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New Member
Posts: 2
Registered: ‎09-12-2017

Customer Service - Appliance Delivery

I'd normally never file a complaint, however the customer experience I've received from Best Buy related to a recent appliance order has been horrible.

 

I've had to contact them 6 different times and have still not been able to reschedule my appliance delivery.

 

Some background:

 

1) Received email the day after placing my order letting me know one of the appliances I ordered was on backorder - an annoyance since the site said it was in stock, but I understand.  The email said I needed to contact customer service to reschedule my delivery. I had already scheduled my deliveries for nearly a month after the initial order was placed and assumed that would be plenty of time to ensure all products were in stock.

2) Call customer service to reschedule my delivery and spend half an hour on the phone with her while she tries to figure out how to reschedule one delivery without impacting the other appliance, she finally does so and advises me that the appliance would not be available until mid-October, over 2 months after the original order placement. She advises me that if I want to cancel that order, it will cancel out all of my appliance orders/ deliveries. She said I'd need to call back after everything else was delivered to cancel the one item.  I set the delivery date for mid-October.

3) Receive an email one week prior to the non-backordered item is to be delivered saying that the other appliance came in early and would be available sooner for delivery. Call to reschedule to that week and am told they need to transfer me to warehouse to arrange it. They transfer me and I'm disconnected (this is after yet another 30 minute phone call)

4) Call back next day to arrange delivery, they advise me they can't adjust one appliance without affecting the other appliance delivery. I asked how they were able to do that before, and they said they weren't sure - to hold and they'd see what they could do. Get hung up on.
5) Call back yet again, and they explain they can't change the delivery date on one of the items without the other (again, this doesn't make sense to me) and that I'd need to call the day of delivery of the other item to get it resolved.

6) Call back the day the other appliance is delivered and am told that because it was the same day, the system has not been updated and that I'll need to wait until the following day to call back and adjust the delivery date. I advise the woman I was speaking with that I will be in flight and not able to get on another 30 minute phone call to try and resolve this, I explain that this is the 5th time I've called to try and resolve this, and ask her to just schedule it for Thursday, 9/14 from 8am-noon.  She says she will do that and just call back to leave me a voicemail for confirmation.

7) No voicemail from customer service rep, login to check delivery schedule and it is set for the end of September.

8) Have been on hold for half an hour trying to change delivery date, as I have not been able to adjust delivery date online at any step of this process.  Still not sure when I will have the appliance and have an angry tenant without a stove.

 

This is totally unacceptable, I have been a cardholder with Best Buy for years and this is without a doubt the worse customer service experience I've ever had. I've wasted hours on the phone trying to get this resolved, taken time off work for multiple delivieries and have yet to get this resolved.

 

Posts: 4,788
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Registered: ‎01-21-2014

Re: Customer Service - Appliance Delivery

Hello ayekels87,

 

Finding the right set of appliances can be extremely tricky when factoring in color, size, preference, cost, and other variables, and while I’m glad to hear you were able to find exactly what you were wanting, it’s discouraging to hear delivery isn’t going as smoothly as possible. That service should make things less stressful for customers, and after reading your post, it sounds like it’s been nothing short of a nightmare!

 

For whatever reason, we should be notifying you should we need to push back a delivery date via email or by phone. It’s clear to me something went awry if we weren’t able to then stick with the new agreed upon date, and I apologize if we’ve been than less clear as to what’s going on. We should never let our customers in the dark as to when to expect their purchase, so to help, I took the liberty of pulling the information provided when registering for the forum to locate your delivery order. It seems I may need some additional details from you to find it though, so please be on the lookout for a private message heading your way shortly. You may view it by logging into the forum and clicking on the envelope icon in the upper right-hand corner of the page.

 

Thanks for posting,

Alexandra|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎09-12-2017

Re: Customer Service - Appliance Delivery

To add insult to injury, I finally got the delivery scheduled a week after I intended, and they're now (so far) 2.5 hours after the 4 hour delivery time.

Posts: 4,788
Topics: 248
Kudos: 195
Blog Posts: 11
Solutions: 230
Registered: ‎01-21-2014

Re: Customer Service - Appliance Delivery

Good morning, ayekels87,

 

Thank you for providing me with that update for your appliance delivery. While I’m glad your range was ultimately delivered, it is discouraging to hear it happened much later in the day than estimated. I have also received your recent private messages, so please know I’ll be following up with you shortly via that communication method to discuss this further.

 

Sincerely,

Alexandra|Social Media Specialist | Best Buy® Corporate
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