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Registered: ‎07-15-2017
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Another Horrible Experience - No Delivery, No Calls, No Respect

And yet here's one more example of how horrible XPO Logistics is with NO customer service!!  After reading so many threads of similar experiences, one would think Best Buy would get smart and find another company for installations.

 

I had a dishwasher delivery and installation scheduled for today between 8am-12noon.  After 3 calls so far at 12:15, 2:30 and 4:00pm, I keep getting the run-around (besides the nasty attitude of the phone reps) that my delivery is still on the way today.  When?!!!!  It's now 6:00pm and still no call, no nothing.  I will try them one more time, but seriously I doubt they will show up at all or even give me the courtesy of a phone call.  The excuses started just after noon with them being "a little late."  6 hours late?!!  This is beyond ridiculous!

 

I can promise I will not go through the horror that everyone else in this forum has had.  If they don't show today, I'm not rescheduling.  Best Buy can refund the purchase and lose a sale.  I'm sure Home Depot or Lowe's or another provider would like my business if Best Buy doesn't.

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Posts: 4
Registered: ‎07-15-2017

Re: Another Horrible Experience - No Delivery, No Calls, No Respect

UPDATE: Absolute worst customer "non"-service experience ever!!  I was just strung along all day with lies and empty promises by the XPO team on the phone.  All the way to nearly 9pm when they said the tech was still on the way and going to be calling me soon and to "hang in there."  It's the non-stop lies all day that are the worst.  And when I called back after 9pm, I learned from a voice mail that the office is closed and not open again until Monday.  Not 1 phone call from the service team all day - I had to call them each time for more lies.

 

Best Buy's reputation is suffering horribly from these many bad experiences on this forum.  Apparently they don't care about their business to let this go on so long.  I know I'm completely done.  I refuse to reschedule and put myself through this any longer.  They have lost another customer.  Even the store lied when they told us the installation would be done by the Geek Squad - it's not.  It's outsourced to this horrendous XPO Logistics.  This order will be cancelled and purchased from a better competitor instead.  After 14 hours of lies, I can't trust them to fix this.  Best Buy is anything but what their name suggests.

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Posts: 4
Registered: ‎07-15-2017

Re: Delivery FAILURE

Had a very similar experience in NYC as you did yesterday. If the delivery company was called XPO Logistics, I've learned to ask first and if it's them, run for the hills! I refuse to ever deal with them again after 6 phone calls (all that I made as they never gave me the courtesy of a phone even once) and my delivery window was 8am-12noon. After the final call at 9:20pm, I learned the office was closed and not open again until Monday. The dishwasher I ordered is going back and the business to someone else!
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Registered: ‎04-18-2017

Re: Another Horrible Experience - No Delivery, No Calls, No Respect

Welcome to the Best Buy forums chantellgreen07-

 

It is very upsetting to read you were placed in this situation by our 3rd party company XPO.  If I were placed in a similar circumstance you can be sure I would be reaching out of help to get these items delivered also.  Our contracted companies should be doing their best to stay in contact with their customers, while being professional, to provide accurate estimated arrival times, but if you received anything different we are very sorry about this! 

 

I was able to locate your order using the email provided when you registered for the Best Buy forums, I saw the phone call you made was at 3pm for your 8am-12p time slot, and it appeared they were very busy that day where they asked you for their patience until the driver’s arrival.  If this appointment never arrived, I would be unsure of the reasoning, but I was seeing Saturday also booked for an appointment.  Did this Saturday time slot ever get fulfilled, or did you cancel this order?

 

If you haven’t cancelled and you still have not received your delivery, please be sure to message me back so I can escalate this order to the appropriate support teams.  We would like to apologize for this experience, and please let me know where this order is currently sitting so I can be of further assistance to you.

 

Sincerely,

JJ|Social Media Specialist | Best Buy® Corporate
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New Member
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Re: Another Horrible Experience - No Delivery, No Calls, No Respect

Hello JJ,

 

I actually made a total of 6 calls throughout the course of Saturday the 15th to XPO - the last one wouldn't register since it was just after 9:00pm EDT which informed me their offices were closed until Monday.  

 

Truly, the worst part is all the lies.  If they weren't going to delivery the dishwasher, they could've just told me earlier in the day and spare me waiting around and wasting a day.  As for the Saturday appointment you mentioned in the system, the only appointment I had on the 15th was for the delivery and installation.  And, to add insult to injury, I found out around the 4th call (somewhere around 6pm) that I was defiintely going to get the delivery "at some point" that day because they could see I was 10th on the list.  10th on the list?!!!  In what realm of all common sense does "10th delivery of the day" equal a time slot of 8am-12noon?!!  Why bother to have delivery time slots at all?

 

The part I don't understand is why Best Buy isn't fixing the problem. A company of this size and reputation shouldn't tolerate this, and it's very clear from this forum, that I'm far from the only one experiencing this unacceptable lack of service.

 

In this situation, I'm actually the tenant and it was my landlord who placed the order, but we have since cancelled the order (on Monday) with Best Buy and will be ordering a dishwasher from another provider and installer.  For the sake of Best Buy, I hope their management will finally start paying attention so they don't continue to lose business.

 

Thanks, Chantell

Posts: 795
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Registered: ‎04-18-2017

Re: Another Horrible Experience - No Delivery, No Calls, No Respect

Hello Again Chantell-

 

With the amount phone calls made to be reassured the dishwasher was still arriving, only to find out this dishwaswer was not going to arrive that day, would be enough to frustrate anyone.  This is an experience that is disappointing to hear about, to say the least.  We truly appreciate all of your feedback, and we are saddened to hear this experience ultimately led to your landlord cancelling the order. 

 

With regards to the situation you endured, I will be documenting your feedback at the corporate headquarters.  It's with valuable posts like yours were we can only hope to improve the customer service for the better.  Thank you for all the time you took calling XPO, but more importantly, for writing with us here on the Best Buy forums!  Let us know if we can help you out with anything in the future. 

 

Have a good night,

JJ|Social Media Specialist | Best Buy® Corporate
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