07-13-2017 05:18 PM
I ordered a TV on bestbuy.com earlier this week, and picked the free delivery option. It allowed me to pick a date and time when I placed the order, and I have an email confirming this delivery appointment. Then today, I received an email telling me that I need to schedule an appointment. I called them, and after about 10 minutes I was told that I couldn't have my original delivery date, instead I would have to pick a different one. Fine, I accepted.
Then, an hour later I get a call from someone telling me that I need to schedule a delivery date. I explained to her that I had already done so, and she said that it has to go through her so whatever they told me was invalid. After talking with her, I was able to get my original date. Whenever she tried to schedule it, she said it wouldn't let her do it because there was a hold on my account. She suggested I call the ".com" number, so I did that immediately. After the phone system failing to transfer me to an associate three consecutive times, I finally got a hold of somebody. He told me there was no hold on my account, but that the system wouldn't let him schedule my delivery appointment. We tried a handful of different days, and none worked. After about 40 minutes, he transferred me to the warehouse department. The associate there told me that I could not have my original delivery date, and would have to push it back. But even she wasn't able to book the appointment. She said she would get someone to help and call me back, and she finally booked the appointment... but not my original appointment date.
The part that bothers me the most is that nobody went out of their way to make it up to me. Any decent customer service representative would have fixed the problem and scheduled me my original delivery date. But not at Best Buy. Instead, their system is a nightmare that wasted a ton of my time. Instead of trying to fix it by ensuring I got the original promised date, I have to wait an extra four days. After spending over $1,000. Needless to say, this will be my last purchase from Best Buy.
07-14-2017 02:10 PM
Welcome to the forum. Scheduling a delivery date for your TV shouldn't have to be so painful. After numerous calls, being put on hold, and agents telling you they couldn't honor your date request, it's no surprise you are frustrated enough to not want to shop with Best Buy again. I'm truly very sorry for this poor experience.
I appreciate you bringing this to our attention here at the corporate office. I assure you I will be documenting your comments as we clearly have an opportunity here for improvement.
Thank you again, and please do not hesitate to let us know if you continue to have any issues with this order.
|Maria|Social Media Specialist | Best Buy® Corporate|
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