Multiple Service Failures from a company that claims to be a reliable retailer
I am extremely disappointed with my recent experience with Best Buy regarding my order for an LG television. What should have been a simple TV purchase turned into a series of service failures involving pricing issues, delivery failures, installation disruptions, poor communication, and a lack of accountability. I initially attempted to purchase the TV online during the Memorial Day sale but encountered issues completing the transaction. By the time I was able to finalize the purchase in-store on May 27, the promotion had ended. I was not clearly informed of the sale cutoff and ultimately lost the opportunity to purchase the TV at the promotional price despite attempting to do so during the promotional period. I was originally advised to pick up the TV in-store. Because I am pregnant and unable to lift a television of this size, I arranged for someone to assist me. After making the trip to the store, I was informed that the TV was not actually in stock. As a result, I had no choice but to arrange for delivery. I was then advised to return to the store again, which was no longer practical since I no longer had assistance available to transport such a heavy item. This is precisely why I selected delivery in the first place. The TV was scheduled for delivery and installation on May 29. I arranged my schedule accordingly and paid for installation services. The delivery never occurred, causing me to miss a planned installation appointment and waste both time and money waiting for a product that never arrived. On May 30, I contacted customer service and was informed that my issue had been escalated and that a replacement order had been submitted. I was provided a reference number and told I would receive a follow-up call or email within 48–72 hours. No follow-up was ever received. On June 2 at approximately 2:00 PM, I called again seeking assistance and specifically requested to speak with a supervisor. Instead of being connected to a supervisor, I was transferred between multiple agents and departments without receiving the escalation I requested. During that call, I discussed both the replacement order and compensation for the inconvenience caused. I was informed that a $60 credit had been processed and was provided a confirmation number. I was also advised that I would receive a follow-up call within three days to confirm receipt of the television and process an additional $40 credit, bringing the total promised compensation to $100. To date, I have not received the promised $100 credit. The initial $60 credit has not appeared, and the additional $40 credit remains unresolved. I was also provided a new replacement order reference number. To make matters worse, FedEx later informed me that they had not yet received possession of the package and advised me to contact Best Buy directly because the item had not been handed over for shipment. This left me with no clear delivery timeline and no reliable information regarding the status of my order. At this point, I have experienced: • Loss of promotional pricing despite attempting to purchase during the Memorial Day sale • An unnecessary trip to the store for an item that was not actually available • A failed scheduled delivery • A missed installation appointment that I planned and paid for • Multiple customer service transfers without resolution • Promised follow-ups that were never completed • Failure to provide the promised $100 customer service credit • No clear shipping status or confirmed delivery timeline As a customer, I expected far better communication, coordination, and accountability from a company of Best Buy’s size and reputation. I am requesting a fair resolution, including: • Completion of the full $100 credit that was promised • A price adjustment or credit to honor the Memorial Day promotional pricing I originally attempted to purchase under • Additional consideration for the failed delivery, installation disruption, unnecessary store visit, and the significant amount of time spent attempting to resolve these issues • A confirmed and accurate delivery timeline Due to this experience, I will be taking my business elsewhere, including Walmart, PC Richard & Son, and Amazon, where I have not experienced these types of issues. This experience has been frustrating, time-consuming, and far below the level of service I expected. While some individual representatives genuinely attempted to help, the overall handling of this order involved repeated breakdowns in communication and follow-through, leaving me to continually chase updates on an issue that should have been resolved much sooner.