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New Member
Posts: 5
Registered: ‎10-22-2020
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BestBuy & XPO Last Mile Courier - Ongoing Delivery Exceptions and No Resolution

[ Edited ]

Order {removed per forum guidelines} was placed on 10/14/20, with a delivery window for 10/19, and 3 confirmation emails for that delivery window received. No delivery occurred on 10/19/20. After over 2 hours with Geek Squad phone support that evening, it was determined that the delivery exception was known that morning (the unit wasn’t transferred from BestBuy to the 3rd party courier, XPO Last Mile Courier) and that the data transmitted from BestBuy to the 3rd party courier was incomplete (no phone number), so no notification could be provided to me after the exception was known.

 

The Geek Squad phone support person with whom I spoke on Monday set up another delivery window for 10/22/20, for which I again received email confirmation. Furthermore, he provided the phone number and work order/confirmation number for the vendor, {removed per forum guidelines}.

 

On 10/22/20, as the delivery windows was approaching and no confirmation call from the 3rd party courier had been received, I reached out directly to the courier. They had no records in their system at all for that work order number, my phone number, or my address.

 

I then called back BestBuy/Geek Squad support and spend 90 minutes being transferred from Geek Squad back to BestBuy support back to Geek Squid TWICE, before being told that there was again a problem with the work order as transferred from BestBuy to XPO. (In a Kafkaesque exchange, Geek Squad said they couldn’t reach out directly to XPO and BestBuy agents said it was a delivery matter that had to be handled by Geek Squad.) Requests to speak to a supervisor who might be able to place the call to XPO and determine the problem were denied, with the agent telling me I could receive a follow-up call within 48 hours but no one was available to assist the agent during standard business hours.

 

The last agent with whom I spoke submitted another delivery ticket to XPO, {removed per forum guidelines}. I then called XPO against directly to confirm that number—and once again they have NO RECORD of the work order ID, my phone number, or my address.

 

At this point, I have spent 4.5 HOURS on the phone with BestBuy/Geek Squad support and rescheduled TWO DAYS OF WORK to be home for deliveries that were never going to happen due to BestBuy errors. Moreover, while I have a new delivery window of 10/24/20, XPO has record of the delivery and so there is no expectation that delivery will even be attempted this time.

 

Any number of actions could have been taken by BestBuy / Geek Squad agents to ameliorate the situation, such as:

  1. Notifying the customer that a delivery exception happened, especially when that happens during the window for which the customer is waiting;
  2. Taking the initiative to actual research the delivery exception before transferring me back to a group with whom I had already spoke (twice) in an effort that felt like the agent was trying to merely clear a queue instead of resolve a problem; and
  3. Support agents interacting directly with the 3rd party courier to confirm receipt and completeness of the work order, instead of the customer having to do all of the leg work.

 

I have never before experienced such poor customer service by any company in any industry. BestBuy has lost a loyal customer for life.

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New Member
Posts: 5
Registered: ‎10-22-2020

Re: BestBuy & XPO Last Mile Courier - Ongoing Delivery Exceptions and No Resolution

Typo: Paragraph beginning "At this point," should read "XPO has NO record"...
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New Member
Posts: 5
Registered: ‎10-22-2020

Re: BestBuy & XPO Last Mile Courier - Ongoing Delivery Exceptions and No Resolution

Wow...so a moderator took the time to redact an order ID and third party work order numbers (both useless without critcial PII, such as name/email/phone/address, for anyone who may call either company), but no one from BestBuy can bother contacting XPO to resolve this issue? Par for the course with the run around I've gotten from the telephone agents--and lays bare the priorities of corporate. From both the BestBuy support staff and XPO, it issues originate from BestBuy. I'm still waiting to be contacted my a supervisor, but clearly the lack of concern for the customer is systemic.

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Best Buy Employee
Posts: 2,049
Registered: ‎01-09-2015

Re: BestBuy & XPO Last Mile Courier - Ongoing Delivery Exceptions and No Resolution

I see you just posted today, there is currently a 3-4 day wait expectation listed in the announcements on the front page of the forums. The moderators appreciate your patience as they help the customers ahead of you. Rule violations also slow down the response time as they must act on those as soon as they are discovered/reported. Things like order numbers may seem trivial, but the blanket rule about not posting personal details publicly is there for a reason.

Hope this clarifies what you’re seeing in this topic. This falls 100% in line with the expectations and you should hear from the moderators within a few days.
I am a Best Buy Employee, but the views that I post are my own and not that of Best Buy.
***Know that I am not able to issue official responses and that my posts are only here to help before an official response is offered by a Best Buy Social Media Specialist***
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New Member
Posts: 9
Registered: ‎10-22-2020

Re: BestBuy & XPO Last Mile Courier - Ongoing Delivery Exceptions and No Resolution

You’re lucky that they even did that. They just ignored my post.
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New Member
Posts: 5
Registered: ‎10-22-2020

Re: BestBuy & XPO Last Mile Courier - Ongoing Delivery Exceptions and No Resolution

XPO was actually able to reach out to BestBuy and supposedly has solved the problem from their end--again missing data not transmitted from BestBuy to XPO. Wholly unacceptable, but was fortunate to reach competent folks on the courier's end.

 

Posting to the forum was a last resort. The two days of rescheduled work to be home and the 4.5 hours of getting passed around without an agent taking the time to simple get ahold of their vendor directly has guaranteed this will be last purchase from BestBuy ever, even if it does now arrive during the window XPO provided, which doesn't match what BestBuy's window online (it's twice as large).

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New Member
Posts: 5
Registered: ‎10-22-2020

Re: BestBuy & XPO Last Mile Courier - Ongoing Delivery Exceptions and No Resolution

And still no call back from the supervisor that the Geek Squad had promised... par for the course... never experience such incompetence by ANY COMPANY in ANY INDUSTRY. Never again!

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New Member
Posts: 1
Registered: ‎10-24-2020

Re: BestBuy & XPO Last Mile Courier - Ongoing Delivery Exceptions and No Resolution

What is the discount for an inconvenience like this?

 

I just had a similiar situation w/ these idiots. I received all the confirmations, and less than 1 hour before my delivery window, XPO decides to leave a voicemail stating "unfortunately we were unable to secure a truck for delivery". Why TF would you offer delivery dates/windows for customers to choose from, if you don't even have means for delivery!? 

 

- Unhappy Best Buy Consumer