11-16-2011 11:59 AM
I purchased a refrigerator on Oct 10, 2011. The website said 3 - 5 day delivery on the website but when I checked out, it would only let me pick a delivery date of Nov 11, 2011 or later. I chose the 11th. On the Nov 10th, I logged on to see the status of my delivery but the website said "delivery Date not available; contact Customer Care at 1-888-BEST BUY".
No problem (or so I thought)....
Called Customer Service on the 12th but was told they couldn't do anything for me because they couldn't get into their "system" but I would receive a call within 2 business days arranging delivery.
Nov 14th - Received a call from BB.COM who told me to call my local store to arrange for delivery. Called my local store(s) but they couldn't help me, I needed to call BB.COM. Did that but was told their system was down and to call back tomorrow.
Nov 15th - Called BB.COM "Delivery" but they couldn't reschedule the delivery. It must be "Installations" problem so I'm passed to "Installation" but they don't have my workorder so I'm passed back to Customer Service who struggles for 20 minutes before trying to pass me back to "Delivery". In that 90 minute conversation, I talked to no less than 6 different departments/Customer Service agents. Solution? Call my local store and arrange for delivery because they can't do anything for me.... So, I call my closest store, talk to them for 30 minutes before they notify me that it is actually another store in town that does the deliveries. So, I call them but after 30 minutes with them, their system "must be down" too because they can't figure it out. "Please call back tomorrow". Seriously, over 2 hours on the phone and no one can figure this out?
Nov 16th - Called the same store but they still can't reschedule my delivery but they don't know why the system won't let them do it. I told them I'd pick the bloody thing up, I NEED a refrigerator. Another 40 minutes on hold, managers' interaction, and still nothing!
I am beside myself with this one! I should probably wait to even post this until after I get some sort of resolution because I'm SURE it's going to get even more interesting (read:mind-blowing stupid) before they figure it all out.
How do we as a society get ourselves so dependent on technology that we can't simply override it?!?!?
11-16-2011 02:08 PM
Welcome to the forums!
You've been waiting over a month to have your purchased refrigerator delivered? I agree that I would be considering alternative options too if I was in your position. Thank you for escalating your situation to us and I'll do my best to help.
I'm very sorry that you have been bounced around for extended lengths of time in hopes of getting a resolution to no avail. I was able to find your refrigerator purchase information and have conveyed your situation to the upper levels of store management. At this time, I cannot guarantee an outcome, but as soon as I have any updates, I'll let you know through private message. To view private messages, click on the envelope icon while logged into the forums. If you have anything else to share, you may post here or send me a private message.