02-19-2021 04:17 PM
I am in the midst of a horrible experience with attempting to get a refridgerator delivered. We have to replace our fridge because multiple shelves have broken and the cooling mechanism has malfunctioned. I'm at a loss, so hoping to get some Best Buy assistance.
I purchased a refridgerator on Feb 6 in-store and had the best experience with our salesman and the entire purchasing experience. I was stoked. We were able to schedule our delivery within a week, and we were happy.
Our first delivery was scheduled for Thursday Feb 11. We were scheduled, my husband took off work, cleared out our fridge, ensured we had a direct path from the door to fridge and we were ready. I live in downtown Chicago, on a one way street (public info you can see on a map) - parking can be tricky, but there is a spot across the street for folks to load/unload temporarily. As has been happening in Chicago for the last few weeks, it snowed a bit that day. Less than 2 inches of snow came down in the morning, and our delivery was scheduled for the afternoon. The delivery driver arrived, and we walked him through the back entrance for deliverying the fridge. He had no concerns until he got to our door when he said the door was too narrow for the fridge. We then walked him to the front of our building to show the bigger door there. Note - to get from the back to front of our building requires driving around the block. When the delivery guy told his driver that he would have to drive around, he rolled is eyes and complained. They then told us the conditions weren't safe and they couldn't deliver. The conditions were no different between the back and front of the building. They just didn't want to drive around. We were upset, but rescheduled for the next earliest delivery one week later. Fine, a one-time bad experience due to "weather".
Our second delivery was scheduled for today Feb 19 between 7am-1pm. My husband again took off work, cleared out our fridge, ensured we had a direct path from the door to fridge and we were ready. No snow today though! Our sidewalks were completely clear. I have photos to show this. However, as is on the national news, a snow storm came through Monday (4 days ago) and there is snow piled up on both sides of the street. However, the building next to us has a driveway with direct access to the sidewalk that is plowed and easily accesible from the road. Further, the delivery team had been here before, so knew the environment and could have easily made recommendations on how to effectively deliver. The delivery team did not arrive until 2:15pm, we saw their huge Enterprise truck come down our street, make no attempt to park across the street in the space they could fit in, did not contact us for us to help them find a spot, and just kept driving. I then got a call from customer service telling me they couldn't deliver. I was furious. They didn't try! We had a stove delivered from Home Depot earlier in the week safely and that team was way more helpful in getting us the item we purchased even with snow. Do these drivers get paid every attempt? They certainly don't seem to have any incentive to complete a delivery. The customer service woman was defensive and just kept repeating that they couldn't deliver b/c there wasn't a parking spot, their truck was too big. How is that my problem? I live on a standard city street. Someone from the delivery team had been here last week, they knew the street conditions. Why wouldn't they have said a smaller truck was needed?
I'm now waiting for yet another phone call to reschedule yet again. My husband is out two days of work during a pandemic. I now have a horrible opinion of purchasing from Best Buy and I'm just shocked that I've been through this. I have no confidence that I will get my fridge at the next scheduled date and I'm at a loss.
Is this what Best Buy has come to?
Is there anyone in the delivery/ logistics team of Best Buy who wants to practively solve problems?
Do I have to wait until June when there is no snow to get my fridge?
I'm hoping I can get some support to get this
02-24-2021 02:11 PM
Good afternoon, kadruni,
We hope our customers will have a positive experience throughout their shopping experience with us, so it’s disappointing to hear that while it sounds like your appliance purchase was off to a great start with your local store, it’s since turned sour during the delivery process.
If you’re still in need of assistance regarding this delivery, I’ll be happy to take a closer look, and make sure we’re getting you in touch with the appropriate team for further assistance. For me to begin my research, I’ll ask that you use the blue “Private Message” button in my signature to send me:
As mentioned, you’ll want to use the blue “Private Message” button in my signature to get this information sent my way, and if you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.
Looking forward to hearing from you,
02-26-2021 09:41 AM
We ended up cancelling our refridgerator order all together and purchasing from a local appliance store who was able to fufill our order and successfully deliver on Wednesday. The customer service experience we had was just too unacceptable for us to do business with Best Buy. We will never buy anything from Best Buy ever again.
02-26-2021 11:10 AM
Good morning, kadruini,
While I wish your return to our forums were under more fortunate circumstances, I do appreciate you taking the time to share this information with us. It’s disappointing to hear we missed the mark with your refrigerator deliver, and I apologize for the inconvenience this experience has caused you.
It sounds like this experience has led you to question your future with Best Buy, however, I am hopeful that if you do choose to shop with us again, we’ll be able to provide you a better experience, and the level of service I know we’re capable of.
Thank you for posting,