05-17-2009 03:08 PM
Solved! Go to Solution.
05-17-2009 03:33 PM
I am afraid you will not find any help here TODAY. The moderators are usually not here on the weekend.
05-17-2009 04:19 PM
05-17-2009 04:40 PM
05-17-2009 05:22 PM
05-18-2009 11:41 PM
So I spent an hour on the phone this morning between the Customer Fulfillment department and the Customer Resolution department (I think that's what they called it). Customer fulfillment dept. did nothing other than confirm the unit was marked as backordered, and then referred me to the other department. That rep was actually more helpful and couldn't understand why they took so long to notify me of the shipping delay - his job must be to placate and calm down angry customers because he was good at it. He said he sent an email to Maytag asking them to expedite the order and also sent an email to the store where I purchased it for them to follow up on it and to keep me updated on the delivery. I also told him I was a little more than upset that my BB card was already charged when the item hadn't shipped yet - I told him that when I saw the charge I thought that was a sure sign it was on it's way to me. He said that's what usually happens, and was apologetic yet again for their error. He told me he could contact the store and find out why they did that - that it shouldn't have been charged until it shipped - but warned me that if they removed it from my account it might very well wind up cancelling the order, so he suggested I waited until the fridge got here before I had them adjust that charge date. ( I have no payments/interest for 18 months so I won't owe anything in the meantime, but I don't want my 18-month clock ticking until I actually HAVE the darn appliance in my house, or it's actually on it's way at the very least)
After speaking to the CR rep, I phoned Maytag myself to get confirmation I wasn't being railroaded by Best Buy and lo and behold there are 30 of my fridge models in stock and ready to ship...they are NOT backordered!! All Bestbuy has to do is phone Maytag themself and get it shipped from a different warehouse!! If it weren't for the 18 mo. no interest/no payments, I would have cancelled the order with Best Buy and ordered it directly from Maytag myself today.
05-19-2009 05:23 PM
05-20-2009 01:23 PM
Good afternoon taximomuv3 -
Having a fridge that is dying is never a good thing, and I can understand your need to get a new unit prior to departure on your vacation. It dismays me that you have run into such roadblocks when trying to purchase a new unit. Please allow me to shed some light on a few of the questions you have posed. I happen to know a bit about Special Order units after being an Appliance department supervisor for 5 years.
When you place a special order on an appliance, the Retail Ordering System (ROS) should prompt out a minimum of 3 -4 weeks for the unit. All special order appliances are considered "back-ordered" when purchased. The inventory team receives a report daily notifying us of the status of said special orders, which are generally given to the Appliance team. Once the unit is off backorder, the Appliance team is supposed to notify the customer and move the date up, if possible. By monitoring those reports, the team should always know the status of the units in question. While I cannot explain why the store failed in this process, rest assured I will be addressing this discrepancy.
As far as the charge for the product, anytime you make a purchase in the stores, the purchase is automatically charged to your method of payment. Online is a bit different, as in the purchase is not charged until either the product ships or there is a pickup in the store. This is why your credit card would already reflect the charge.
I would like to partner with you and see what I can find out about why there is such a delay on the unit. I am sending you a private message with further details. To check your private messages, first ensure you are logged into the forums, then click the envelope in the upper right hand corner.
Best Buy® Corporate
05-20-2009 04:20 PM
I am happy to report that I just received a call from the store where I placed the order telling me that the refrigerator just arrived in the warehouse and will be scheduled for delivery the day after we arrive home from our trip. It would have been nice to get it on time, but a week late is better than a month, so I will consider this a successful resolution.
Thanks for all the help!!
02-23-2010 03:23 PM
Agreed. The delivery experience is terrible. I'm on hold now with customer service. Today the delivery guys messed up our third delivery attempt. Excuses, excuses.