Worst customer server I ever experienced in my life!
Written: Apr 26 '11
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The story begins about 5 1/2 weeks ago when our 13 year old fridge broke. Looked around in local stores as well as online. Found a great deal on a Samsung fridge that we wanted on BestBuy.com. Were going to save $400-500 from what I could find elsewhere, but there was a 3 week delivery time. Managed to get my wife to go along with it even though we were going to be without fridge for 3 weeks.
3/21/2011 Ordered a Samsung RFG297AAWP fridge from BestBuy.com which was on sale for $1478+ tax and delivery = $1615 total. Scheduled delivery 4/12/2011
3/21/2011 Email from BestBuy confirming the order
3/21/2011 Email from BestBuy confirming delivery on 4/12/2011..
Informing me that they will call me the day before delivery and schedule a time-slot.
4/6/2011 Credit card charged for my order
4/11/2011 @ 12:00 Day before delivery - still not heard anything. Called them up and asked about the delivery. Was then told, "no, it's not coming tomorrow - it's on back order".. When is it coming back in stock? Not sure said the agent. Why didn't you notify me? You should have got an email notification she said. I checked my email/junk email etc - no email from Best Buy. Really upset that they hadn't notified us, but decided to hang up and talk to my wife and see what we will do.
4/11/2011 @ 12:30PM 30 minutes later I got a call from BestBuy Delivery department. "We're calling to schedule a delivery for tomorrow". "Are you really sure?" I asked the lady. Just talked to someone that said it was on backorder. Was put on hold and after 2-3 minutes I was told..."You are correct sir". My apologize. Told her nicely that they really should improve their procedures. Notify customers properly and don't call and schedule delivery for items you don't have - pretty fundamental stuff IMHO.
4/11/2011 @ 1:00PM Another ~30 minutes later I got email from BestBuy, rescheduling my delivery for 5/2/2011 (another 3 weeks wait, 6 weeks from my initial order). Was NOT happy about this...
4/11/2011 @ 7PM Went to the local BestBuy store and looked at other models. Talked with the local sales rep. He checked on the computer and said that he didn't think that the model we ordered will come back in stock. But he couldn't get me anything similar for the price we got online.
3/21/2011 Called the 1-888 number and talked to a sales rep. Told the whole story and what the local sales rep had said. She checked in the computer and re-confirmed that our deliver will be on 5/2. No need to worry. (6 weeks from initial order!) Didn't want to make a decision on whether to cancel the order or not at this point so I hung up.
4/11/2011 - 4/20/2011 We were NOT happy with the prospect of having to wait another 3 weeks so we looked around for other fridges at various places, online, local stores etc etc - but could not find anything similar for the price we had got for the unit we ordered from BestBuy.com. Finally decided to stick with our order - even though it was a royal P.I.T.A. to wait 6 weeks for a fridge.
4/26/2011 Decided to call and double-check the status of my order. The lady said that it's fine - no comments or notes in my order - it should be on track for delivery 5/2/2011. I explained my situation, that we've been without fridge for 5+ weeks and I really wanted to make sure we get a fridge next week. She put me on hold while she called the distribution center. Got back to me within a few minutes and said, sorry, it's a discontinued item - we will not be able to get that item. Are you serious, I asked - why didn't you notify me about this? She couldn't answer - of course.
She canceled the order
I asked if she could get me an equivalent model for the same price. She said she would have to connect me to a sales person...
Got connected to a sales lady (Isabelle). Explained the story. Told her the story and asked if she could get me an equivalent model for the same price. Checked on BestBuy.com and saw that a new model, RFG297HDWP, was introduced to replace the discontinued RFG297AAWP model. But the price of that one was $2499 (no sale). She could not give that model to me for the same price.
Asked to talk to her manager. Put on hold for 5 minutes...she came back and said that she would transfer me. beep, beep...got disconnected
Called back to the main 1-888 number and asked to talk to Isabelle. The lady at the main switchboard could not direct my call to a specific agent..had to get another lady. Explained my story again..and finally convinced her to talk to her manager. Was put on hold for 20-30 minutes before I got through to the manager. Explained the whole story again. He apologized for the problem with the order, but said he could not offer me a replacement for the same price. I had ordered an "outlet item.." The best thing he could do was to give me $150 off on any other fridge that I wanted. Told him that they Best Buy had screwed up - it wasn't my fault that the item was out of stock. You happily took my order, charged my card, and confirmed the delivery (twice). Still you can't deliver anything to me. Told him that they should offer me the next better model / replacement model for same price. He would not agree on that. Insisted on the $150 off. Told him that I rather take my business elsewhere where they appreciate their customers. Hinted to him that he could talk to his manager and give me a callback within a few hours if they changed their mind.
4/26/2011 Went to a local store and bought a fridge.
Never going to buy anything again from Best Buy!
Recommended:
No
What product did you purchase or try to purchase? Samsung RFG297AAWP
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