12-04-2018 11:29 AM
I recently purchased a range from Best Buy. I was happy with the great price, but had an expectation for matching great service. Delivery was scheduled for Saturday, December 1, between 12 PM to 6 PM. On Friday, I received a text message indicating that the window narrowed to 4 PM to 6 PM. My wife stayed home and missed our son's basketball game to make sure she was home for delivery. We had dinner plans that evening, so we were eager to have delivery take place ASAP so we could get on with the evening. At 6 PM, I received a phone call from the distribution center informing me of an issue at the previous delivery site, and that my delivery would be delayed, at most an hour. With that, I sent my family to dinner first, anticipating that I would join them later. 7 PM came and passed. At 7:45, I grew impatient and called 1-800-BEST-BUY. After being on hold for over 40 minutes, someone answered, put me on hold saying he would look up where my driver was. After 5 more minutes, I was hung up on. Unwilling to wait again, and with no word on where the truck was, I left for dinner and put a note on the door. I arrived at dinner at 8:45 to join my family. Literally after taking the first bite of dinner, I received a text saying that delivery would take place at 9:15 PM. I then received a call asking me if I was home. Stuck with the choice of skipping and rescheduling delivery for who-knows-when, and wanting to actually have the appliance that I had paid for, I left and went back home. Even with that, the delivery drivers seemed rushed, being that installation was not complete until about 10 PM.
If the drivers had my phone number, why was the first phone call at almost 9 PM?
Why did I not receive an update from the Distribution center that called me at 6 PM?
What is Best Buy's customer service policy to satisfy upset customers, to retain their business in the future? While I love a good deal, I love good customer service even more and am always willing to pay for it.
12-09-2018 03:28 PM
Welcome to our Best Buy forums and thank you for taking the time to post with us. I can understand how important it is to spend time with your family and we wouldn't want to you to miss out on that. Having a late delivery and install is that not what we aim for as a company.
Could you please send us a private message with your full name, e-mail and phone number?