BestBuy.Com

[Indyone0514]

Case no. {removed per forum guidelines}.  For some reason, I suspect I was given a bogus no. after what I went through today.  Let's just say it is a lack of trust.  This message is to whomever cares about the customer at Customer Care and the Grand Chute, WI store.  A delivery person told my wife last night that the new fridge would be delivered today between 11:00am and 2:00.  The fridge was not delivered today.  After at least couple of hours on the phone with .com and local, Grand Chute manager Katy finally told me the fridge has not been delivered to their store.  What?  Why would the delivery person lie?  Why didn't he check inventory? Why didn't anyone tell me it would not be delivered today?  Why did I have to waste my entire afternoon wondering if the truck would show up, or not?  Why did I have to miss my daughter's basketball tournament this afternoon?  Now my wife and I need to reschedule the delivery.  Why did Grand Chute manager Katy say they can't track shipments, but later told me they receive deliveries on Tuesdays and Thursdays and that this fridge would not be part of Tuesday's shipment?  I would have been fired for pulling a stunt like this, but I guess the economy hasn't affected Best Buy.  If only someone would have communicated today with a simple, quick phone call.  I know it would have saved ".com Kelly" from being on the phone with me for 75 minutes.  If this message is taken seriously by someone, then I commend you for trying to make Best Buy a better company.  By the way, my online account still states the fridge delivery date is 11/07/09.  Is anyone minding the store? 

[Dorothy-BBY Community Supervisor]

Hello indyone0514 -

Jacob, one of our Community Connectors, will be reaching out to you regarding your refrigerator delivery concern.  I appreciate your continued patience!

[Indyone0514]

Update:

I was told this morning that the refrigerator is at the Grand Chute Best Buy, which is a fifteen minute to my house.  Manager Mickey explained to me that the drivers are already scheduled today and tomorrow so they can't deliver the refrigerator, unless someone cancels.  That is unacceptable.  Best Buy needs to hire a third party delivery company if the local store is unable to make the delivery by noon tomorrow.  The delivery person scheduled last week's delivery last Friday at 5:00 p.m.  Why isn't the same thing able to happen?  The excuse I also got was, "the refrigerator just showed up today."  That's good news - now you can deliver it.

Best Buy originally confirmed a delivery date of November 7.  Now the unit is in Appleton and I'm last in line.  This doesn't make sense.  Best Buy has had my money for over two weeks and the unit is fifteen minutes from my home!  Are the deliveries today and tomorrow backed up a week?  Probably not.  Also, bestbuy.com now shows a confirmed delivery date of November 21.  Bizarre and disappointing to say the least.

[Jacob-BBY Community Connector]

Good evening, Indyone0514.

It was very disappointing to hear that we missed a scheduled delivery for your refrigerator.  I think it goes without saying that we always want to perform the best we can.  It benefits all parties when you get your fridge delivered, on time.

I have taken some time to research exactly what is going on with your delivery.  I spoke with Nikki, the customer solution manager, at the Appleton store.  The fridge is considered special order and is not stocked at stores.  To be honest, the problem in my eyes is from setting incorrect expectations with your delivery date.  It should have been known that the item is special order and needs additional time to be ready for delivery.

In my conversation with the delivery store today, I discovered that there are three fairly unique situations going on that are causing the store to be behind on deliveries.  The biggest impact is they went from delivering for just their store to delivering for two additional stores that just opened.  At the same time, one of their drivers is out on an unforeseen leave.  Tie that in with regulations on how long drivers can be behind the wheel and I can see how they are struggling.  I know these factors shouldn’t matter to you, the customer – but, I think it should be known that there are sometimes things that happen outside of our control.

Nikki said she would work hard to schedule the delivery sooner than the booked 21st appointment.  The store will contact you with any news of an earlier date.  In regards to this unfortunate situation, I have sent you a private message.  To read it, please make sure you are logged in and then click the envelope icon in the upper right of this page.

Regards,

[Indyone0514]

Special order or not, the website did not indicate special order and confirmed a delivery date of 11/07/09.  Right now the unit is 15 minutes from my home.  Delivery between now and 11/21/09 is unacceptable.  Best Buy delivery truck and driver issues is not of my concern.  A better choice to resolve this customer issue would to call a local delivery company this morning and delivery the appliance today.

I can't imagine what we would have done if we didn't have a refrigerator in our house.  One of the reasons I chose this refrigerator was that I would have at my house by 11/07/09.  Now we have to plan around entertaining our guests and we need to make preparations for Thanksgiving.

[Nokia]

If a third party was called, and they damaged your home, BB would not be liable for the damages.

[Indyone0514]

I am not calling a third party.  Delivery is Best Buy's responsibility, which is included in the purchase of the refrigerator - which I've already paid for.

[Nokia]

Yes, I understand that. You are suggesting the store use a third-party delivery service. If they did this, and the service damaged your home, you'd have to deal with them, whereas if BB delivers it, you deal with BB.

[Indyone0514]

Update: Refrigerator still not delivered, even though it has been at the local Best Buy since November 12. Did I mentioned Best Buy had already charged my credit card back on October 16? Must be nice to collect interest for a month before the product is delivered.

[Indyone0514]

I forgot to mention that local manager Nicky has not returned my call from last night.  I'm sure she has another list of important excuses.  I've been a loyal BB customer for many years.  What in the world is going on?