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Posts: 1
Registered: ‎07-20-2021

Disappointing Delivery Experience

I ordered a new refrigerator on Tuesday 7/13/2021 for delivery on Friday 7/16/2021.  All of the appropriate emails and a phone call were received confirming and reminding me of the appointment. I unhooked the waterline from the old refrigerator and moved it to make space for the new one that morning.  I received an email saying that they were 15 minutes away at 11:30am. They arrived right on time.  After removing the box, the deliveryman asked me to come outside to the end of my driveway where the refrigerator was.   He showed me that there were two dents in the right-side door.  He said that they would take it back and bring another one out as soon as possible.  At this point, I was ready to accept the dented refrigerator because the thermostat inside of my old one was reading more than 50 degrees (and who knows when “as soon as possible” is actually going to be?).  And that’s exactly what I told the deliveryman.  He assured me that the fridge that I bought is always in stock and they would reschedule delivery for the first available appointment.  I asked if they delivered on weekends and was told only Saturdays.  They left with the fridge. I received a phone call from the Geek Squad after they left stating that the driver had reported the issue and that I would receive an email to reschedule delivery after the truck got back in the afternoon.


First, no email came.  I waited until the next morning.  Still no email.  I logged into my account to check that status.  The status was that I still needed to schedule delivery.  I had been expecting an email telling me this.


Second, the earliest date for delivery was Monday 7/19/2021.  It was obviously too late for me to schedule for Saturday and they don’t deliver on Sunday. I schedule for Monday 7/19/2021 between 7am and 1pm. Again, all of the appropriate emails and a phone call were received confirming and reminding me of the appointment. Including an email at 8:01am Monday morning saying “Today is the day! Your Agent has your products and is estimated to arrive between the hours of 7:00 AM - 11:00 AM.”  I moved the old refrigerator again to make space for the new one. I’d moved it back because my kitchen is small and it was basically in the middle of the floor. At 9:01am I received a phone call saying that the delivery people, for some unknown reason, hadn’t shown up and my delivery needed to be rescheduled again.  I told the gentleman on the phone that I’d been waiting 6 days already for delivery and my fridge is broken, that’s why I bought a new one.  He said again that he doesn’t know why the delivery people didn’t come.  I agree to let them reschedule again.


Lastly, the next available time for delivery was between noon and 6pm the next day, Tuesday 7/20/2021.  I would have preferred morning/early afternoon delivery as I had scheduled before but accepted that time because what else was I going to do, wait until Wednesday? Well, Monday afternoon I received an email that the estimated arrival time was 2:00 PM - 6:00 PM.


My fridge was finally delivered about five minutes before 2pm on Tuesday 7/20/2021.  The deliverymen were awesome.  They were courteous and friendly and removed my old fridge and had the new one in place in no time at all. Which I am very appreciative of.  I had made up my mind that if there were any more issues, I was cancelling the order and requesting a refund.  I could have rented a truck or paid a random guy with a truck to pick the fridge up and been less inconvenienced than I was by this situation. Six days without a refrigerator is a long time. I've bought and had appliances delivered by Best Buy before, I have never had such a disappointing experience.

Posts: 354
Topics: 10
Kudos: 72
Solutions: 5
Registered: ‎02-08-2019

Re: Disappointing Delivery Experience

Hey there, ElleB!

Thank you for joining our community here on the Best Buy Forums. I appreciate you taking the time to share your experience with us. 


It is important to me that our customers are heard, and I would like to ensure that your feedback is documented here at the Corporate Office. For me to do this, please send a private message with your full name, phone number, and email address, along with any additional additional details that you may wish for me to notate. You should be able to do this by clicking the blue button near my signature. 



Jenni|Social Media Specialist | Best Buy® Corporate
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