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Posts: 2
Registered: ‎08-12-2017

Item did not show up on truck and nobody can give us a new delivery date

On August 10th we received a large order of kitchen appliances that was delivered on time.  Except that one item that we were expecting, a gas stovetop, did not arrive.   However, we had been checking the order status right up to the day before delivery, and it still showed that the stovetop was going to be delivered.  

 

(Also, the delivery guys initially refused to unpack the appliances but eventually agreed to do so).

 

It's now two days later and despite numerous calls to the Best Buy customer service number and our local store, we still can't get anybody to tell us when the gas stovetop will be delivered.   We've been working with the applicance manager in the store who has repeatedly told us he will "get onto it right away" and let us know the new delivery date.  But so far nothing.  The corporate customer service person told us that the item was backordered, and that the call center cannot arrange for a new delivery date (in other words they were essentially useless). So we are left having to deal with the local store - which is fine but most of the team the sales people there are on the floor dealing with other customers so it can take a long time to track somebody down.

 

I guess I'm surprised and disappointed that essentially our missed delivery seems for now to have fallen into a black hole.  Despite numerous promises, nobdoy seems to be a in hurry to figure out how to get our missing item to us, or even give us a new delivery date.

 

I'm beginning to think Best Buy is like a budget airline - when things go OK, it's great and they get you to where you want to go.  But the moment something goes amiss, then customer service simply falls apart.  I'm hoping I can get the attention of one of the Best Buy moderators here so see if they can actually get us some real help.

 

At this point I can't imagine ever buying an appliance from Best Buy again because obviously the company is majorly screwed up that they don't seem to have a process to deal with this. 

Posts: 8,327
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Registered: ‎09-29-2008

Re: Item did not show up on truck and nobody can give us a new delivery date

Hey sevenkings,

 

Welcome to our forum, and thanks for reaching out to us on this. I am honestly sorry for how hard it has been for you to find out where this cooktop is. I can say that working with the appliance manager at this store might be the best option as I show this cooktop is a Special Order Appliance.

 

With any Special Order Appliances we often don't know when we will be receiving them from the manufacturer, and it doesn't look like we currently have this unit in stock. We would not be able to schedule the delivery of this cooktop until we get it in stock. If you need a cooktop right away my best suggestion is to work with your store manager towards choosing a different model we do have in stock.

 

Is there anything specific you would ask of me?

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎08-12-2017

Re: Item did not show up on truck and nobody can give us a new delivery date

Thanks for the reply.  Yes we are working with the store now and we hopeful they will find a solution.

 

But you are totally missing the point!  We ordered this item (in the store) on July 3rd and then it wasn't a "special" item but showed that when we ordered it WAS in stock so we arranged for delivery in August (to coincide with our kitchen remodel).   In fact we nearly ordered a different model but was told that one wasn't in stock, but this one was (and this is a better unit anyway.  At some point it went out of stock, but Best Buy never bothered to let us know (not even the day before delivery).  And again, had WE not been proactive and rattled Best Buy's cage, I suspect nothing would be happening at all to get the item to us. 

 

In fact when we called the 888 number we were told that this was all OUR fault because we should have been monitoring availability of the unit all along (even though we had a delivery date) to check it was still in stock.  Even though we ordered in the store. 

 

Again, crummy customer service, not to mention that Best Buy obviously has major issues with its inventory management systems.  

Posts: 8,327
Topics: 83
Kudos: 334
Blog Posts: 47
Solutions: 336
Registered: ‎09-29-2008

Re: Item did not show up on truck and nobody can give us a new delivery date

Hey sevenkings,

 

I am sorry if I was not fully understanding your concerns, and no employee of Best Buy should have been implying any of this was your fault. Let me know what you and the store come up with.

 

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!