02-07-2020 01:59 PM
I had a TV delivered on January 20. When someone came to mount it on the wall the next day, they discovered a crack. I called Best Buy later that day and scheduled for that TV to picked up and a new one to be delivered on the 24th. My delivery window was 11am – 1pm. I called at 1:30pm and let them know I could only wait for another hour. They didn’t get there until 3pm, 30 minutes after I had to leave. No apology or explanation for the delay.
Next exchange was scheduled for January 29. Got a message the day before that I needed to re-scheduled. When I called to find out the reason, I was told the TV was now out of stock. So they sold the replacement TV they had for me.
I received a message on the 29th and scheduled the exchange for the next day. Never got a message regarding a 2-hour delivery window. Called Best Buy again and said they would I would receive a call about the delivery within 24 hours. Nothing.
I called Best Buy on the 31st, said they would look into the issue because my delivery was incorrectly marked as completed in the system and they couldn’t re-schedule until that was fixed. Was told I would get a response in 24-48 hours. Nothing.
The first time I called Best Buy on February 3, they said the delivery/return is still incorrect. They gave me the number of the delivery service. They said I needed to call Best Buy to get it fixed, that they don’t manage the system. The second time I called Best Buy on the 3rd, I was again told they would have to investigate and it would take 24-48 hours to get a response. Nothing.
I was willing to give them one more chance to fix this, or at least explain what’s going on. Called on February 5 and got the same response, the issue is with the delivery company and it would take 24-48 hours to address. At this point I said I wanted to cancel the order to be done with Best Buy. Of course that didn’t change anything since they can’t process the cancellation as my order status is still incorrect in their system. I was told they would escalate my request, but it’s been another 48 hours since my last call. Nothing.
Even more annoying than the time waste of this, is that no one seems to be able to fix the issue or even to respond with an update on the status. These days, if I had a brick-and-mortar business customer service would be at the top of the list of things that I would want to get right.
02-07-2020 03:15 PM
Welcome to the Best Buy Forums. Getting a new TV should be exciting. I'm sorry for any inconvenience that these unexpected delays have been causing you. Provided the amount of time that has passed since you had your first delivery, it's understandable that you would like to get this all straightened out. I would be happy to advocate on your behalf, and connect with the management of the delivery teams in your area to see if we can get this all straightened out. If this is something that you would be interested in, please send me a Private Message with your full name, email address, and phone number. You can find a link to send a Private Message in my signature.