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Posts: 1
Registered: ‎03-09-2018

Horrifying experience

Maybe this is why retail is dying?


First of all, why can't Best Buy have a customer-friendly way to communicate concerns, like an email address and mailbox? Ridiculous that we have to register for this blog to get someone's attention but since I am on the verge of cancelling my order and asking for a refund, I am compelled to send something to Best Buy management.


My most recent experience was (and still is, ongoing) absolutely horrific.


We purchased a refrigerator (at substantial cost) by placing an order at a local Best Buy retail store (Secaucus, NJ). Other than significant amounts of time wasted because your computers were down for reasons the staff could not figure out, the Best Buy team there was acceptable. The delivery issues we experiencing are unacceptable and if not for being in dire need of the refrigerator we purchased I am tempted to cancel the order and get a refund.


The delivery was scheduled for 4 days after purchase. While not ideal we accepted the scheduled date. (I'll note the warehouse is only 30 min from our residence so why it would take 4 days in the first place is beyond understanding.) The night before the delivery we were called and told the delivery was being rescheduled due to a snowstorm that was in the forecast the following day, yet not one snowflake had yet to fall from the sky. The first flake appeared 8 hours after the would-be delivery time. After mass confusion of various delivery staff on phone from various states (Texas, etc) we were told the new delivery would be Friday, two days after the canceled delivery date and 6 days after purchase. (Again the warehouse is only 30 min from our residence.) When no one showed up on Friday as scheduled we called Best Buy and were told we were not on the schedule for delivery. Now we are being told the delivery will take place on Monday (March 12) then upon additional communication, told that delivery was changed again to next Thursday (March 15), 8 days after the originally scheduled delivery and 12 days after making the purchase. Each person we talked to was blaming someone else for the problem. You have got to be kidding me. You are aware we could but a refrigerator at dozens of other retailers, correct? In the interim I purchased a mini dorm fridge at a cost of another $100 (no, not from Best Buy) because who in modern times goes two weeks without a refrigerator.


If there is one more mix-up, one more change in delivery or one more incompetent person I need to deal with, I will cancel the order and take my business elsewhere.



Posts: 671
Topics: 7
Kudos: 48
Solutions: 31
Registered: ‎10-19-2017

Re: Horrifying experience

Good Afternoon, christinep206,


I’d like to take a moment to welcome you to the Best Buy forum community, though I’m sorry to hear that you joined us under poor circumstances.  It sounds like you’ve had a very frustrating experience from the beginning of this order, which is quite disheartening.  I would be happy to do what I can to shed some light.


From your post, it sounds like your delivery was originally delayed due to the inclement weather the recently went through the north east coast.  Due to safety concerns from the weather, deliveries in effected areas were rescheduled.  While I understand frustration about this delay, the safety of customers and employees are taken very seriously. In terms of the appointment you believed you were scheduled for, I’m quite apologetic for any confusion or disappointment. That definitely isn’t an experience we would like for any customer. I’m glad to hear, though, that you are currently scheduled for an appointment.


Using your forum registration, I was not able to find your account or order, but I would be happy to take a further look at that appointment.  For me to do that, can you please send a private message with your order number, phone number, and email address?  You should be able to send a private message by clicking on the blue “private message” button in my signature. Thank you.



Kayla|Social Media Specialist | Best Buy® Corporate
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