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Posts: 1
Registered: ‎08-28-2021
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3 delivery attempt failures, please help!

[ Edited ]

Good morning, 

I desperately need help getting my Refrigerator delivery sorted out. 
To provide some background I have a shallow driveway entry that leads to a somewhat steep driveway, large trucks bottom out on the street when entering. 
I had scheduled an in-home consultation on 7/29 in order to show the problems and make sure that delivery was going to be ok and that a smaller truck would be available. I am currently remodeling after purchasing a new house and need all of my appliances replaced
When I placed my order I was sure to input the unique circumstances in the notes.
1. First attempted delivery 8/17. Delivery was attempted with a large truck that could not make it up the driveway.
2. Second attempted delivery 8/20. Delivery company contacted me prior to delivery stating that they saw the note on my order and did not have a small truck available. As a result I would need to contact support and get them to approve and order a small truck.
Contacted support on 8/21 and was informed a smaller truck would need to be approved and ordered prior to scheduling the delivery. I was told that the only day a small truck was available was on Friday 8/27. I had been assured that the small truck had been ordered and would be available on 8/27 for delivery. Case #{removed per forum guidelines}
3. Third attempted delivery 8/27. Delivery was attempted with a large truck. I NEVER received a call from the delivery company letting me know they were on their way and I only received notification from support that there was a problem.
Contacted support on 8/27 and was given a case number of {removed per forum guidelines}. I was informed I would need to contact another 1-800 number and talk to them about reserving the truck for next week once 24 hours has passed and after I reschedule the delivery for another date next week.
I am reaching out now because I am playing the phone game with support and have been given a new delivery date of 8/31. Support informed me that he spoke with the dispatcher and that a small truck would be available on this date. This almost completely contradicts what happened last week (was told the truck needed to be approved and ordered and that I would need to wait until Friday for delivery; was assured this was done for 8/27).
I cannot believe I am having to spend so much time on this and continue to wait in hopes that this will be caught the day of delivery. This appears to be a unique circumstance in which I need a small truck and I do not understand why this cannot be expedited or hand held by a member of the appliance staff.
I am very concerned this will continue to happen unless this is escalated or until I get in touch with the correct person who can help me sort this out and get this delivered.
Order number {removed per forum guidelines}
Thank you so much for your time and attention.
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Registered: ‎07-23-2018

Re: 3 delivery attempt failures, please help!

Hi there, chitch31.


I hope you’ve been enjoying your weekend, and I’d like to thank you for visiting our online community. Congratulations on the purchase of your new home! Remodeling can often be overwhelming, although the results are something to look forward to. Our goal is to do our part to make that process efficient, by delivering new appliances on the scheduled date. This helps ensure projects remain on-track. Typically, that is the outcome, although I understand there have been a few unsuccessful attempts to complete the service you had requested. While it is helpful to leave detailed notes when placing orders, there is a specific request process that must be followed, if there are special delivery requirements. I’d be happy to see if I may have any resources available to help ensure the upcoming appointment is a success.


When you have the time, please send a Private Message. For verification purposes, I will first need to confirm your full name, email address, and telephone number. To send a Private Message, simply select the darker blue icon, which is located across from my signature.



Sarah|Social Media Specialist | Best Buy® Corporate
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