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Posts: 3
Registered: ‎03-13-2017

Refrigerator install suddenly rescheduled the morning of??!! For 5 weeks from now???

Kinda can't believe how terrible this is: I ordered a refrigerator, with installation of a water line for the ice maker, 3 weeks ago. This weekend, I received confirmation calls from Best Buy confirming that the order would be arriving today between 12 and 4. Then, at 2:00 this morning, just six hours from expected delivery window, the entire thing is suddenly rescheduled for 5 weeks from now, because of a "backorder". HOW WAS THIS NOT SPOTTED EARLIER??

 

Understand: I had to schedule my day for this delivery. I had a friend coming over (who scheduled THEIR day around it) because I couldn't be here for a couple hours of the delivery window. I spent last night cleaning out under the sink so the water line could be installed, and I've spent the last week not buying perishable groceries and eating specifically to clean out my refrigerator.

 

When I called to speak to a rep, all she could tell me was that she understood that my "time is valuable" and she's very sorry. If a thief came into my apartment, and I caught him, and all he could say was that he understood my possessions are valuable, that wouldn't really be an acceptable response, would it?

 

No discount offered. Nothing offered to me as compensation for all my valuable time that has been stolen from me by Best Buy. Really, really terrible job, Best Buy.

New Member
Posts: 3
Registered: ‎03-13-2017

Re: Refrigerator install suddenly rescheduled the morning of??!! For 5 weeks from now???

Clarification: The water line install was scheduled for between 8 a.m. and noon, with the refrigerator coming between noon and 4. My math on the time the reschedule happened wasn't wrong. I was just unclear.

Posts: 8,231
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Registered: ‎09-29-2008

Re: Refrigerator install suddenly rescheduled the morning of??!! For 5 weeks from now???

Hey ericjohnson72,

 

It certainly seems to me like we should have been able to get you more than six hours’ notice that this unit is on backorder, and I honestly apologize that this was your experience with us. I did look at your order, and I don't see the unit is listed as being on backorder; I instead see this refrigerator is a special order appliance. When we place a special order with the manufacturer for an appliance they often make the unit upon demand, which can cause significant delays in fulfilling the order.

 

I do have to point out that as a company we do not compensate for lost time. With that said I would like to see if there is any resolution we can provide you, and I am sending you a private message with additional details. To check your message 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
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New Member
Posts: 3
Registered: ‎03-13-2017

Re: Refrigerator install suddenly rescheduled the morning of??!! For 5 weeks from now???

When I called and spoke to a Best Buy rep, I was told it was on backorder. She said nothing about it being a special order. Just to be clear: This item--this inexpensive, standard model refrigerator is a special order? http://www.bestbuy.com/site/lg-20-2-cu-ft-top-freezer-refrigerator-smooth-white/7465127.p?skuId=7465...

 

This one here, which is ready for delivery from Lowe's in 3-5 days? https://www.lowes.com/pd/LG-20-2-cu-ft-Top-Freezer-Refrigerator-with-Single-Ice-Maker-Smooth-White-E...

 

Now get this: When I log on to BestBuy.com to look at my order, it says that the order has been received, and that I need to schedule the delivery. It says "Order status: Order received" And right at the top, it reads "Your appointment needs to be scheduled" There's a button I can press to "schedule delivery."

 

I understood that it was already scheduled, by you guys, for April 21. Am I supposed to take an action here?

 

PLUS: Yesterday afternoon, I received a phone call from the water line installer, saying he was on his way and would be there in about 20 minutes! Luckily, I got the message in time, called him back and neither he nor his company knew that the whole thing had been rescheduled!

 

I mean... what is going on??

 

 

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Posts: 8,231
Topics: 83
Kudos: 330
Blog Posts: 47
Solutions: 335
Registered: ‎09-29-2008

Re: Refrigerator install suddenly rescheduled the morning of??!! For 5 weeks from now???

Hey ericjohnson72,

 

I looked at your work order and clearly show it is scheduled for 4/21/2017, and when I look at your order I also show this is a Special Order appliance. I’m confident now that the installation team is now up to speed on this. Let me know if you don't receive the unit by 4/21/2017. Also don't forget I sent you a private message.

 

Thanks,

Allan|Senior Social Media Specialist | Best Buy® Corporate
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