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Posts: 1
Registered: ‎11-05-2020

Escalate Formal Complaint

I purchased a washer and dryer set online on October 15th, 2020.


Delivery was scheduled for Octber 26th 2020. On the day of delivery we received a message that the delivery needed to be rescheduled due to difficulty with the route--the delivery truck did not have proper clearance to bypass a bridge. A note was made to use a smaller truck at next delivery. The delivery was re-scheduled for November 5th. 


Frustrating, considering we waited over 10 days for the appliance to be deliverd in the first place and we took time off from work. 


We called again to be doubly sure a note was made on the account to use a smaller truck on the next delivery date.


On November 5th, we took time off from work, our delivery was scheduled to arrive between 7am-1pm ET. We received a called from the dispatcher stating the delivery was 20 minutes away. After about 30 minutes we received another call from the same number. The caller hung up on us when we answered.


We called customer service and were told our delivery needed to be re-scheduled once again for the same reason the first delivery was re-scheduled.

My question: what is the point of making a note on the account if the delivery agents ignore the note??


At this point I will have likely waited over a month to receive an appliace I paid over $2,200 for! We just spent another hour with customer service, without speaking to a district manager and with no resolution to our problem at all. And once again another wasted day off from work!


Can someone help us receive our order?


Thank you,

Sarah de

Posts: 273
Topics: 10
Kudos: 49
Solutions: 1
Registered: ‎02-08-2019

Re: Escalate Formal Complaint

Hello, Sarahde!


Thanks for connecting with us here on the Best Buy Forums. I see that you have also sent us a private message around this, and I will be responding to you there shortly to talk about what's possible!



Jenni|Social Media Specialist | Best Buy® Corporate
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