Delivery & Installation

[ejmoses]

I purchased a treadmill from Best Buy including the $199 delivery and assembly option.  First scheduled delivery was Tuesday, August 30, 2021 time window of 7 AM to 1 PM.  Contacted customer service several times by phone and chat, and as of 9 PM that evening they still claimed the treadmill was out for delivery.  It was not delivered.

Re-scheduled delivery and assembly for Friday, September 3, 2021, time window of 7AM to 1 PM.  Contacted customer service at 3PM that day after no delivery.  Customer Service confirmed that it would not be delivered and that it would need to be re-scheduled.  The Customer Serice agent Cody G. stated that the treadmill was in the warehouse and "guaranteed" that it would be delivered on the re-scheduled date.

Third scheduled delivery for today, Tuesday September 7, 2021, time window of 7AM to 1 PM.  I received a phone call at 12:57 PM that the delivery was canceled and needed to be re-scheduled.

Fourth scheduled delivery and assembly is now Friday, September 10, 2021 from 7AM-1PM.  I'm not holding my breath.

Unless I am contacted by a Customer Service representative that can explain this situation the next step is to contact the New York State Attorney General office and submit an official complaint.

[Wesley-BBY Retired: Social Media Specialist]

Hello, ejmoses.
 

Welcome to our community forums and thanks for reaching out to us about the delivery and assembly of your purchased treadmill.  We understand how disappointing this must have been not having it delivered on its original estimated date. So, we like to research the delivery status and determine what we can do to get this resolved.

To effectively verify and access your account, please send a private message to us with your full name, phone and email using the blue “PrivateMessage” button just to the right of my signature. We look forward to chatting with you!

[ejmoses]

It is now 8pm on my 6th scheduled delivery day.  No one has showed up, I have not received a single phone call or notification.  I am not sure what Best Buy or their contractors are doing but this is unacceptable.  I have now taken time off from work on 6 days wasted 6 days waiting for a delivery that never showed.  There is no fix, as far as i'm concerned.

I will be submitting a complaint to the New York State Attorney General's office concerning Best Buy's non delivery of goods and woefully inadequate customer service.

[ejmoses]

Now Best Buy is separating the delivery from the the assembly and I have to schedule 2 separate 6-8 hour time windows, one for delivery and one for assembly.  The online system will not allow them to be on the same day.

Extremely frustrated.

[Wesley-BBY Retired: Social Media Specialist]

Ejmoses,

We have escalated this issue to our Support Team leaders and are currently awaiting a reply from them.

Thank you for your patience.

[ejmoses]

My patience is done.  I  was given a 7th delivery window from noon to 8 PM this evening.  I contacted customer service to confirm that my treadmill was indeed on a truck and would be delivered today.  The customer service agent stated that it would "DEFINITELY" be delivered today.  I missed my sons first football game waiting for that "DEFINITE" delivery.  Well here I now sit typing with no delivery, no communication or notification that it would not be delivered.

I don't know if the customer service agents are trained to give out false hope, are provided false information, aren't provided the tools to provide proper customer service, or told to just flat out lie.

I gave Best Buy the benefit of the doubt because of the pandemic and labor shortages, I've seen it my business and many others, but no more.

Best Buy has lost a loyal and longtime customer.

[ejmoses]

I have cancelled the order with Best Buy.  Dick's Sporting Goods now has the order and it is available to pick up today.  

[Wesley-BBY Retired: Social Media Specialist]

Edward,

Though not a parent I can only imagine how frustrating and disheartening this has been.  Wonderful moments with your children are so important and certainly shouldn’t be missed.  So, we sincerely apologize that the various scheduled delivery teams were not able to fulfill the task of delivering and assembling your treadmill as requested.  We understand this was hugely inconvenient and should not have occurred based on the information that was repeatedly relayed to you.

I’ve reached out to the leaders of our Support Team in an effort to further rectify your experience.  I respectfully understand your sentiments, but hope that you’ll allow me an opportunity to follow up with you.

Best regards.

[ejmoses]

Wesley,

Thank you for responding.  The whole experience would have been much easier to tolerate if there had been any notification that the delivery was not going to happen.  Eight (8) different times I received an email or text that my delivery was scheduled, and eight (8) different times that delivery did not happen.  A simple phone call or text message to alert me that the treadmill did not make it on a truck for delivery that day would have allowed me to get back to work or attend my son's game.  It is 2021, and I assume that Best Buy has some of the best tracking technology, yet not a single customer service agent could tell me where my treadmill was, other than to say it was "in Transit" or would "definitely" be delivered by the end of the day, or I "guaratee" it will be delivered.  We're not talking about an envelope, we're talking about a 400 pound treadmill.

I look forward to your response

[ejmoses]

Lastly, it only took the customer sevice agent about 30 seconds to cancel my order this morning.