Delivery & Installation

[Smcphail62]

I purchased a tv on 01-18. Scheduled it for delivery and installation was on 02-05. On 2-04, we received a call delivery and installation was set for 02-05. On 02-05 at 8 am we received that delivery was not happening, at 11 am we spoke with a woman in customer service that the tv had made it on the truck and installation was happening and we should stay home all day. At 3 pm we called customer service and got told that our order was now split in two and delivery would happen but installation would not. We declined the delivery because we were told the next available installation date was on 02-17 and the tv would be sitting at our house for 12 days. Our super bowl party is now cancelled because Best Buy lied to us on delivery promises. Can’t you guys get your act together. I am now going to cancel the order and go elsewhere. And please don’t give me the supply chain excuse. Multiple times in 24 hours you guys changed your story on what was happening. You overbooked your deliveries. And you left me as a customer hanging. Best Buy has lost a customer and I going to tell my story on social media how miserable this experience was. 2.5 weeks to get a delivery right and you still screwed it ip multiple times.

[Jenni-BBY Retired: Social Media Specialist]

Hello!

Thanks for joining our community here on the Best Buy Forums. Getting a new TV should be exciting, especially when you have an upcoming party, and I am sorry to hear that your installation was not able to take place as planned. I am happy to look into the order further to see what may be possible. 

To start, please send a private message with your full name, phone number, and email address, along with the order number (if you have it). You should be able to do this by clicking the blue button near my signature. 

Best,

[Smcphail62]

Thank you Jenny for responding. {removed per forum guidelines},{removed per forum guidelines}, order number {removed per forum guidelines}, case number {removed per forum guidelines}. Best Buy has proposed a new delivery date of 02-17. This is not acceptable to me. I ordered my tv on 1-18, specifically for the Super Bowl and received Best Buy’s commitment it would be delivered on 2-05. When I ordered it. I also received a confirmation on 02-04 via phone. In addition all thru the day on 02-05 the appointment calendar said it was going to be delivered between 12-4 and was assigned to phon. As I said the messaging kept changing during the day and no one would give me a straight answer.

[Jenni-BBY Retired: Social Media Specialist]

Thank you for that information, Edward!

In order to complete the verification process, can you please also provide your email address? From there, I should be able to look into this further!

Best,

Jenni

Best Buy Corporate 

[Smcphail62]

{removed per forum guidelines}

[Jenni-BBY Retired: Social Media Specialist]

Thanks, Edward!

I can understand how you are feeling and where you are coming from; I would likely feel the same way if I were in your shoes. While the TV is able to be delivered this week, different skills are required for installation and not all members of our delivery team are able to install. This team is not available to complete the installation service until the following week. If you would like, I am happy to set up the installation for the first available date and from there can indicate that you are open to an earlier appointment should one become available. 

Best,

Jenni

Best Buy Corporate 

[Smcphail62]

Jenny, no this is unacceptable. The day before delivery everything was fine. Then on Saturday it wasnt, then it was, then it wasnt. The order was taken with agreement that installation was to be completed by 02-05. Had I known Best Buy could not complete their end I would not have bought the tv from you guys. Now Best Buy has affected me personally resulting the cancellation of my party. Is Best Buy going to compensate me for their obvious screw up. Best Buy can bump another customer like I was bumped on Saturday. Otherwise either compensate me for the delay, I sat around on Saturday based on the guidance I will given. or I will go to the store and cancel the order. And rest assured I will not be silent about this really crappy service. This was just freaking horrible.

[Smcphail62]

Best Buy quite frankly sucked on this. There is no excuse.

[Jenni-BBY Retired: Social Media Specialist]

I am sorry to hear that this is how you are feeling. Should you want assistance with the order, whether this be a scheduling request or a cancelation, I am happy to help. 

Best,

[Smcphail62]

I will be going to the store to cancel the order. I do not trust that you guys can even process the cancellation correctly. Best Buy should have told us at the time of sale they could not deliver and install on the same date. . Looks all the reviews on recent Best Buy service are correct. I will be contributing to the negative comments.