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New Member
Posts: 4
Registered: ‎03-06-2020

Delivery Men and their services

[ Edited ]

About 3 weeks ago, I had a stove and dishwasher delivered and installed. The delivery guy, Jason {removed per forum guidelines}, was very nice, very thorough. However, he broke one of the knobs on my stove. No problem. I didn't even get upset. He told me he would replace it and purchase it himself. This was on a Friday. He said if they didn't have it, he would let me know. He didn't. I called him on Monday. He had to order the part, it should be in by tomorrow. He'll call me and let me know. He didn't. I sent a text, friendly reminder to don't forget about my knob. Oh no worries, he responded. He would drop it off on Saturday. He didn't. Didn't hear from him anymore. On that following Monday, I called Best Buy. I explained I only wanted the knob replaced, however, they could not do that, they had to replace the entire stove. So I said fine. 


As soon as I hung up with Best Buy, Jason starts blowing up my phone. I didn't answer. He never apologized or explained why he didn't show up. Just kept saying he was going to drop off the knob. HE DIDN"T. So I was scheduled today for the new delivery men to deliver the new stove. I was given a time frame between 7am-12pm. Then it was 7a-1pm. Then I was told they would be at my house by 10:30am. I then get another automated message they would be at my house by 11am. Then the driver calls and says he won't be at my house until 12noon. But this time I am extremely upset. I called Best Buy and tried to reschedule. I was told they were already enroute. I explained the changing times. Customer Service apologized. I said I need to know if that if they are not done by 1pm, I need to reschedule. Driver informed customer service that they would be done by 1pm. At 11:45am, I get a call they are at my house. I arrive by 12noon expecting to have to go through the ordeal of getting a new stove install for the new driver, Johnathon, to tell me that he spoke to Jason and got the knob from him. 


So the KNOB was replaced. No new stove was installed, which I"m thankful for. However, I just feel like the whole situation was manipulation. Ironically, Jason was again, blowing up my phone this morning and I did not answer thinking that since Best Buy said I had to have the entire stove replaced, then that is what had to be done. But if I asked for a new delivery guy, how did Johnathon know to get in touch with Jason for the knob. How did Jason know that Johnathon was coming to my house to deliver the new stove? Isn't that breaking confidentiality?  Johnathon showed up with the knob that Jason was supposed to give me 3 weeks ago. And then I'm treated as though I did something wrong and like I am an inconvenience to them!!! 


This is not customer service. 

Your delivery drivers need to do better. 

Don't manipulate me. 

Make sure the documentation is correct. 

Stop treating customers as if we are an inconvenience. 

Own up to your mistakes and apologize. 

Stop wasting customers' time. 

Be more customer friendly. 

New Member
Posts: 4
Registered: ‎03-06-2020

Customer service line

Also, you all need to ensure someone is answering your customer service line when we call to ask questions during a delivery. 


And, there needs to be something other than a message board to file customer complaints. This feels dismissive. 

New Member
Posts: 4
Registered: ‎03-06-2020

Still waiting on the survey....

I was told I was going to get to rate my experience. Didn't get one 3 weeks ago. I doubt I'll get one today. 

New Member
Posts: 4
Registered: ‎03-06-2020

Re: Delivery Men and their services

And still no response. I guess the incovenience, the game playing, the lack of response, is best practices at best buy. I tried to call the local store to complain and I was sent to the national line. Best Buy contracting out their services is not customer friendly at all. It seems like frusration and being dismissed is a common practice. 


I've been a Best Buy customer for years. This is my first ever experiencing this type of treatment. 

Posts: 5,838
Topics: 197
Kudos: 556
Solutions: 287
Registered: ‎08-21-2017

Re: Delivery Men and their services

Good afternoon, ARWilson,


Thank you for taking the time to visit us here at our community forums and letting us know about your experience with this delivery. We respond to messages in the order they were received, we do have phone agents ready to assist with urgent issues at our (888) BEST-BUY or (888) 237-8289 number. Buying a new appliance is a big deal and we strive to make this process as quick and easy as possible. I apologize that wasn't your experience with this order. I appreciate you providing us this feedback so we can continue to improve the delivery experience in the future.


Our Geek Squad Client Care team has tools to provide assistance with a delivery. They can be reached at (800) 304-1259 from 8 a.m. to 11 p.m. CT, seven days a week. Did you have the opportunity to speak to them after your initial delivery?


Surveys are randomly sent out but I would be glad to document your concerns here at our Corporate Campus. I will need a bit more information in order to do so. Can you please send me a private message that includes your:


Full name

Email address

Phone number


You can send me a private message by clicking the blue button at the bottom of this post across from my name. I'll keep an eye out for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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