Delivery & Installation

[melanie_99]

The delivery team supposed to arrive on July 7th to deliver washing machine, dryer and a fridge. They told us that we didn't have a staking unit and refused to deliver all the items including the fridge which had nothing to do with the staking unit. Then we get in touch with their online chat. 3 online agents from delivery unit promised and assured us that the delivery team will come for redelivery the same day (July 7) before 8 pm. We have made arrangements for the redelivery including reserving a parking spot. We waited for a while and contacted them again at 6:30 pm and an agent told us that the delivery team was on their way, the truck had a tire issue and that's why it was taking longer for them to deliver. Then it was 7 pm and we got in touch with them again and then they told us that the delivery team canceled the delivery as items were scratched. This was a lie as in the morning the same delivery team said nothing about items being scratched. We spent 5 hours waiting, contacting them online, told lies and ended up being delivered nothing. The company has zero regard for customers and they lie openly and without shame. They even make fun of you saying that "you can keep your chat transcripts" - knowing that we can't do anything with them. You try to reach them through phone and there is a wait time of hours and no one picks up the phone and when they do they forward you again so you can keep waiting on the line. We as customers pay thousands of dollars to this company and don't deserve this treatment. They should be utterly ashamed for this type of dehumanizing treatment!! You will lose your customers despite your brand recognition because people will start realizing what a horrible company you are and take their business to your competitors.

[Scott-BBY Retired: Social Media Specialist]

Welcome to our community, melanie_99,
 

Thank you for reaching out to us! A new appliance package would be a great addition to any home, and I can understand your concerns if circumstances beyond your control has led to a delayed delivery. It’s not the kind of experience that we want to deliver, and I wanted to thank you for bringing this to our attention. Rescheduling around delivery dates is never ideal, and I’d be happy to assist you by going over our options. To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.

[melanie_99]

Update:

We were again promised for delivery for today July 14, made preparations and arrangements and then received a call from a third party delivery agency to be told some excuse (that their truck broke) for not delivering. This delivery and the abysmal treatment by the delivery company has absolutely became a nightmare and cost us so much time and money. The delivery dates now mean nothing as you can just receive a call with some excuse that you don't even have the ability to fact-check (previously their truck had a tire issue). The delivery company told us that they will reschedule our delivery for this Friday, July 16. However now when we check our Best Buy account we can't even see that reflected. 

Why are you processing orders if you can't deliver them!!!

[toddcaito]

what's amazing is how all the "customer service" people say the exact same thing, obviously reading from scripts (or cutting and pasting in chat), they tell you what you want to hear so you'll go away, blatantly lie, and there is literally no one who can actually do anything

[Scott-BBY Retired: Social Media Specialist]

Hello, melanie_99,

Thank you for reaching back out to us. I can understand your desire to ensure a smooth delivery, and I'd be happy to help. I can see that you’ve already sent us a private message containing more information about this issue. Please check your private messages going forward, as I’ll be reaching out to you there shortly.

[melanie_99]

Scott, 

In the private message you sent the solution you're offering is to call the customer service which we have done several times and waited hours on the line either not able to reach anyone or reach someone and then have the phone closed on our faces. You also mention that your ability to help us is limited. Therefore, it would be important to reflect here that there is no help that we have recieved through your private messages and it doesn't look like you are working with us to remedy this nightmare of a situation!

[Scott-BBY Retired: Social Media Specialist]

We strive to provide the best service, and I can understand feeling let down if we are unable to provide the resolution that you were hoping for. Please know, that while we are happy to assist you here on our Community Forums, we must adhere to the currently available established procedures for assisting with appliance delivery and installation issues.

We take incidents like this seriously, and I’ve gone ahead and have documented your feedback for internal review. The results of any type of review would be considered confidential, so we would not be authorized to share those with you, but we can certainly get the information to those that can make the biggest impact. I appreciate you taking the time to let us know that we can do better, and I wanted to thank you for bringing this to our attention.

This all said, please let me know if you wished for me to continue to assist you here on our Community Forums, as I would be happy to help, however possible.