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New Member
Posts: 5
Registered: ‎03-14-2017

Delivery issue

I ordered a refrigerator on 3/7/17. Delivery was scheduled for 3/11/17 8-12. Then it was rescheduled for 3/14/17 8-12. The first reschedule was because the online order kept telling me I needed to schedule a delivery. I had an email confirming my delivery for today 8-12pm and that someone would call with a more specific time. I checked my order status online this morning and it was out for delivery. This afternoon it went to a back order status and then to a you need to schedule appointment. I spent well over an hot tying to get an answer. One person said fridge was on back order. Online shows he water installation kit is on back order. Customer support couldn't get in contact with the driver. 4pm today I speak to Shawn the manager on duty at the store and he states the delivery lift is broke. I asked how this just occurred and I couldn't be notified. He states it's been broke for over 1 1/2 weeks. I said so you've scheduled my delivery twice and it wasn't even possible. He said the driver should have contacted me. I asked if he knew this as a manager why he hadn't followed up to make sure all the deliveries had been notified of this. I've now missed 2 days of work trying to get my refrigerator. The best answer I got was to reschedule the delivery for a week out or pick another item in stock. How is an in stock item going to resolve the delivery lift being broke?  There has been no favorable resolution. 

Posts: 7,534
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Registered: ‎09-29-2008

Re: Delivery issue

Hey irate1983,

 

After two missed delivery appointments for this refrigerator I don't blame you at all for being upset with us, and I honestly apologize for this. I can't agree more that picking a different unit won't help get it delivered if their lift on the truck is broken. I did look into this and show we are scheduled to deliver the refrigerator today 3/15/2017. Did this get delivered today? Do you have any specific requests of me?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎03-14-2017

Re: Delivery issue

I am home right now waiting on this delivery. I have been told twice that the driver would contact me with a more specific time and this has yet to occur. I assure you if the delivery fails today I will cancel the order and never buy from Best Buy again
Posts: 7,534
Topics: 80
Kudos: 275
Blog Posts: 45
Solutions: 318
Registered: ‎09-29-2008

Re: Delivery issue

Hey irate1983,

 

I have to assume it will happen today, as I can't imagine after all this them not completing this delivery again. I do show you’re scheduled to have this delivered between 4PM and 8PM today so we still have a good amount of time for them to show up. I'll check on this tomorrow.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎03-14-2017

Re: Delivery issue

Well I called the guy who called me last night and he had the driver call me. Driver said they were a little behind but it would be a little after 6. It's now 6:30 and I'm still waiting. Another wasted evening and I left work early to make sure I'd be home
Posts: 7,534
Topics: 80
Kudos: 275
Blog Posts: 45
Solutions: 318
Registered: ‎09-29-2008

Re: Delivery issue

Hey irate1983,

 

I looked at your work order and I show the refrigerator was delivered yesterday. If there is anything you still need from us please let me know.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎03-14-2017

Re: Delivery issue

I'm definite I paid for the new water line kit and for it to be installed. But I still have the same copper water line that I had on my fridge before
Posts: 7,534
Topics: 80
Kudos: 275
Blog Posts: 45
Solutions: 318
Registered: ‎09-29-2008

Re: Delivery issue

Hey irate1983,

 

If you paid for a new waterline to be installed we should have done that, but I don't actually see you paid for this installation service. I do show you paid for a new waterline kit to make sure the delivery team has what is needed to connect the refrigerator to the existing waterline. Did the delivery team not use this kit to connect your refrigerator to your existing waterline?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎03-14-2017

Re: Delivery issue

As far as I can tell they did not
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Posts: 7,534
Topics: 80
Kudos: 275
Blog Posts: 45
Solutions: 318
Registered: ‎09-29-2008

Re: Delivery issue

Hi irate1983,

 

Thanks for the update. 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!