My husband and I purchased a Kitchen Aid oven; gastop cooker; range hood and refrigerator from Best Buy on October 31. They promised delivery and installation on Sunday, November 22 (four days before Thanksgiving). We paid over $7,200 to Best Buy on the date of sale: October 31.
Best Buy did not contact us prior to the delivery date to provide an up-date on the scheduled delivery time, as they had informed us they would. I called their delivery service number and waited on hold over 45 minutes on three separate occassions to speak to a representative. As described below, the hold time did not result in any satisfactory customer support.
Each time I spoke to a representative, Best Buy's story changed. Originally, I was told that delivery had been scheduled but that the time was unknown. Several hours later I was told that delivery had not been scheduled, but was being "added on." Later, I was told to call back within 30 minutes for information on the scheduled delivery time. Ultimately, I was told that delivery would be made at 6:30 p.m. and that installation would not be available. My husband, two 1-year-old twin girls and I had waited in all Sunday for the delivery of the appliances, for which we had paid Best Buy over three weeks earlier. Delivery never occurred.
On Sunday night, after having had $7,200 of our money for over three weeks and not having provided any goods or services, Best Buy informed us that installation had not been input into their system and that it would be an additional charge. My husband and I made arrangements to speak to a store manager on Wednesday about the situation.
The store manager said "sorry" for the confusion. Installation had not been input into the system by the sales representative (although we had been told that we had purchased installation at the time of purchase). He offered to provide installation for "free" and schedule delivery...again.
We asked Best Buy to immediately refund the money that they had been holding for over three weeks in order to make our purchases at a local appliance store that provided the same product and better service for a reduced cost. Best Buy exhibited exactly the kind of poor customer service that we should have anticipated from a large box store. I will never shop there again.
Product or Service Mentioned: Best Buy Installation.