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New Member
Posts: 8
Registered: ‎09-17-2016

Missed Delivery - Again

So I decided to give Best Buy another chance after the nightmare I went through last fall with my washer and dryer.  This time we purchased a fridge, dishwasher, stove, and microwave.  The dishwaser and range were to be delivered and installed today between 8-12.  It is now 1 and I've been on hold with customer service for 24 minutes while they try to determine where the delivery driver is.  Funny thing, I was given a nice speech at the store on Sunday how they no longer use a 3rd party for delivery and that they are all Geek Squad employees and that the issues are in the past.  So when I call today Candy tells me that she needs to contact the 3rd party delivery service!  So that is where we currently are.  

 

I have two other appointments to get all my stuff delivered (over $5k by the way) over the next week and can't wait to see what is in store for me.  Do the delivery guys know there are these awesome inventions that Best Buy actually sells called cell phones and they can use these devices to call customers when there is a delay.  I understand things happen but it seems to happen alot given my own experiences and reading the posts on this forum.  

 

I guess that's what I get for giving BB the opportunity to not screw up again.  Unreal. 

Posts: 1,615
Topics: 8
Kudos: 141
Solutions: 99
Registered: ‎12-23-2016

Re: Missed Delivery - Again

Hello BrianFike,

 

Welcome back to the forums. I’m sorry to see that you are back due to another appliance delivery issue.

 

Using the information in your post and forum registration I was able to look in to your order with us. I’m happy to see that you were able to reach out to our Geek Squad Customer Care team and they were able to get in touch with the delivery team and give you an update on the estimated time of arrival. I apologize that they were late, and I apologize that your local store gave you incorrect information about who would be performing your delivery.

 

We’re always working to improve the service we offer, including our appliance delivery. Part of this is moving some of our deliveries in-house rather than using a third party. This isn’t true of all of our appliance deliveries, however, and I’m sorry that you were misinformed about this at your local store. I want to thank you for letting me know about this because we only want to provide the most accurate information to our customers.  I’ll be sure to document this in our corporate systems and forward it on over to your local store’s leadership to help make sure this doesn’t happen again.

 

I hope your delivery goes well, and that your new appliances work out great for you. If you have any additional questions, please let me know. If you need any additional assistance I suggest reaching back out to your Geek Squad Customer Care case manager, as they are best situated to support you on this.

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎09-09-2009

Re: Missed Delivery - Again

Hi Kyle,

Thanks for reaching out. They did come yesterday, however could not install the dishwasher due to our tile floor not providing enough room to get the old one out, so we will be installing it ourselves and will need to call to get a refund on the installation cost. Also, the stove it spitting code C-30 as soon as we plugged it in. The manual states to unplug the range for 30 seconds and plug back in and if it doesn't clear to call for service. We've done this a couple times to no avail and it says it could be a bad sensor. So looks like I will be calling today to have a new stove delivered as well. I'm very frustrated.
Posts: 1,615
Topics: 8
Kudos: 141
Solutions: 99
Registered: ‎12-23-2016

Re: Missed Delivery - Again

Hello again Brian,

 

I’m disappointed to hear that your install didn’t go well and that your stove isn’t working correctly, as I'm sure you are as well. I’ve been in touch with the team at your local store about your delivery issues, and they are very eager to help you out and make sure this delivery goes well from here on out.

 

I’ll reach out to them again with an update on your dishwasher and stove issues and ask them to reach out to you to try to find a good solution for this.  I’m sure they’ll do their absolute best to make sure you get all of your appliances in working order.

 

In the meantime I’ve done some additional research on the stove error code and some sources I’m finding say that power has to be cut for at least a minute. I’d say to be safe you should leave it unplugged for about five minutes just to be sure it is fully reset and then try plugging it back in. That may clear out the error. Otherwise you’re still within our Return & Exchange Promise and we should be able to set up a swap out for you.

 

Sincerely,

 

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 5
Registered: ‎09-09-2009

Re: Missed Delivery - Again

Thanks Kyle. Unfortunately unplugging the range did not get rid of the code, so it is clearly a defective unit. I spoke to the appliance manager at the store and they are swapping it out, but I have to wait another 6 days. I'm not sure why there can't be a priority for exchanging defective units and I'm put in the same queue with regular deliveries, but it is what it is. I really just want this to be over. My refrigerator is supposed to come tomorrow so we will see how many ways this can get mucked up. Not at all confident. Appreciate the attention though.
Posts: 1,615
Topics: 8
Kudos: 141
Solutions: 99
Registered: ‎12-23-2016

Re: Missed Delivery - Again

Hi again Brian,

 

I’m happy to hear that your replacement delivery was able to be scheduled, albeit later than would be ideal.

 

I understand how frustrating this whole experience has been for you, and will be sure to document your feedback about having priority time for exchanging defective appliances. It is definitely an interesting idea, and it warrants consideration. Thanks very much for sharing this idea with us. For now, though, I’d suggest checking back with your store maybe tomorrow to see if an earlier date opens up for you due to a cancelation.

 

Regarding you next delivery on your fridge, it looks like that will be done by an internal Geek Squad team. I’m sure they’ll do everything they can to get your fridge delivered as expected. If you do run in to any more issues please don’t hesitate to reach out to your local store management or come back to the forums for support.

Thank you,

Kyle R|Social Media Specialist | Best Buy® Corporate
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