Best Buy Complaint - Now You See It...Now You Don't Get It... ("WORST-BUY" - Paramus NJ)
ROUTE 17 NORTH -- On Friday December 17th, I went to Best Buy in Paramus NJ (Rt. 17 North) to purchase a Dishwasher. Ours had died a few days before and we were hopeful we could find a replacement of decent quality that could be delivered before Christmas eve. We were in luck. After comparing models on-line and at the store that day, we purchased an LG Dishwasher. The person assisting confirmed they had it in white and plenty in stock. I paid for a 5 year warranty, installation and disposal of the old one.
I chose Tuesday December 21st for delivery. They called the day before to confirm delivery between 1-5 on 12/21/2010. My wife stayed home and took a day off to take delivery. 4:20 P.M. rolled around and no one yet. She called the number on the receipt to check that things were on track. WELL....the initial call after 25 minutes on hold revealed that it was cancelled because when the delivery person went to pick it up it was not at the warehouse. My wife left it to me to call...I spent 2.5 hours between hold times on average or 20 to 30 minutes to eventually talk and get transferred to 4 people. One said I cancelled it. I explained that I never cancelled it. She then read that their "SMS" system cancelled at 7:15 A.M. the morning of delivery because it was out of stock and I could get a refund or select a model. NO ONE FROM BEST BUY (WORST BUY) CALLED US TO TELL US ANYTHING. THEY LET US SIT AT HOME...WASTE A DAY OFF AND GET NOTHING DELIVERED.
I spoke to the an Appliance Manager at the Paramus NJ store and he explained he had no clue why and would "escalate it." I asked for a refund and he processed it....incorrectly...he forgot to refund the warranty as well. Next morning on 12/22 I went to the Best Buy Store at Paramus NJ and spoke to the customer service desk. That person was unbelievably nice and was shocked that no one called. She refunded the remainder of the balance. I then went over to the Appliance Manager to speak to him directly. I explained that his escalation call reached the delivery company but that the problem was Best Buy and not them. He could not tell me how they went from a few items in stock on Friday 12/17 and none on the morning of my delivery and WHY no one could call us. He promised to escalate it to the warehouse and again apologized.
I received a second call from the delivery company on 12/22 and they informed me it was escalated again to them. Apparantly to work at Best Buy as a manager you don't have to really understand how to follow-up on a customer problem. I explained again it wasn't their issue but wanted to know why it was in stock when I bought it and then not on the morning I was to receive it and WHY I did not receive a call. She was kind enough to offer to transfer me again, but I had now done 6 calls with no one who would find out the problem.
In the end, we lost a day off...wasted....Best Buy doesn't give a darn about an individual customer. Remember folks...they got all the gadgets you want and hide behind a big name....and it's not BEST BUY...it's "WORSE-BUY"