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New Member
Posts: 2
Registered: ‎05-03-2021

Dishwasher delivery not happened despite 12 hours of waiting....

[ Edited ]

So on April 21, 2021 we purchased (paid for) a Bosch dishwasher through Pacific Sales and Best Buy online. On Thursday April 29th I waited during our scheduled appointment time (7-1) and got a phone call with a voicemail message around 10 am from the delivery driver asking me to call him to discuss where to park. I had called three days before the scheduled delivery and given instructions as to where they could park and to use a side to back entrance so they would not have to deal with stairs. I called this driver back at least 15 times but his vm was not set up and I could not leave a message and he never picked up his phone. Later that afternoon I learned through your customer support that he decided our streets were too narrow for his big truck (note: we have lived here ten years and big trucks make deliveries up here all the time). I was told they would reschedule with a smaller truck or van for Saturday May 1st for 12:00 noon to 8 PM (a huge window of time!) We changed our plans and waited all day. No calls, no emails....no communication....and no delivery. Sunday May 2 we went into the Woodland Hills Best Buy and spoke with two sales reps at Pacific Sales who tried to help us. They said the records showed our DW was still out for deliver and was not yet back in the warehouse and therefore until it was there was nothing they could do. They did research and found out the second delivery attempt on Saturday 5/1 DID happen but the driver said the streets were too narrow and took a picture before he left the area. Ironically the picture he took which the sales rep showed us, shows an adjacent street, not the street our house is on however he was standing approximately 40 feet from the corner of our property and approximately 60 feet from the ramp down which I had previously advised could be used to facilitate an easy delivery. THIS DELIEVERY DRIVER WAS STANDING IN FRONT OF OUR HOME AND NEVER BOTHERED TO CALL, KNOCK, RING THE BELL OR LET US KNOW HE WAS THERE! We waited 8 hours for him (after having waited four hours the previous Thursday) We have now waited 12 hours for this delivery, plus we have gone in person to the store where we spent approximately one hour, and we have no dishwasher and no ability to schedule our delivery. We are therefore out of options other than to make this public post in hopes that someone will pay attention and do what needs to be done to get our dishwasher delivered and installed for us. Thank you. {Removed per forum guidelines}

Posts: 172
Topics: 3
Kudos: 9
Solutions: 7
Registered: ‎11-12-2018

Re: Dishwasher delivery not happened despite 12 hours of waiting....

Hello, LornaBank.

 

Thank you for reaching out to us.

 

Choosing new appliances can be an investment in your home, and I’m sad to hear that things have not gone as expected during the delivery.

 

We strive to provide the best service possible, and I’d be happy to take a deeper look into the situation and review what happened.

 

To get started, can you please send me a private message with your full name, email address, and phone number? You can send me a private message by logging into the forum and clicking on the blue button across from my signature on this post.

 

Best,

Natalie|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 2
Registered: ‎05-03-2021

Re: Dishwasher delivery not happened despite 12 hours of waiting....

[ Edited ]

So, today is Wednesday May 5th and we have numerous private messages from your employee Natalie and phone call from your office assuring us that you rescheduled our DW delivery for today, May 5, between noon and 8 PM.  Natalie wrote to me via private messages over the past two days and said she personally contacted the warehouse and delivery driver is aware. I have now waited from noon to almost 8 PM with no delivery. I did get an email from BB saying the driver was close and would arrive at 6:35 PM and I have been sitting outside waiting since 6:10 PM but no delivery, no driver. This now makes a total of 28 hours I have waited for this delivery over a period of three days - four hours the first time, eight hours the second time and eight hours today.  What the heck is going on with your company? I am speechless. Making this as public as possible since clearly there are some major issues with this system. So disappointed in your service, Lorna {removed per forum guidelines}