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New Member
Posts: 2
Registered: ‎12-15-2021

Failed Delivery & Poor Communication

We placed an appliance order approximately three weeks ago. We were assigned a delivery/install date oef 12/14 between 12 & 8. On 12/13, we received an email with an updated window of 12-2. At 3 PM, I called Best Buy. I was advised "the order still shows being delivered today, but unfortunately I can't give you an ETA."

We placed a second call at 5:30 PM. We were advised "You're still in your original delivery window of 12-8, so please call back if no one is there by 8."

We place a third call at 8:05, sit on hold for 40 minutes, only to be told the delivery has to be rescheduled becuase the installer wasn't available. 

1. When was that information made available to Best Buy and how come no one called us?
2. How come we had to make three phone calls for that information to be relayed to us?

3. Why, when we were discussing this with Best Buy today, did they tell us that a delivery attempt was made and no one was home? That is a flat out lie, becuase I work from home and have for 6 years. I rarely leave the house during the day, especially if we are expecting a delivery.


The lack of communication, the lies, and the terrible third-party oversight of the XPO contract is embarassing for Best Buy. This is the 2nd appliance in the last 6 months where a delivery was not able to be made because someone screwed up. In both instances, we had to call Best Buy to figure out what was going on. We should not have to be chasing down a delivery. If you are hired to deliver and install something and can't make it, you should be calling us.

Posts: 973
Topics: 55
Kudos: 121
Solutions: 51
Registered: ‎07-23-2018

Re: Failed Delivery & Poor Communication

Hello, jkrzeb,

 

Thank you for taking the time to share your experience with us. The delivery of major appliances requires careful planning from all parties involved. With a busy schedule myself, I understand the importance of accurate scheduling. If there had been an unexpected delay, you should have been informed, in a timely manner. If there are any concerns our customers may not be available to accept a delivery, all efforts should be made to verify this. I’m sorry to hear things did not go as planned. I’d love to see what I may be able to do to help.

 

To get started, I’ll first need to confirm some of your information. Please send a Private Message. My normal schedule is Sunday through Thursday, just so you’re aware of when you may expect a response. To send a Private Message, simply select the darker blue icon, which is located across from my signature. I look forward to hearing from you.

 

Best,

Sarah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎12-15-2021

Re: Failed Delivery & Poor Communication

For what it's worth, it's been a week since we have heard from someone and we still are no closer to a resoultion. This really is mind boggling at this point. How can one order for one appliance be so messed up that no one can provide us answers? 

Posts: 973
Topics: 55
Kudos: 121
Solutions: 51
Registered: ‎07-23-2018

Re: Failed Delivery & Poor Communication

Hello again, jkrzeb.

 

While it is nice to hear from you again, I am sorry to hear there have not been any recent updates. As we had discussed, because you are not the original purchaser, I would not be permitted to discuss the order history with you. I would encourage you to ask the original purchaser to respond to their Twitter DM thread, so my colleague can continue to assist them.

 

I do see you also sent a Private Message, so I will be replying there to ensure you receive this information.

 

Kind regards,

Sarah|Social Media Specialist | Best Buy® Corporate
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