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Posts: 20
Registered: ‎07-19-2019

Horrible Delivery Practice!!!!!!!!! Corporate needs to address immediately

The system and third party team in which best buy ulitized needs to be re-evaluated. There has to be a management team or system in place to hold there staff accountable when people are spending thousands of dollars on merchandise.

My personal experience:
I was scheduled to have my appliances dishwasher, microwave, range oven, hood, (refridgerator already delivered previously) delivered 7/18/19 between the hours of 7am-10am I knew I would have to leave early therefore I ensured to request an early delivery time. I call at approximately 9:20am to get an ETA on my delivery. I was told by best buy that they contacted the dispatch and they were unable to get in touch with the delivery team a message was left and the delivery team or dispatch would be in contact with me. I called back at approx. 10:30am and asked that the delivery team get in contact with me as I have to leave shortly and of they would communicate with me I could see how I could work out the availability of my home for the products to be delivered. Long story short best buy took it upon themselves to let the delivery team know that they would reschedule me and my products were never delivered. After telling the delivery team she would reschedule me she hung up never informing me that she had told the team that and made notes on my account that the call had disconnected, however she never called me back.

I called best buy and the dispatch team literally all day trying to at least get my merchandise the following day but was told my merchandise was on the truck and in an in transit status and the order could not even be rescheduled until the following day to which I had to call back myself and reschedule. What?!!! I continued to call please keep in mind I went to two best buy locations physically and made at least 20 calls with wait time averaging from 5-48 minutes to speak to a representative!!!!!!!!! After repeatedly calling I was told I would be assigned an account specialist agent which would work solely with me in resolving this matter and she would contact me within 45min-1hr. I never received that call!!!!

THE WORST PART IS THE WHOLE DAY I NEVER RECEIVED NOT 1 PHONE CALL FROM THE DISPATCH, THE DRIVERS, GEEK SQUAD, BEST BUY CUSTOMER SERVICE, MANAGEMENT OR ANY ONE ELSE WHO HAD ANYTHING TO DO WITH THE OVER $3500 OF MERCHANDISE IN THIER POSESSION. U N A C C E P T A B L E. There seems to be no management or system in place where anyone has any authority, everyone just passes the buck and seems to be clueless on how to communicate effectively and the worst part is the consumer suffers. I find this unacceptable and think that the higher ups need to get the policy in order for delivery and installation because it is currently a mess. Please keep in mind that this is a very short summary and I had a very long stressful day. I personally would like to get back my old refridgerator and return the whole order and repurchase with another vendor whom actually has this stuff together.

In conclusion After calling today Friday (the following day) to dispatch I was told that they are booked and the next delivery time would be Wendesday or Thursday, so i would basically be put on the end of the line.
Posts: 12,468
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Registered: ‎01-03-2013

Re: Horrible Delivery Practice!!!!!!!!! Corporate needs to address immediately

Good morning, Zakhiya1, 

Welcome, and thank you for your patience as you awaited our reply. Purchasing a whole new kitchen's worth of appliances would be incredible. I know I would love to remodel mine, new appliances included, but that will be a project for another time. We strive to ensure these purchases go smoothly from selecting the units online or in store, to having them delivered and installed in your home. While these purchases are exciting, they require arranging your schedule to make someone available to receive them, so any delay can be incredibly inconvenient. I apologize for any reschedules we've had to perform. If you are still in need of assistance, please feel welcome to send me a private message via the link in my signature below. In the message, please include your name, phone number, email address, and order number. 


Tasha|Social Media Specialist | Best Buy® Corporate
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