no installation was scheduled. I told her about my conversation with Jessica, to which Sandra replied with a long list of jargon about receipts and tickets and CMS systems and the computers are down and we have to transfer X to Y to Z. By that time I was livid and demanded to speak with a supervisor.
Sandra transferred me to Travis in the de-escalation department (phone rep #5). This guy has nerves of steel, because I really let him have it. I told him about the Pacific Sales guy and the four phone reps and that I had a box full of dishwasher in my dining room and a sinkful of dirty dishes. He was extremely apologetic and offered me a $150 Best Buy gift card. "Nothing doing!" I said, "I want cash!" He refunded $75 of the installation on the spot and promised that he would try to get the installer to my house in the next few days. Which he didn't.
After several back-and-forth phone calls over Dec. 19, 20 and 21 (Travis never did give me a direct number, instead telling me to call the 888 number and I would be transferred. Which I did, but the two times I called - phone reps #s 6 and 7 - nobody knew who Travis was or that they even had a de-escalation department) he managed to schedule the installation for the next Monday Dec. 23, 2013. "Not acceptable!" I said, explaining I would have to take another day off work to wait for the installer. Travis then refunded me the rest of the installation cost and apologized profusely once again.
I received a confirming robo-call on Sunday night Dec. 22, and the installer arrived on time on Monday Dec. 23 as promised. The installer made the necessary modifications and installed the dishwasher. We have been using the dishwasher for two months and it's working like a charm. But what I had to go through to get it, nobody should have to go through.
It shouldn't have taked me a week and a half and talking to 7 phone reps to get a dishwasher installed. The first phone rep should't have fouled up the order. Phone rep #2 should have transferred me immediately to a supervisor, who knows what Jessica was thinking, and Sandra needs serious customer service training. Also, Travis should have given me his direct phone number, and every phone rep should have the de-escalation department on speed dial. Best Buy's internal communications and resolution policies are horrible. I don't care how low your prices are - I've had it with Best Buy!

Answer 1

Hello MrsCoward,
I was wholly disheartened to read about your trials in seeking to have your dishwasher installed. I agree that you should not have had to go through a lengthy and frustrating series of calls to have this work completed. I offer my apology for your having to endure this situation and for any inconvenience as a result.
I was glad to read that the installation was at last completed and that you've been enjoying your new dishwasher. I hope it serves you well for many years.
I am grateful for your detailed and eloquent remarks and that you took the time from your busy day to write to us about your experience.
Sincerely,
John|Social Media Specialist | Best Buy® Corporate
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