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New Member
Posts: 2
Registered: ‎07-10-2017

Delivery Issues with No Current Fix

I am so frustrated.. I was supposed to have a new dishwasher installed today between 7-11am, so I made arrangements for someone to be there to see it through. 

At 11:30 when no one had called or showed up I called the 1-888-Best-Buy number to inquire.. And after being transferred to another number, where I was left on hold for 20 minutes only to be told that it should be here today, and I should receive a call before it arrives. I asked if there was any estimated time at all, to which she responded she had no idea- but did I want the number of the third party that would be making the delivery and installation. 

Again - frustrated, I asked for the number.

I called the third party - XPO, only to wait again on the line for another 20 min (it was a very uncomfortable call by the way..) and find out that I don't have a technician scheduled for my delivery. And it would have to be rescheduled. I asked why there is no one scheduled when I received a confirmation call, and who is responsible for rescheduling me? And why has no one bothered to call me and tell me that no one is coming? He tells me that it is Best Buys fault that this has happened and they should have scheduled me a technician. And tells me I should receive a call within 24 hours..

 

Very upset now, I call Best Buy back to find out why this has happened and what will be done about it. The woman is the same person I spoke too the first time I called.. she tells me she will escalate this to management and I should receive a call within an hour. That was 3 hours ago and i have heard nothing.

 

At this point I don't know if I even want the dishwasher, I'm tempted to purchase it elsewhere.

I don't even know that I want XPO coming to my house... 

I don't need finger pointing about why this has happened, I need my dishwasher installed. And it comes down to I purchased it from Best Buy and they are responsible for seeing it happen in a professional manner.

When I walk into Best Buy I definitely expect a higher standard from them and this is just not it.

$700 for a dishwasher and I don't even have an installation date, and I cant get someone worth talking to on the phone.

What do you even do at this point??

 

I'm just so frustrated!!

Posts: 7,920
Topics: 81
Kudos: 331
Blog Posts: 47
Solutions: 327
Registered: ‎09-29-2008

Re: Delivery Issues with No Current Fix

Hi ShannonRJensen,

 

Thanks for taking the time to post this to our forum, and I am honestly sorry if we did not get this dishwasher delivered on the date it was originally scheduled to be. Simply put this should not have been your experience with us, and we should never be placing blame on anyone other than Best Buy.

 

I do see a case manager from our Geek Squad Customer Care team is addressing this. I show they got this rescheduled for the next available delivery date of Friday 7/14/2017 between 8am-12pm. I see they called you to advise you of the new delivery date, but got your voicemail. They should have left a message with their contact information. If you do need assistance with this please contact your case manager going forward. I will check on this on Monday 7/17/2017.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎07-10-2017

Re: Delivery Issues with No Current Fix

Allan,

 

This hopefully IS handled- but sadly its only handled because after over 24 hours of no response or callback from anyone whatsoever.. we reached out directly to the Manager of Appliances at the store where I bought the dishwasher to cancel the order.  (I dont know who this case manager you are referring to is, but I have not heard from them. There are no missed calls or voicemails on my phone.)

It turned out to be the same person that had sold me the dishwashed and he was both upset and eager to make it right.

 

It turns out that it appeared to have already have been rescheduled- which is ridiculous because I had not been contacted at all to see what works for me and I am away at a conference.. (thats no way to do business)

But we were able to work out a time a family member could be there Friday.

 

He has given us his direct number just in case something goes wrong again Friday and is looking into this further directly.

I do trust that he is doing his best to see this through, but doubt I will ever purchase something like this from best buy again.

Posts: 7,920
Topics: 81
Kudos: 331
Blog Posts: 47
Solutions: 327
Registered: ‎09-29-2008

Re: Delivery Issues with No Current Fix

Hey ShannonRJensen,

 

I can promise you that there is a case manager assigned to your concern, and they clearly wrote in their notes that they called you and left a voicemail. This case manager most likely scheduled you with the soonest available date, then called you to make sure this date worked for you.

 

I'm glad to hear this store manager was able to take care of you, and that they gave you their personal phone number for you to call this Friday in case there were issues. Once again I will check on this on Monday 7/17/2017.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Highlighted
Posts: 7,920
Topics: 81
Kudos: 331
Blog Posts: 47
Solutions: 327
Registered: ‎09-29-2008

Re: Delivery Issues with No Current Fix

Hey ShannonRJensen,

 

I looked at your work order and it looks like we completed this on 7/14/2017. I am sending you a private message with additional information. To check your messages log into the forum, and then click on the letter icon in the upper right-hand corner of the page.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!