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New Member
Posts: 4
Registered: ‎08-04-2021

Failure to follow through with delivery and failure to care afterward

I had the worst appliance delivery experience. Received a call the evening before to confirm and "narrow" the previous delivery timeframe from 7am-1pm to 9am-1pm (a joke if you ask me but that's not the bad part). The next morning, around 10am, after cleaning and making way for the delivery all morning, I get a call from "dispatch" saying that the delivery guy called in sick so nothing he was set to deliver would be delivered. They couldn't have told me this back at 7am when things were not being delivered during the first block of time? Then, the dispatch told me that they had no answers as to when or how my appliance would be delivered and told me to call Best Buy. I call Best Buy and sit on the phone for over an hour to basically be told "well, it says in transit so there's no way to reschedule you and we've decided to cancel the order." Wait what? So I go into the Best Buy and ask to speak to a manager. The associate (very kind young man) goes to get the manager but comes back with another 1-800 number for me to call. The manager refused to come out. Instead, the "special 800 number" was another dead end. I wouldn't be surprised if he had know that it will lead me no where again and eventually I'll return home exhuasted with no more fight in me and willing to just sit back and wait instead of spending ANOTHER 5 hours trying to get through to someone! It's ridiculous. Then, I go online to find that this "sick driver" excuse and blaming the third party with a  lack of consideration for the customer's time, is being used in many different states. The "third party" doesn't take responsibility and Best Buy is not prioritizing it's customers by stepping up and doing something to make it right. Ultimate game of hot potato and who gets stuck with the blame. I've never, in my life been so appalled at customer service experience. I've actually never even written a review like this because I don't like to mess with people's livelihoods. It is inconsiderate for a company to expect their cutomers to desperately spend hours on the phone and then think that receiving my response in 36 hours is remotely okay. The default answer of well "it's still marked 'in-tansit'" so we can't do anything is rediculous. 36 hours to get a response on an item that should be made a priority? Does that mean tomorrows deliveries go out with no problem ahead of mine while mine sits "in transit" somewhere in limbo because there's supposedly only one delivery driver in the area? Or am I supposed to believe that no deliveries are being made for the next 36 hours? If I see any real action or communication to try to make things right for the customer, I'd be happy to post an update and toute their excellent customer service but for now I've lost all confidence as I've exhausted every other avenue while I'm stuck trying to potty train a toddler with no washing machine and no actual solution in sight. I went with Best Buy because they made a delivery promise and they failed to hold up their end. 

Posts: 969
Topics: 55
Kudos: 118
Solutions: 50
Registered: ‎07-23-2018

Re: Failure to follow through with delivery and failure to care afterward

Hello, defanning10,

 

Thank you for reaching out about this. When our customers need support, our online community is a great place to visit, as our team of moderators is always happy to assist. What you’ve described is not a reflection of the level of service Best Buy is committed to providing. On the rare occasions when unexpected delays occur, communication is vitally important. Our support teams, including our store leaders, should be making all efforts to ensure any concerns are resolved. With a busy schedule myself, I understand how important it is for these types of appointments to be accurate, and I apologize things did not go as planned. I would like to review the order history, as well as offer any additional support I’m able.

 

To proceed, please send a Private Message. For verification purposes, please include your full name, email address, and telephone number. To send a Private Message, simply select the darker blue icon, which is located across from my signature. My normal days off are Friday and Saturday. If you do not receive an immediate response, I will get back to you, when I return. Going forward, I will do all I can to help.

 

Sincerely,

Sarah|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 4
Registered: ‎08-04-2021

Re: Failure to follow through with delivery and failure to care afterward

This seems to come down to an issue of trust. I have seen promises of feedback inspiring and motivating change on many comments and complaints made here, and yet, with similar circumstances occuring as far back as March 2020, there seems to be little change. It appears to me, that no matter what, the burden remains with the consumer. The time spent preparing for a delivery and not spent looking elsewhere in anticipation of such a failure, the exhaustive (unpaid) hours poured into the hunt for answers when such a failure occurs, the decision to replace the original purchase with a different choice (which again takes time), the risk to make such a decision and trust the same company again....

 

Every true burden falls on the consumer while the company feels zero inconvenience. When an employee offere "i'm sorry," that's a nice gesture. Or offers to help you through the situation, that's nice of the employee. At the end of the day, when their shift ends, the burden of helping a customer through this trouble also ends, while the inconvenience to the customer remains perpetual until the problem is resolved. Employees are paid for their time assisting customers, while customers desperately trying to find the hours between their other respoinsibilities (like work) to figure out a solution. At some point in time, the customer should not be the one sitting here thing up solution. At some point in time, the integrity of someone, literally ANYONE at Best Buy as far as I've encountered, should say to themselves, "This is wrong. And we should do more than give a standard answer. We should try to make it right because it was our mistake which has caused such immense distress and it should be our RESPONSIBILITY to (at very least) relieve this stress we directly imposed." And yet, no one has offered that. No one has said, yes, I'll step up and honestly think outside the box to undo the stress the company caused. 

Posts: 969
Topics: 55
Kudos: 118
Solutions: 50
Registered: ‎07-23-2018

Re: Failure to follow through with delivery and failure to care afterward

Hello again.

 

Please know, I understand your time is valuable, and it should be respected. I would be happy to continue working with you. Last we spoke, you were undecided on if you would like to wait for the original model to arrive, or if you would prefer to discuss alternate options, which may be more readily available. I will be responding to our Private Message thread, so I can provide ongoing support.

 

Best,

Sarah|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!