01-21-2022 03:41 PM
I ordered an almost 3k dolloar treadmill on December 28th for a jan 13th delivery. Closer to the delivery, the date changed to Jan 14th...ok no problem. The delivery guys came witht the box but the box was slightly damaged and the guys took the treadmill out piece by piece into the desired room. One guy came back and said, I have bad news, the install guide and screws are missing. They told me that they may be in the store warehouse because they noticed one guy struggling to get the box alone and the box flap opened. I went to the store the next day and one of the managers was able to find the package of screws and manual sitting in the open on the warehouse dock.
I spoke with the manager about next steps and was informed that I would need to reschedule the appointment but the status needed to be changed and this happens automatically in their system. I gave them 36 hours and called Customer Service.
Call 1 - I explained all of the above and was informed to wait another 24 hours for the system to update. I requested a manager and was informed it would take 24 hours. No response after 24 hours.
Call 2 - A lot more helpful and was able to do something to force a scheduled appointment but the first available was 3 weeks away which is unsatisfactory. I asked to have a manager call me back. No response.
Call 3 - On the line with the rep now and explained everything again for a 4th time. My case is already escalated and demanding a manager. Rep 3 is informing me that the Supervisor will tell me the same thing and that they cant call the vendor to try to have them fit me in sooner.
This has been the worst experience I have ever had at Best Buy. I have been an Elite member for years and depending on the outcome, I will definitely go to a competitor instead from her on out.
01-21-2022 04:13 PM
Thanks for reaching out to us on this, and I can certainly understand why you would be concerned by how this treadmill delivery has been handled so far. I would love to see what can be done to resolve this for you. Can you send me a private message with your name, phone number, email address, and order number? To send me a private message simply click on the message button in my signature.