01-21-2022 02:58 PM
What a disappointing delivery experience so far. My husband and I have been home all day waiting for our refrigerator to be delivered. We even moved the old one closer to the front door of our apartment so that whoever delivered the new refrigerator could be in and out of here. We got an email at 1:48pm with an estimated arrival time of 2:20pm. So we removed all of our food out of the old one to minimize the time it was out of the fridge. We get a call at 2:11pm - we're not able to answer it in time and it goes to voicemail. The voicemail says that it's Jennifer from Best Buy Delivery and that they are onsite and will leave in 15 minutes. My husband races downstairs out of our apartment building but no delivery truck is in sight. At the same time, he's calling our Best Buy Sales Associate to let him know what's going on. I am trying to call the number that left the message, but it keeps going to voicemail. Both of our calls to Best Buy are at 2:16pm and 2:17pm. That's not 15 minutes . . . .
Then we try the Appliance Resolution Line (800-304-1259) - me, my husband, the sales associate – we’re all scrambling to get ahold of someone. I finally get to talk to someone, but he claims the drivers took photos at 2:00pm, 2:XX and 2:15pm (? - can't remember exactly) . . . and since they followed protocol, they can't come back, because they are too far out. No they are not - no way they can be that far out, if it took them 12 minutes to get to our home - how far away can they really be?!?!? Delay tactic. The rep said the best he could do was email the leadership and wait for a response from them but can't make promises anything can be done today - that's just another delay tactic so that it gets to a point where nothing can be done. I cannot believe that Best Buy (a technology company) cannot figure out how to get a hold of a driver. Our calls were within 15 minutes of that 2:11pm phone call.
Also - how could they have followed protocol? We live in an apartment building. If you don't call us when you arrive or know how to use the intercom system, then how will we know you're there? We have never had a delivery issue with other companies needing to make a siilar type of delivery, because they actually want to deliver the goods. It's like Best Buy wanted this delivery to fail. If your drivers cannot call or text when they arrive, how are we supposed to know they are there? Everyone else who delivers large items like a refrigerator know to call when they arrive - not midway while waiting for us to come out when we have no idea they're even out there.
And so now we're supposed to wait until Wednesday the 26th for delivery?!?!?!?! NO!!! UNACCEPTABLE!!! We were here ALL DAY - I haven't left the apartment since yesterday. My husband took off work so he could be here. So - we're expected to wait basically all day for Best Buy to deliver something within a six-hour window, but your drivers can't call set aside one minute to call when they arrive - but they had time to snap and upload photos to prove how 'hard' they really tried to deliver the refrigerator - so they must have smart phones - I mean, come on. Instead of snapping photos, they should have been calling me at those same intervals. It’s like they wanted the delivery to fail. This is RIDICULOUS!!! DO BETTER!!! DELIVER MY FRIDGE!!!
01-21-2022 03:26 PM
Hello, Act1nup, and welcome to our online community!
Thank you for posting on our forums regarding your experience. Having to wait for a new appliance would be frustrating, and I can understand wanting this addressed. I'd like the chance to follow up on this and assist. To ensure we investigate all our available options to assist you. I will need to verify some information, could you please send me a private message that includes your full name, email address, phone number, and the order number.
I'll keep an eye out for your message.