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Posts: 1
Registered: ‎07-05-2020

Delivery and installation no show

It is very unprofessional that Best Buy sent a text and email yesterday saying that the scheduled delivery and installation were coming today, but ended up no one ever came or reached out to me in anyway to inform me that this was not happening. I placed an order on June 9 for a washer and the delivery was scheduled for July 5 12:00-8:00 pm. Today I called at 7pm asking why there was no one coming and the customer service kept saying no scheduled delivery was under this order. All I can do was rescheduling for 15 days later. My phone call got transferred to a supervisor since I expressed concerns that this rep cannot solve this issue. However, the supervisor did not do anything constructive either but only transfer me to the sales department, saying that only they could assist with purchasing a similar item with more wait time for delivery. The transferred call was never picked up. And later tonight I kept getting text asking me to schedule a delivery and the website suddenly showed that this delivery was cancelled. Cancellation of the order is NOT POSSIBLE due to the fact that this order is still processing.

After reading the forums I realized Best Buy has been screwing up orders and delivery this past few months and probably the truth is that things are out of stock but Best Buy failed to update their website. Instead of telling the truth, Best Buy held customers in waiting for weeks but manufacturing and delivery never caught up. As a customer, if I know what’s going on, I could have switched to another vendor and need not waste each other’s time. Now things are broken apart and both customers are customer service are wasting a long time trying to explain issues on things that could never get done.

If Best Buy could not catch up with orders and the warehouse could not receive items on time, the right thing to do is to inform the customers about the truth and not selling these things at the first hand. Placing WRONG information on the website and HIDING the truth of severe delay in manufacturing and delivery were very disappointing service as a business to any customer. I now have very serious concern about the integrity of Best Buy and all I wish is just cancelling this order. Cannot afford any more time trying to call and wait (often hours) for customer service and to sit at home with no one coming for delivery.
Posts: 1,020
Topics: 75
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Registered: ‎10-19-2017

Re: Delivery and installation no show

Hi there, vegi55,

 

Welcome to our Best Buy forum community!

 

Although I wish you were connecting with us under happier circumstances, I'm glad that you took the time to bring this to our attention. Getting new appliances is a big deal, and we're honored that you decided to make this purchase with us. That's why it hurts me so much to hear that your shopping experience was not the stress-free delivery and installation we intended.

 

Our goal is always to provide the best level of support we can, and we know an important part of that is providing proper communication; I'm sorry that wasn't the case with your order. As someone who has stayed home for deliveries, I can imagine how frustrating it would be to have your delivery window pass without anyone showing up or getting in touch with you with updates. That's not how things should have gone!

 

While we'd love if you could give us another chance to fulfill your order, I can understand why you'd want to cancel at this point. For me to look into our options with your order, can you please send over your full name, phone number, email and order number using the "Private Message" option in my signature below?

 

Cheers,

 

 

Elle|Social Media Specialist | Best Buy® Corporate
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