04-17-2019 10:27 AM
Reaching out as I am incredibly frustrated with the service for delivery of my new appliance I purchased. Yesterday, when I received an update from the delivery company that they would be delivering between 10 and 1 (outside of my preference) and that I was 3rd on list - hardly a morning delivery. I accepted and then an hour later called and left a message and also texted that I was concerned about being last in the window given other appointments I need to be at for work. At 5:00pm yesterday I got a new text confirming my delivery between 7 and 10am. Here I'm thinking, "great, they got my message and things have been adjusted." It's now 10:21am, I recieved no calls and no updates. After calling your support line, the only option for me was to continue to wait. Your representative explained to me there was a mistake in scheduling. I have been clear since I ordered this, and even yesterday that I needed a morning delivery and despite this, her best advice was to continue to wait and then call back at 11 to "see where things are". If I "see where things are" and take the risk since I've already lost 3 hours of my day I also run the risk of being late for important meetings.
This is a terrible customer experience all around. Best Buy has disrespected my time and then when they did not honor their commitments asked me to wait longer. I would bet, that if I decline this today, I will be setup up for another 3 hour delivery window as if I have all the time in the world to not be at work waiting for this delivery. This is completely unacceptable.
04-25-2019 06:06 PM - edited 04-25-2019 06:09 PM
Thank you for reaching out to share your experience with us. I do regret that this is not a happier review, so I'd love the opportunity to jump in and see if I can do anything to make this right.
We do offer 6 hour delivery windows, and while we do try to honor all of our customer's preferences, our logistical system calculates the route geographically. This is to ensure maximum efficiency for our teams so that we can reach as many client's as possible when they request a specific date. We do offer a scheduling preference indicator named MyTime which is an additional $70. This secures a 2 hour window for your delivery.
Unfortunately, it does occasionally happen where the 2-3 hour system-generated window will change. This can be due to cancellations, reschedules, or a change in the driver's starting point. I do apologize that you were given two different windows, and then the team did not show up within the window you were given. I'd love the chance to research this and see if I can do anything to make this right. Please send me a message using the link in my signature below, and confirm your full name, phone number, and email address.