Roberto Valcarcel sent a message to Hubert Joly that said:
Dear Mr. Joly:
I am writing to you to share my disappointing experience over a poor delivery gone bad and the poor customer service/support/communication from your front line personnel on the phone. I am so upset and disappointed at Best Buy Customer Service and Delivery
I was scheduled to take a delivery of a TV between the hours of 1p-3p which never occurred. For 9+ hours I was strung along and lied to by customer support telling me the delivery was a âbit lateâ but it would be there shortly⦠and at the end of the day/after 9pm when I spoke to a Supervisor in Scheduling (Levy, UTAH Area 385) I am finally told warehouse and transportation offices are closed and I have to call BB back in the morning to ârescheduleâ the delivery.
Here are my notes and observations on the events that took place over 9+ hours waiting for a delivery that never arrived:
1. BB Order # BBY01-743392005479
2. I received email from BB confirming my delivery time of 1p-3p
3. Left work early to get home before delivery truck
4. Took ½ day off from work to receive delivery and arrived home early around noon to make sure everything was ready at home
5. Once 1p-3p time slot was missed by BB, I contacted BB and was told delivery was running late but would be there between 3p-5p
6. Once 3p-5p revised time slot was missed by BB, I contacted BB again and was told delivery was running late but would be there between 4p-6p
7. Once 4p-6p revised time slot was missed by BB, I contacted BB again and was told delivery was running late but would be there between 6p-8p
8. Once 6p-8p revised time slot was missed by BB, I contacted BB again and was told delivery was running late but would be there for sure around 9pm
9. Once there was no delivery by 9p I called BB again and was told offices were closed and I would have to call BB back in the morning and reschedule the delivery at another time
10. NOBODY FROM BB CONTACTED ME AT ALL â NO CALLS LETTING ME KNOW WHAT WAS GOING ON
11. I wasted 9 hours of my time sitting at home and waiting
12. I was lied to by numerous customer service representatives
13. I was strung along and misled over 7 calls
14. I was disconnected twice and transferred to another line that asked me for a â3 digit codeâ that I didnât have nor had I been provided
15. I get a recorded call at 8p asking me how was my delivery? THERE WAS NO DELIVERY !!!
16. This morning I see a missed call from last night at 11:24p (713-371-7420) delivery truck driver⦠I call number back and am told they tried to get me late last night at 11:24p but since I didnât answer they did not deliver and took TV back to warehouse â I am told to call BB and reschedule delivery for a future date/time â why on earth would they not call me before 11:24p ??? NOBODY CONTACTED ME AT ALL THROUGHOUT THE DAY !!!
17. This morning I get an email from BB VP PEDRAM AFSHAR confirming I received my delivery and how am I enjoying my product? WHAT PRODUCT? I DIDNâT RECEIVE THE DELIVERY !!!
Until now I have been a loyal BB customer and currently hold ELITE status but have received piss-poor service that is uncalled for.
Unless I get an explanation what occurred yesterday with the batched delivery # BBY01-743392005479, and am offered remedy/compensation for the wasted 9+ hours and the way I was treated over the phone by multiple BB representatives, I am taking my dollars and future business over to a local competitor or online competitor that cares about the client and stands behind customer service
If needed I can be reached at:
832-228-3111
robany1989@mac.com
