09-06-2019 09:50 AM
I purchased over $4000 of TV equipment yesterday morning on the website. At checkout I selected an appointment time and date for the TV to be delivered and setup in my home for $150. I received an email confirming the purchase and appt for delivery. Two hours later I received an email marked Urgent telling me the appt time no longer worked for Best Buy and I needed to reschedule. I tried to reschedule using the link but the system could not locate my order even after entering the order number, Etc. So, the system prompted me to call and gave me the number. I called and the system indicated it would be 24 minutes for a rep to speak with me. I was on hold for one hour and 45 minutes before a rep came on the phone. She was able to reset the delivery and set up for the same day but in the afternoon rather than morning. I then spoke with a supervisor to express my frustration. He was sympathetic and told me to add this feedback. Is this how Best Buy does business now? Two separate issues....why was an appt set up then cancelled within two hours? Why did I have to wait 1 hour and 45 minutes on hold to fix Best Buy's system problem on appointments? I now feel like I am being punished for trying to do business with Best Buy rather than just pushing the easy button on purchasing from an internet provider like Amazon.
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09-10-2019 10:56 AM
We truly appreciate your business, and I do apologize if this TV delivery needed to be rescheduled. I can say that unforeseen circumstances can sometimes cause us to reschedule a delivery, but it does seem like we should have been able to get this done in a less inconvenient way.
Did we get this TV delivery rescheduled for you? Is there anything specific you need from us at this point?