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Posts: 1
Registered: ‎10-12-2021

Delivery Nightmare and I still Don't have my Appliance!

Delivery for my new stove I purchased at Best Buy has been a complete nightmare filled with frustration. I originally purchased my stove on Wednesday, September 29, 2021. I had delivery, installation and haul away scheduled for Saturday, October 2, 2021 from 12pm – 5pm. I took the day off from work and waited all day for the delivery team. Around 5:30pm, I received a call from dispatch that the delivery team was running behind and that the new delivery time would be from 6pm – 9pm. Again, I waited and they did not show up until 10pm. They delivery guys stated that they would not be able to install the appliance or do the haul away because they still had other deliveries to complete and their Supervisor stated to do just a drop off and that someone would come by sometime next week to install the stove. In other words, I will have my old stove and my new stove, both not functioning waiting for someone to come by “sometime” next week to install it. I did not accept the delivery in those conditions.


I called customer service and they stated that they could not reschedule the delivery because it was still in transit to please call the next day. I called first thing in the morning the next day and the customer service representative said that they could not reschedule because it was still showing in transit and to call again the next day which was Monday. I called on Monday and customer service representative said the stove still showed in transit and could not reschedule. I decided to go to the store that Monday afternoon where they could not reschedule either because it still showed in transit. I ended up canceling the order and re-purchasing the stove that day just so I can get a delivery date. The new delivery date was for Thursday, 10/7/2021 from 12:30pm – 4:30pm. Again, I took the day off from work. I waited all day and did not receive anything. I called customer service to see where the delivery team was at 5:30pm and the representative stated that the delivery team came to my house and nobody was there. I told the rep that is impossible because I was home ALL day waiting. I even took the day off again so it doesn’t make sense that I would not be home. I asked her why didn’t anyone call me to let me know. The representative was not helpful at all and kept telling me that I wasn’t home. Why would I not be home on a re-schedule especially when I need the appliance to cook for my kids. I hung up with that rep and called again. A guy comes on and does some research and tells me there are picture of my white house with my white door and white fence where they attempted to deliver. Well, my house has brown doors and its green without a fence. They went to wrong house! Now I am unable to reschedule because it’s in transit again.


Around 2am, I received an email that I could reschedule. I rescheduled for today, Tuesday, 10/12/2021 which is 2 weeks since the original purchase. Again, I took the day off from work. I have a delivery time from 9am – 1pm. Its now 4:30pm and nothing. The delivery team called me and said they could not find my house and that I would have to reschedule. What do you mean I have to reschedule on a 3rd failed delivery attempt by your company? I told them they have to deliver today. I tried giving them directions and even asked them to meet me at the closest gas station by house. They said they can’t do that and can only go by what the GPS is telling them which is taking them to the wrong address again. Their dispatch called me and said they are having a hard time locating my house. I told her that I will meet him at the gas station and she said ok. The delivery guy called me and said he would go to the gas station to meet me. I went and he was nowhere to be found. I called the number several times that he called me from and he never answered again. I called the dispatch again and she promised that he would go back and deliver. I’ve been waiting more than 2 hours since she said that.


Here I am on the 3rd delivery attempt and still haven’t received the appliance. I’ve taken 3 days off of work, went on a wild goose chase trying to find these delivery guys in the street, and been unable to cook for my 3 small kids where I have to purchase from the outside every day for the past 2 weeks.


The frustration and stress is unreal! I am never buying with Best Buy again.

Posts: 6,667
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Registered: ‎08-21-2017

Re: Delivery Nightmare and I still Don't have my Appliance!

Welcome, hearts305,


Thank you for taking the time to reach out to us here to let us know about your experience with this delivery. I know that any day without a major appliance isn't ideal, especially if it's something as essential as a stove. We strive to make every delivery as smooth as possible so I'm disappointed to hear that hasn't been your experience so far. I'd certainly like to look into this order to see what options we have to get this delivery completed as quickly as possible.


Using the information associated with your forum profile, I see that you've been able to get in touch with us on Instagram. To prevent any confusion moving forward, we will to continue to provide updates and assistance via Instagram regarding this order.


Please let us know if we can help with any unrelated matters!

AndrewB|Social Media Specialist | Best Buy® Corporate
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