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Posts: 1
Registered: ‎07-09-2021

Failure to Provide Promised Delivery Services

[ Edited ]

We bought a new frrezer under order {removed per forum guidelines}. The new freezer was supposed to be delivered Thursday.  Because I am a senior citizen and recovering from a knee replacement, I asked my son to be on hand for the delivery to assist with the delivery if necessary.  I had to leave for a session of Physical Therapy just at the beginning of the specified delivery time window.  We had opened the garage and had a clear path to the laundry room just inside the house from the garage.  Here is what my son told me happened with this delivery:



OK. You need to file a complaint with the Best Buy delivery. Not only did they try to leave the freezer in the box in the garage, and THEN tell mom they were here by calling, but the dude then made excuses about not putting it in the house.

I told him that if we had known they were coming, we would've been able to get the door off the hinges. I told him it would take me about 30 seconds. He proceeded to wheel the freezer up to the back door, and then say "we took it out of the box, it's got wheels, and we have 20 more deliveries to do." I was in the process of taking the door off the hinges. It would've taken him one more minute of time as I removed the door.

They left without putting the freezer into the house. You need to point out that if your middle-age son wasn't here to help, the freezer would've been in the garage with no one able to take it into the house. These (expletive deleted)  basically drove off as fast as they could before I could protest that the door was almost off the hinges, they left so fast I couldn't stop them. Literally took me a minute to get the door off the hinges, mom is my witness.

You need to file a real complaint. That was not OK.

I did not appreciate doing their job."

This is an example of the worst customer service (sic) I have experienced in many years. From my son's narrative, it is apparent that the delivery agents would have left the freezer in the box inside our open garage door and just left it there. That is not what Best Buy promised as delivery conditions.

It is also apparent that the delivery service is only being measured by how many deliveries they get done in a day, not whether or not those deliveries give the customer what Best Buy promised.

Best Buy ought to be ashamed of itself, but I highly doubt that will happen.

Chuck {removed per forum guidelines}


Posts: 173
Topics: 7
Kudos: 44
Solutions: 2
Registered: ‎08-02-2019

Re: Failure to Provide Promised Delivery Services

Welcome to our community, chballard,


Thank you for reaching out to us. A new fridge would be a welcome addition to any home, especially during the warm summer months. We strive to provide a smooth delivery experience, and I can understand your concerns if the deliver may not have gone as expected. 


For safety reasons, our teams may not be able to make modifications to a delivery site. Because of this, we do suggest railings, banisters, doors, and shelves to be removed prior to the scheduled service date. This is the best way to ensure that all services can be completed. To prevent any potential damage to the property of our customers, our teams are not permitted to remove these items themselves. You can find more in the link here.


With that being said, I would be happy to learn more about what happened and go over our options. 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.

Scott|Social Media Specialist | Best Buy® Corporate
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