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Posts: 1
Registered: ‎11-17-2020

Failed delivery

I ordered a gas range from roughly a month ago and set the delivery date for 11/14/2020. 


When the date came, a third party came to install the range. The technicians were unable to get the burners to light up despite the fact that gas was coming through to the stove and everything appeared to be in working order. I showed them online that this particular range has a "lockout" feature when you plug it in for the first time which prevents the burners from working. The technician told me he didn't want to "waste his time" and they took the range from my home and brought it back to the local store.


I was told I would receive a call when they brought it back. I received no call after more than an hour, so I went to the store myself. I was told that they could not try to reschedule a delivery because they needed to wait for an overnight process to release the order back into the system and that I would get a call at 10:30AM the next day to set up a new delivery date.


10:30 the next morning came and went with no call. I went back to the store to inquire about what was happening and what was to be done. Was told at this point that a new appointment could not be made because KitchenAid was not allowing them to order a new one. Instead of looking for stock at other stores or warehouses, I was told that the order would be unable to be fulfilled. 


I did not even get an apology for the rude unskilled labor that was sent to my home that not only couldn't perform the task they were contracted to do but also damaged my countertops. I was told by the associates in the store that "this is appliance delivery in 2020", as if COVID-19 is responsible for the way I was treated both by the contractors in my home and by the associates in the store. I can understand if things might be out of stock or hard to get in your store. The unskilled labor and inability to install a gas range or fulfill an order placed over a month ago can only be explained by rank incompetence on the part of Best Buy.


Ultimately my order was canceled and my card refunded. I imagine I will find a range at another store and I will either install it myself or hire someone with experience to do it since Best Buy cannot. 

Posts: 5,177
Topics: 55
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Registered: ‎11-29-2016

Re: Failed delivery

Good afternoon, jmanske,


While I wish your visit to our forums were under more fortunate circumstances, I do appreciate you taking the time to join our Community to share your experience with us.  Whether it’s our Geek Squad, or a third-party installation company, we hope our customers will have a positive experience whenever entrusting us with their appliance deliveries and installations, so I’m sorry to hear the install of your range proved to be such a sour experience for you. 


While it sounds like you’ve since decided to cancel your order, I’d like to make sure we’re properly documenting your experience here at our Corporate Headquarters, to ensure your feedback is visible to the appropriate parties for any coaching or training opportunities that may present themselves.  For me to do so, I’ll ask that you send me a private message with the following information:


  • Your first and last name
  • Your phone number
  • Your email address
  • Your order number


As you can imagine, we’ll want to keep this sensitive information out of the public view of our Support Forums, so be sure to use the blue “Private Message” button in my signature to send me the information requested.  If you’re accessing our site on a mobile device, you may need to switch to “Full” or “Desktop” view before this button is visible to you.


Looking forward to hearing from you,

SeanM|Social Media Specialist | Best Buy® Corporate
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