Lastman's Bad Boy Superstore

Unfortunately, this was my first and LAST purchase from Bad Boy. Initially, I was impressed with the store: The salesman took a great deal of time to search out an appliance to my very specific requirements; the price protection policy seems exceptional; the “solid gold” warranty (as explained by the salesman) seemed exceptional. I can’t speak to any warranty issues at this point, since I can’t even seem to get anyone to respond to the delivery issue! If trying to get a response from the delivery issue service department is any indication, I’m already dreading the day when I may have a warranty issue. Never mind that the appliance did not arrive in the warehouse, from the manufacturer, on the date promised (I’ll go ahead and blame the manufacturer) and therefore was delivered much later than promised. Never mind that the delivery team was in speed mode and when I asked about the handles, the fella pointed to a couple of boxes on the floor and says, “They’re in those boxes”. When I ask “How do I put them on?”, he says “Don’t worry, they’re easy to put on.” Seriously? Never mind that I’m fairly certain the refrigerator I ordered HAD handles on it. I don’t recall any notation saying “some assembly required”. One wouldn’t expect to need an “alan key” when purchasing a refrigerator! Why does Ikea come to mind – a store known for its products requiring assembly? But never mind all that, because you have 3 days to report any issues regarding your newly delivered appliance. So, on the day of delivery, I call the store to report my issues: faint scratches and small dent on freezer door; freezer handle doesn’t fit flush to the door and keeps falling off; French doors don’t line up. The store tells me to call the delivery department. I call the delivery department and they tell me to talk to the service department. To make a long store shorter, I’ve now left 4 messages on 4 different days. I just called the store in Burlington, where I purchased it and explained that the hold times are very long and an option is given to leave a message, so I do, but no one has returned my calls. The gal at the store suggests: “No offense, but perhaps you could leave your phone on speaker and do other things…so you wouldn’t have to leave a message.” Seriously? Apparently, at Bad Boy, the onus is on the customer to ensure good service, when it should be the other way around. I asked for the store manager but the gal said “this isn’t really an issue for the store manager”. Well, I beg to differ! It absolutely affects the manager at store level because overall customer satisfaction trickles down to store level. When I made my purchase at Bad Boy, I informed the salesman that I needed more appliances, 5 in fact. As a result of the poor post-purchase service I’ve received, I’ve just this week purchased 3 of those 5 remaining appliances from another company. So yes, it is an issue for the store manager – his store just lost 3 major appliance sales for sure, with a loss of another 2 imminent. That’s not good business Do I expect the store manager to solve the issue? No, of course not. But I do expect him/her to be interested in an issue that WILL affect the store’s bottom line. That’s just good business. On a final note, I can’t say that I’ve ever dealt with a company that makes no apology for its inefficiencies. Neither of the 2 people I actually spoke with, offered an apology for MY inconvenience. Instead, they seemed to suggest the fault was with me. Really Bad Boy? Really? Don’t bother asking me to email the “social” address or whatever. I think I’VE done enough - I made a purchase from you in good faith. What have you done for me? I might be left with a sub-standard product that I paid close to $2000.00 for, but on a positive note, I’ve learned where NOT to shop.
Post script: Just this moment got a call from a gal at the store, telling me to call the manufacturer!!! The appliance has only been in my house for a week today and I’ve left messages on FOUR of those days. Wow. I guess if they don’t return your calls in the 3 day delivery period, they figure they’re off the hook? Sorry Bad Boy, it doesn’t work that way. I guess my next step is to, file a complaint with the Better Business Bureau? I’ve NEVER had more buyer’s remorse than I have right now. UNREAL.