Delivery & Installation

[Jellywest]

I purchased  approx $8500 from the Best Buy in Grapevine Texas 10/16/21. We selected only products that were in stock and arranged for the delivery to our new home on 11/9/21.

The original delivery time window was 12:30 to 4:30. We made arrangements to be there. We received a call that they were delayed and could not be there until 6:30pm. Ok, we were there. Then we received a call that it would be 8:30 pm at the earliest. We spoke to the installer and he said he would reschedule for Friday

We followed up with the delivery/ install company and were told that (1) they did not have us on any schedule and (2) earliest they could get there would maybe be 11/19/21

I went to the Grapevine store and spoke with L.... T...... and A.... {removed per forum guidelines}. They informed me that (1) they could not get my delivery immediately rescheduled because there was a 48 hour processing delay on the part of the delivery/install company (2) they were not optimistic that they could even get me delivered by Monday.

I have some questions:

1. Why does BestBuy not automatically reach out to the customer when the delivery was not/cannot be made. In our case it was not that we were not home. We made arrangements to be there , and waited for the delivery. I can provide the phone log (if required) of the multiple calls/conversations with the Installer. Bestbuy was the party who were unable to keep up their end of the deal. 
2. Why were we not immediately placed on the next delivery schedule?

I know that you know that your competitors offer free next day delivery but I am not a big fan of Warren Buffet. Therefore I dont like to patronize his businesses if I can help it. That is why I used to be such a loyal Best Buy customer (3 computers, 1 IPad, 1 Tablet, Freezer, 6 Televisions)

I don't know if there is much you can do or if you even care. 

[Allan-BBY Senior Social Media Specialist]

Hey, Jellywest,

We appreciate you taking the time to post this, and after spending $8,500 with us I can understand you being upset that this has now been rescheduled for the 19th.

When we are made aware that a company delivering items needs to reschedule their service, we should be letting the customer know, and making arrangements to get the service rescheduled. This is not always done on the date of the delivery, as that would require the company performing this service to notify us on that day of their need to reschedule with our customer. With that said, the company providing the service should be making arrangements to reschedule their service directly with the customer.

To try an answer your second question; the service provider should be rescheduling service for the next available date they have in their systems. This can sometimes be a ways out, as they would not cancel service with another customer in order to fit a reschedule service into their schedule. This is most likely why this was scheduled for the 19th.

If you want me to look into this for you please send me a private message with your name, phone number, email address, and order number. To send me a private message click on the message button in my signature.

Thanks,