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New Member
Posts: 3
Registered: ‎12-04-2018
Accepted Solution

Huge Delivery Issue and Inconvenience, No Compensation

Hello,

I placed an order for a washer and dryer Nov. 1st, 2018.  They offered free delivery on certain size orders, so I schedule one (I also have a sedan, so pick-up is not an optioin).  The scheduled delivery was for Nov. 23rd, 2018 in the morning.  I received the call the day before narrowing it down to 8am-10am.  I received multiple calls saying the delivery was delayed.  At 12:15pm I hadn't received a call with an update and had to call to reschedule.  I wasn't going to be kept waiting at home all day for the washer and dryer to arrive.  The reason I scheduled it for the 23rd was because I had the day off like so many others and didn't have to take time off of work.

 

I called the next day to reschedule for Tuesday, Nov. 27th in the afternoon.  I recieved a narrowed down time of 12pm-2pm the day before.  I received a call just before 1pm saying they were running behind (AGAIN) and they wouldn't be there until 2-3pm.  I wasn't able to stay home for that long (I was already taking a long lunch break so I could be home for the delivery), so I had to once again reschedule.  I spoke to someone that afternoon and they told me it was going to be re-scheduled for Friday, Nov. 30th in the morning.

 

The rep stated that sometimes delivery issues happen, but its extremely rare that it would happen to the same person twice.  He was going to make note of it on the account to avoid a third re-schedule.  Also, during this conversation I had asked about compensation since this is extremely inconvenient since I have to take time out of my work day to be home for a delivery, especially when the original delivery didn't require me to take time off.  He said that compensation could only be provided once and they do it after the parts were delivered so the condition of the appliances could also be considered (makes sense).

 

It's now Thursday night and I haven't received my narrowed down time.  I look at my order online and note that it's still stating I need to reschedule.  I call only to find out that the rep failed to schedule the delivery for Friday as promised, but did note it under the account.  This rep then schedule the delivery for Sunday, Dec. 2.

 

Once again I had asked about compensation prior to delivery since this was now bordering on ridiculous that I haven't been able to get my appliances after ta third (attemp).  At the time I felt that I still wasn't guaranteed to get my appliances during the agreed upon time given the track record so far.  It made sense to ask for compensation up front so that even if I had to wait a little longer, I knew I was getting some money back.  The rep again assured me that my invonvenience would be taken into account, but the compensation could only be issued once.  Therefore, it was best to wait until after the appliances were delivered so their condition was considered.  Again, made sense, especially now that the appliances had been moved on and off a truck multiple times.

 

The narrowed down time for the Sunday delivery was 7am-9am, so I was glad I'd likely be one of the first deliveries.  Indeed, I was likely the first as they showed up right at 7am.  The installation was quick and my old appliances were carried off.  The washer does have a small scratch, approximately 1 inch in length, but I wasn't going to bring it up because of the size (this will be important later).

 

Fast forward to today, Dec. 4th, when I call in to discuss compensation.  I had explained to the rep just what was explained above only for him to tell me that they don't compensate for time lost on the side of the customer., despite having been told that I would get compensation.   All he could do it tell me that "he's sorry I was misinformed".  I understand that certain delays can occur, but the delivery of my appliances goes well beyond "delay".  I explained that I could have cancelled my order and taken my business elsewhere, but chose to stay with Best Buy because I was an Elite member and I wanted the points.  Plus, their delivery schedule was better than Home Depot's at the time of the order.  Realistically, I could have ordered from Home Depot on Nov. 1st and still gotten them delivered around the same date (give or take a couple of days) when you account for the delivery delay.  Then I bring up the scratch only for the rep to tell me I only brought it up because he just mentioned it.  I do have photographic evidence to provide it exists and it's timestamped on the day of delivery.  It was quite rude for him to suggest I only bring it up after I have been told I won't be compensated unless there is damage.

 

In short, I'm not being provided any compensation for the delay and inconvenience of having to wait around for a delivery that doesn't come on time.  What's worse is only offering compensation once and after the delivery seems like a way to gain leverage over the customer.  Once you have the appliances, it's not like you can cancel the order and take your business elsewhere, and returning the products only means you go without those necessary appliances until you get replacements from another retailer.

 

I like Best Buy and the products they sell.  They are the only real big electronics retailer besides P.C. Richards in my region.  However, after this experience I will no longer order appliances from them, especially because you usually can get the same product at Home Depot for the same price, and they'd likely delivery it on time (even if its a little later).

 

I'm hoping this message is seen by someone at Best Buy that can actually offer a resolution to this and make things right.

New Member
Posts: 3
Registered: ‎12-04-2018

Re: Huge Delivery Issue and Inconvenience, No Compensation

After reading other posts about delivery issues and multiple reschedules, I wonder if other people have had luck in obtaining compensation for their inconvenience. It would seem wrong not to offer any sort of reparations after having wronged a customer in that way. Especially when other companies do offer reparations.

For example, I placed a $20 order with Amazon - a movie. I am a Prime member, so two-day delivery is expected as this item was Prime eligible. The movie arrived late (2-3 days), and I notified Customer Service. They issued me a $5 credit for my next purchase...just because my $20 item was late. I dare Best Buy to offer similar reparations.
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Registered: ‎04-18-2017

Re: Huge Delivery Issue and Inconvenience, No Compensation

Hello there!

 

Thank you for your message and for sharing this experience with us. I am sorry to see that there were so many issues with getting your appliances delivered. This is not what we expect for our customers as we always hope to deliver a positive experience from start to finish. With that being said, I would be happy to look into this for you. If you don't mind, can you provide us with your name, phone number, and email address in order for us to validate your information? Please feel free to send this as a private message in order to protect your information.

 

I look forward to hearing from you!

 

Alison|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 3
Registered: ‎12-04-2018

Re: Huge Delivery Issue and Inconvenience, No Compensation

Thank you Alison for helping to resolve this issue.

I did receive a credit back towards the original order that I felt was an appropriate amount given the inconvenience involved in the delivery of the order. This has restored some faith in Best Buy's ability to resolve customer issues.
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Registered: ‎04-18-2017

Re: Huge Delivery Issue and Inconvenience, No Compensation

It was my pleasure, Nick!

 

Thank you for allowing us to assist, and I hope that you have a lovely holiday season. Let us know if we can help with anything else!

 

Kind regards,

 

Alison|Social Media Specialist | Best Buy® Corporate
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