Delivery & Installation

[mattfryou]

Sup,

Few weeks ago I buy a fridge, washer, dryer, and all their related deliveries+installations for the house we're moving into in a few weeks. For some reason, we couldn't add the drier installation on the same ticket, so we did it separately.

So, the fridge was scheduled to be delivered on 7/3 from noon to 6p. Around 4p, I call Best Buy customer service to see if it was still on its way. I give them the order number, the customer service PIN, and as much other information I can. They can't seem to find my order. So after an hour on the phone, they tell me to go to the store I ordered the appliances from.

So I go to the store and hand them my physical receipt that I got whenever I made the order. Seems like they can't find the order on their back end either. The best guess they have is that, somehow, the order went through, but didn't attach to their back-end servers.

Worst part of it all is that we bought the fridge, in part, because it wasn't back-ordered. Now, it's back-ordered until mid-September. About a month and a half after we move in. As you can probably imagine, living without a working fridge for that long is a no-go. I asked Reddit and someone there thinks that they might have rung the order up as if I were taking everything home that day. However, I have delivery order numbers and dates and times, so who knows.

Best Buy should be calling me back today with next steps, so I'm not sure if they have a fridge reserved since we ordered it, or if the fridge was always backordered and somehow we were able to buy one anyway, or if we could get Best Buy to give us the floor model, or anything else.

I can't seem to find any other record of this happening to anyone else, so I wanted to see if any of y'all ever saw this before and maybe could tell me what happened.

[Jenni-BBY Retired: Social Media Specialist]

Hey there, mattfryou!

Thanks for joining our community here on the Best Buy Forums. As a refrigerator is a constantly used appliance, I can certainly understand wanting your unit to arrive ASAP. I am happy to look into this situation further!

To start, please send a private message with your full name, phone number, and email address, along with the order numbers (if you have them). You should be able to do this by clicking the blue button near my signature. 

Best,

[mattfryou]

So it's not that the Fridge hasn't arrived yet, but really my concern is more about the confusion of whether or not the order was placed at all. We went from the fridge potentially arriving last Saturday, to arriving a month and a half from now or beyond depending on whether or not the order was actually lost from the time it was placed in the POS to the order server.

Regardless, I'll shoot you the info now.

[mattfryou]

Update to this situation.

Turns out this is what Best Buy calls a "Ghost order" where it goes through to the point of sale system, but somehow doesn't attach to the order server that actually tells the store that an order was made.

So, after two days of not receiving a phone call with an update to our order, I revisit the store on 7/7. Our original associate is in and she assists me in canceling the order and then replaced the order for the washer and gas dryer. We end up canceling the order for the fridge, since our need for a refrigerator is urgent, and we could not afford to wait 90 days for the new appliance to come in. As it turns out, despite previous assurances, the gas dryer we ordered is no longer available for its original delivery date on 7/31 and will be delayed until 8/17, more than two weeks after the original date.

This is an incredibly frustrating occurrence for us, as we are already scrambling to figure out where to get a fridge that fits our needs (Everything else that our best buy had in-store does not work for our home.) So this, on top of the fact that we are practically forced to wait another two-and-a-half weeks to dry our laundry makes this one of the worst experiences I've ever had at Best Buy.

So, since our order was simply canceled and then re-ordered, we do not believe that our associate called the appliance hotline the supervisor told us about or had any other solutions for us. 

So, today, I double check the receipt and lo-and-behold, somehow BOTH the WASHING MACHINE and DRYER are scheduled to arrive on 8/17. I can deal without a dryer since we can hang-dry our clothes, but the fact that the washer was delayed too came out of left field for us. This is the third or fourth major time that we have been jerked around and we are VERY unhappy with how this has all played out. As first time homeowners, I can't imagine EVER going back to Best Buy for anything appliance-related ever again. This has been EASILY the worst customer experience I have had in years, with the only bright spot being the fairly-responsive customer support that they have on these forums.

We were planning to visit Best Buy in order to fulfill some of our technology-renovation projects like we were hoping to achieve, like re-keying our locks with smart locks and adding smart technology to our home. However, because of the issues we've had with this whole situation, we are simply not sure anymore if Best Buy is the right place to supply those improvements.

I also can't believe that Best Buy hasn't reached out to us for any kind of make-good for this whole situation, considering that it was their system that was the inciting event for this entire chain of dominoes.

[mattfryou]

Nevermind. I've cancelled the entire order (except for the 200 dollar/year subscription thing which I need to call to cancel)

We went to another store that had our items available or soon to be so, with shipping and installation for less than we paid at best buy (in fairness, the items were on sale).

We were planning on doing a lot of smarthome tech shopping at best buy, but this whole experience has soured me to that possibility.

[Jenni-BBY Retired: Social Media Specialist]

Hello, Matt!

I hope that you are having a great weekend. I appreciate this update. While I understand that the order has now been cancelled, is there anything further that I may be able to do to support you with this situation, or to help with anything else, at this time? 

[mattfryou]

I mean, I don't think there's anything you can do at this point, right? The order's cancelled and I've practically washed my hands of this. Like I said I need to cancel the Total Tech subscription, which I haven't done yet. Regardless, if there is anything you can actually do for me, I'd love to hear it.

But, as always, I appreciate the help, Jenni. You a real one.

[Jenni-BBY Retired: Social Media Specialist]

I appreciate you sharing this experience with me. 

Please know that if there is ever anything else that we may be able to assist with in the future that we are here to help. Until then, stay safe out there and have a fantastic week!