Trina sent a message to Hubert Joly President and CEO, Best Buy that said:
Dear Mr.President. I would want to share my experience with one of your stores. HORRIBLE DELIVERY SERVICE. Whoever runs the warehouse for delivery should be fired or held accountable for lost time and money by customers. Employees should understand that the core reason why people still buy in brick and mortar stores is because of customer service. We did not get this. Nobody cares of your item once you paid it!! We bought a gas range with a good price deal on it. Set up a delivery date for a new constructed house. Pro is that they were very accommodating in letting us set a delivery date 2-3 months after purchase. The item was a Double oven Open box , the item was a floor model and was in excellent condition with a very few unnoticeable scratches. Bought it even though we have a higher budget for a gas range. Store associate promised that it will be wrapped properly and stored ( he stated he did prior to moving to warehouse) Delivery date comes in today and a TOTAL HORROR. Got the usual call that the item will be arriving today.The driver comes and asked my husband to take a look at the item in the truck if we wanted it still??!!! the poor appliance WASN'T PROTECTED BY ANY COVERING AT ALL, A BIG DENT ON THE SIDE AND FRONT LIKE SOMEONE LITERALLY HAD THE ITEM FALL OR BANGED WITH A HEAVY METAL AND ATTEMPTED TO ASSEMBLE IT . My husband furiously refused the item.It was bought in store in excellent condition. Driver documents the event, took pictures, called customer service. Later,got a call from the customer service that they can not help us in replacing the item , there advise was to go back to the Best buy store we bought it from they will decide what to do. GREAT, WHAT A HASSLE. The store manager wasnt as helpful too, they are not able to replace the item since it was discontinued, nobody can be held accountable at the delivery warehouse (pay us the damage + difference to buy a new one) .The least they can offer, per manager, is that we chose another appliance and give us a discount! If we knew that best buy employees at the warehouse/delivery department DOESNT care about customer property THEN WE SHOULD HAVE NOT BUY ANY APPLIANCE FROM THIS STORE OR JUST FIND GUYS WHO CAN DELIVER FOR US PRIVATELY IMMEDIATELY. BEST BUY CHARGED US $ 69.99 FOR DELIVERY WITH HORRIBLE SERVICE. For the kind of service we got the store should just take the lost, replace the item with closest model even though it was $ 250 more, ( which now we paid to add to the new range) just really incur the cost and own up to the mistake Than to think they are losing profit versus customer service. In the first place it was the companys fault that their employees did a sloppy job and now letting the customer suffer .After all the months we thought we had a oven ,we literally are the one who lost truly because we can just easily have bought another oven in another store during Thanksgiving, Christmas season with a better experience. Bottom line is that, I want somebody responsible or held accountable for what happen. This is not about money in the end but about the experience we had. The sales associate ( who was apologetic and nice but doesnt have the last say with decisions) mentioned to us that they had other customers who had bad experiences with the delivery service and had scratches or dents with a new purchase. If this is the case, then please fire or do something with your delivery department that way no other customer will experience what we had. Truly unhappy and unsatisfied. Never again Best Buy, we will stick to FRY's Electronics and online shopping.... Better customer service with always great shipping and packing
