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Posts: 1
Registered: ‎08-06-2020

Incredibly Bad Customer Service

[ Edited ]

, I'm writing to complain about my experience with Best Buy delivery service and customer service. I placed an order at my local Best Buy in August 2019. On August 3, 2020, I scheduled delivery of the entire order and was given a delivery date of 08/07/20. On 08/06/20, I received several messages (email and text), directing me to schedule an appointment for delivery. I was initially confused because I'd already scheduled a delivery. On 08/06/200, at approximately 7:23pm (Eastern Standard Time) I placed a call to the Best Buy Customer Service number and was connected to Rex (employee ID# {removed per forum guidelines}). This phone call is where the nightmare begins. I explained to him that I'd received a message requesting that I schedule a delivery for my order, but that I'd already done so. He explained that one of the appliances (oven range) could not be delivered as part of the scheduled delivery. I asked him what was the issue and why was I not informed of this issue during my initial scheduling? Over the next hour (several times he appeared to get indignant) he repeatedly failed to answer my question, other than to tell me there was “a system error”. I repeatedly asked him what that meant and he repeatedly gave me a long, nonsensical response that meant absolutely nothing regarding the simple question of, “why wasn’t I initially informed of this?” When he informed me that the range would be delivered during a second delivery, I informed him that I could not afford to take another day off from work and that I wanted all of the appliances delivered at once. He informed me that he could not cancel the initial delivery and have all of the items delivered at the same time. After much going back and forth (he literally tried to force me to accept a second delivery), I requested to speak to a supervisor. I was then placed on hold for nearly 45 minutes. During my hold time, I placed another call to the Best Buy Customer service number. I was connected to Diarra, who I again explained my problem to. I also informed that I was on hold (over 90 minutes) with another agent waiting to speak to a supervisor. Diarra agreed to stay on the line with me until I was reconnected, she also looked at my account and was able to reschedule a delivery for all appliances to be delivered at one time. After waiting an 1 hour and 50 minutes, I was connected to a Joan (Supervisor). She quickly informed me that, she was unable to change/cancel the initial delivery (even though it had already been done). After 5 minutes she stated that she’d re-scheduled the delivery. I asked for the confirmation number and her employee ID number, she asked why I needed that information. I Informed her that I planned on filing a complaint, she then hung up on me. I am completely frustrated and disgusted by the way this has been handled and have several question.  Why was an item that I ordered nearly a year ago unavailable?  Why was I not informed of this before or during the initial scheduled delivery?  Why was there such an issue made for scheduling all items at one time?  Why does it take so long to speak to a supervisor?  Why was one agent able to resolve the same issue in a matter of minutes?  Why was I hung on? I look forward to hearing from you.

Posts: 6,274
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Registered: ‎08-21-2017

Re: Incredibly Bad Customer Service

Good morning, woodssw1,


Welcome to our community forums. I appreciate you taking the time to visit us and let us know about your experience with this purchase. We strive to make the appliance delivery process as smooth as possible and I apologize that this wasn't your experience so far. 


I would be happy to take a closer look at this to see if I can help clarify your questions regarding this order. I'd also like to make sure your feedback gets documented here at our Corporate Campus. I will need some more information so I can review your case and order history. Can you please send me a private message that includes your:

Full name

Email address

Phone number

Order number


You can send me a private message by clicking the blue button at the bottom of this post across from my name. I look forward to hearing back from you.

AndrewB|Social Media Specialist | Best Buy® Corporate
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