Please escalate to corporate executive relations

Question

My name is Ursula (removed per forum guidelines) (removed per forum guidelines), a very upset customer of Best Buy due to the fact that I received no assistance with my ongoing issue at the retail level that I am having to reach out to corporate executive relations for a resolution. On Jan 31,2013, my husband and I visited the 1184 store in Davenport, FL with the intentions of buying a new tv for our living room. Alex (removed per forum guidelines), sales associate in the Home Theater dept, assisted with the purchase of a 60 inch Samsung LED tv. He was very helpful and set us up with geek squad's delivery and installation. As we were discussing the next available date for installation, he explained GS only installs in windows of 8am-12pm or 12pm- 4pm, Tuesday-Saturday. We agreed to the next available Saturday which was Feb 15,2013, my husband and I both work 8-5pm Monday through Friday so we could only have the tv installed on a Saturday. I wanted a sooner date as I was having a party on Feb 16 and needed to use the tv for media but Alex assured me it would get done on the 15th with no problem. He also set me up with a new best buy credit card with 0% financing for 36 months. As he started to ring me up, the register tape started to give him issues so he called over customer service manager, Charity, to assist. She then asked me if I knew GS would not hide the cord in the wall and they sell covers to hide them, I was not aware and so I agreed to the purchase of the cover (I add this info as it is relevant to the issue). They advise me that GS will call the night before the delivery (14th) to advise the time of installation. It's now the 14th and 6:30 pm and I still haven't received a call from GS. I called GS and the rep states he doesn't have a delivery scheduled for the 15th, it's scheduled for the Tuesday, the 25th. How could this be I responded as my paperwork states delivery date of the 15th. He asked if I had added on any purchases after I bought the tv as that may have changed the date. At that moment I remembered the cover added on at the end of the transaction with Charity but explained to the rep no one told me the date would change. The rep said the tv was coming from the Winter Garden, FL store and he would reach out to them to see if I could be added back to the 15th. He connected me to their supervisor Barbara, who said GS was gone for the day and all she could do was put in a request to add me back on for Saturday. I told her to please call me once she finds out and she said it would be Saturday that I would hear from her but she never called and when I called her store at 12 pm on the 15th, they said she wouldn't be in until 3 pm. I then called the Davenport store and spoke to store manager Doug, who said he would research the info I gave him with his staff and call me back. After a few hours he called and stated his staff is at fault as no one caught the change of date. He offered to bring the tv himself but he wouldn't be able to install it. I told him I need the tv installed for a party I was having the following day but he was not able to get in contact with GS. He said he was leaving for the day but his Home theather supervisor would call me before end of closing to advise if they heard back from GS. No one called me and I called the following day and the Supervisor was busy with a customer and Doug was off. I left a message to have Doug call me immediately when he returned to work on Monday but I never got a call and I had to reach out to him at 5 pm. when I got off work. He said he figured I would have come in for a refund by now, I couldn't believe his response and I said you know what all I wanted was the tv installed which I paid for but looks like I should come in for a refund.  I went down to the store on the 19th which is 30 miles out of my way to get a refund but the customer service associate talked me into just getting the tv and canceling and refunding the installation charge of $200. She assured me it would be delivered on the 25th but not installed and refunded the installation charge on my best buy cc, I asked my sister in law if she could take the day off as her work is more flexible than mine to receive the tv and again the tv never came. I called GS several times, no one knows what happened but they would have Doug reach out to me. He called stating he's not sure what happened but offered to bring it himself again, when he pulled the transaction he noticed that on the 20th, the tv was refunded as well. I told him I did not visit your store on the 20th so how could this be? I explained I just want the tv, why is it so hard to get a tv delivered, it's not like I didn't pay for it. He said he can still bring the tv but he would need to charge my cc, I told him he needs to send me a copy of the refund transaction as this is the first I hear of it. He agreed but then he said I can't charge your credit card again without you physically being here or I would need to ask you questions that I am sure you won't be okay with answering over the phone. I was so fed up with his lack of service at that point I said I give up. I never had such a bad experience with a tv purchase, all I want is the merchandise I paid for. How can you not charge my credit card without me there but you can refund the whole transaction without my authorization or acknowledgement. I wasted so much time and energy with this and  the end result is I end up with nothing. So you know, I already told all my coworker s, as they overheard  the numerous calls to GS and Best Buy,  family and friends to look elsewhere before considering buying anything from Best Buy. You really need to revamp your customer service training, how come all I was offered for my trouble was a $50 gift card from  GS, Doug offered nothing to correct their huge issue, how come GS was not able to accommodate my schedule when I paid for a service they did not deliver?? I have been in customer service for 12  years and have never seen anything like this. I plan on contacting the BBB and post this on all social network sites. If you could belive it there is more to the story in regards to the bad customer service I received from other associates and some I already mentioned but my blood is boiling enough to mention it.

Answer 1

Hello Ursula,
I know that I would’ve been thrilled to show off a new TV I purchased, especially if it was for a party I was throwing. It sounds like this TV was a necessity for your party to be a success, and I’m truly sorry to hear about your disappointing experience.
When Geek Squad services like yours are purchased and a specific date chosen, we shouldn’t be changing anything on the order without first making our customers aware of the possibility of losing their particular date. In your case, we should’ve proceeded with the order without adding the cord cover kit and then processed payment for it separately as its own transaction. I’m sorry that this oversight on our part caused further frustration for you.
I’m glad to hear that our Davenport’s store manager Doug wanted to step up and help you with getting your TV up and running once the mistake was caught. However, I understand his offer at the time didn’t help you with your party situation, and instead, we chose to wait to see if we could get Geek Squad out to your home. I’m sorry that you didn’t receive a call back to confirm this, as I realize this means you didn’t have your TV for your party. I myself just had a viewing party for the Oscars earlier this month and I can’t imagine having thrown that without having a TV installed in my home. I’m sure this just aggravated an already dismal situation, and I sincerely apologize for the lack of follow up.
From here, it’s completely understandable why you came into our store later that next week demanding a refund for the Geek Squad services you purchased. We certainly didn’t leave you with the greatest impression of our services. However, I’m not sure why your television was then subsequently returned the next day. Please know that I’ve begun investigating your predicament to see if I might be able to provide you some further information regarding this, along with any options we may have to resolve it. To do this, I have sent you a private message which you may view by logging into the forum and clicking on the envelope icon in the upper right-hand corner.
Thank you for posting!
Alex|Social Media Specialist | Best Buy® Corporate
 Private Message