Add Product

Search Results:

Reply
New Member
Posts: 2
Registered: ‎07-02-2018

Horrible delivery experience and subpar customer service

I purchased a washer and dryer set from Best Buy because my dryer died and they were offering the soonest delivery date.   Although products showed a next day delivery (Friday), the actual delivery could not be scheduled until after the weekend so my delivery was scheduled for today (Monday) and I was given a delivery window of between 1:00 and 4:00 PM.  

 

At 3:30 PM, I received a call from the delivery driver stating that they were headed my way and arriving in 30 minutes.  Over an hour passed, and I received no phone call, and no delivery. Finally I received a call at 5 PM stating that they would be arriving in 15 minutes. They did not arrive until 6 PM. And how do I know that they arrived? Because the delivery driver walked up to my porch and opened the door to walk into my house... without knocking first!  

 

I have two dogs, one of which is an escape artist who will shoot out of the door to chase animals in the woods, and it takes hours upon hours of stressful hunting to find him again... IF he doesn’t get hurt or hit by a car first.  We are very mindful of opening the door for that reason and it’s almost always locked.   Luckily my slow Frenchie made it to the door first and it caught my eye so that I could grab my escape artist before he ran out the door or bit the delivery driver.   I specifically asked for a heads up on the delivery so that I could put the dogs in their crates, but instead I was greeted by a random, unidentified man opening my front storm door.  I was not given an apology when I asked why my door was opened without a knock first, but instead I was told "I was trying to get your attention.  Do you want to come look at your dryer, it’s damaged."  I have all of this on my security camera feed, too.  

 

Despite the driver’s lack of interest, I took a minute to explain why I was upset and suggested that he knock on the door first when making customer deliveries, rather than just walking into someone’s house unannounced — and he literally said "I don’t know you, I’ve never been here.. how do I know you have dogs".   Okay then...

 

At this point I was put off and beyond interested, and refused the delivery all together.   

 

We have security cameras and after watching the footage of what happened in front of my driveway, I’m pretty sure the drivers damaged the dryer by dropping it off the back of their (Enterprise rental?) truck.  The truck was a rental, a small one like I could have rented myself to pick up the set.  It had no ramp and no lift, and they did not use strap to get the dryer down to the street. They literally dropped it off the back of the truck onto the street, unboxed it, and then put it on a hand truck cart.  Of course it’s damaged on the outside, and probably all jacked up on the inside, too.  No thanks.  

 

I could easily chalk this up to a poor delivery experience solely... except I had been calling Best Buy all day and was unable to get through.  I was hung up on 3x by customer support personnel who were trying to "get me to the right person."  I spent at least 15-20 minutes on hold with them each time, and several attempts at the call back service for a total of well over an hour of back and forth on the phone.   This was all before my horrible delivery experience, and just to get an ETA since I sat around my house all afternoon waiting.    After the horrible delivery attempt, it took another few calls and over 45 minutes to get a live person.  

 

And once I did, I was told by my "case manager" that nothing could be done for me today... just call back tomorrow.  Huh?  It’s a holiday week and I can’t do laundry.   And your system doesn’t recognize that I didn’t get my order today and until it does, there’s is nothing that you can do?  NOTHING?   Hmmmm...

 

Sure, I’d love to waste another day waiting for an answer about how this will be made right.   I’m elated that now I might be so lucky as to get a replacement here by the end of the week (it’s Monday), if at all.   

 

So I will call again, tomorrow, to waste another hour of my life... probably to cancel my order completely.   

 

This is was very disappointing, and not a first for Best Buy. I went through a similar incident with delivery delays when ordering a dishwasher from them.   Their warranty service is awesome which is a shame, because that’s the only reason I just didn’t buy a set from amazon.   I know it’d get to me faster and not damaged, that way.  The customer experience from Best Buy at the time of purchase through delivery, has been abysmal.  

Posts: 1,212
Topics: 18
Kudos: 140
Solutions: 51
Registered: ‎10-19-2017

Re: Horrible delivery experience and subpar customer service

Hello Lisa427,

 

Welcome to the Best Buy forum and thank you for reaching out to us to provide feedback about your experience. It sounds like your delivery was not at all what we would like for our customers as we strive to provide great service through all lines of business. From what you describe, there is obviously room for improvement.

 

I’ll be happy to speak to you further about your situation. Generally speaking, in regards to any rescheduling, the agent you spoke to is correct in that our systems would not typically allow any modification right away as the day of a delivery an order should be in a non-modifiable status that should not change until after product is checked back in and the order is updated accordingly. Though I can understand why this would be quite frustrating, I’m hopeful that you were able to speak to the right people to get your order rescheduled.

 

That being said, for me to see your situation in detail, please send a private message with your full name, phone number, email address, and order number. As you may already know, you should be able to send me a private message by clicking on the blue “private message” button in my signature.

 

Thank you,

Kayla|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
Highlighted
New Member
Posts: 2
Registered: ‎07-02-2018

Re: Horrible delivery experience and subpar customer service

[ Edited ]

Hello Kayla,

 

The order that I referenced in my post as a horrible delivery experience is #{removed per forum guidelines}.  I never did recieve the items, so I have since cancelled that order; mainly because I only ordered that particular washer & dryer set online because it stated that it was available for next-day delivery in my area.  It actually wasn't, and it was scheduled for delivery several days later.   Since the items never were successfully delivered and because the scheduled delivery of those items on 7/5 was horrendous, I cancelled the order for this set and ordered what I wanted in the first place, a more expensive LG front loader washer, dryer and sidekick.  That order is #{removed per forum guidelines} 

 

My delivery of the new/replacement order is scheduled for today, July 9th between the hours of 12-4pm, although I did receive a conflicting email also that said the delivery window was from 11am - 3pm.   For that reason, I have spent the day at home waiting since 10am just in case they were to come early or late.  However, I have not received any phone calls.  It is now 3:55 PM so I assume that yet again, my delivery not running on time.  If I had to guess, I am going to again be faced with a delivery that is hours after the projected window (my last one was scheduled for the same 12-4pm window and they did not arrive until after 6pm... and with a damaged product.)   I have been without a working dryer now for 2 weeks and am anxiously awaiting the opportunity to do my household laundry.  I really hope they arrive today without any issues, or I will most certainly be cancelling this order and never ordering from Best Buy again.  

 

The person that I spoke with on the phone explained to me that Best Buy offers compensation commensurate with a customer's inconvenience.   My delivery 'attempt' on July 5th most defintely warrants such a refund/credit, however since it is nearly 4pm and I have not heard from anyone at Best Buy, I gather that I will be experiencing a similar inconvenience with respect to this delivery as well.  

 

My info, as requested, is below.  Thank you for your response to my post.

 

Lisa {removed per forum guidelines}

{removed per forum guidelines}

{removed per forum guidelines}(phone)

l{removed per forum guidelines} (email)

Posts: 1,212
Topics: 18
Kudos: 140
Solutions: 51
Registered: ‎10-19-2017

Re: Horrible delivery experience and subpar customer service

Hello Lisa,

 

I apologize for the delay in my reply! Thanks for writing in to give me an update as to the status of your original order as well as the new order you placed.

 

In looking at the second order, I’m seeing that it was delivered on July 9, though I do have some additional questions for you regarding your experience. I’ll be sending you a private message shortly to regarding that. To check your private messages, please just log into the forum and select the envelope icon in the upper right-hand corner of the screen. I look forward to speaking with you further.

 

Thank you,

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