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Posts: 1
Registered: ‎06-17-2019

No Accountability - Terrible System for Delivery

After screw-ups at almost every level, I finally cancelled my appliance order (fridge, dishwasher, range). 

 

The first problem was with the salesman who didn't bother to make an appointment for the haul-away I requested at the time of purchase. Thank goodness that delivery got so screwed up, because I would have been sitting with two full sets of appliances in a space that just can't handle that.

 

When we got everything straightened out, the next appointment was due June 8 between 7 and 10 in the morning. I got up at 5:30 to be sure the fridge was emptied. At 9:30, the phone finally rang, but it was Best Buy telling me the haul-away was cancelled because the crew on "that route" wasn't "working today," and would have to be rescheduled. Two hours later, I called the logistics company that schedules everything and told them I hadn't heard from the delivery crew. She called me back two hours after that to say they had cancelled because the driver's helper was sick or hurt and couldn't help. A half-hour later, the haul-away crew called to say they were on their way. 

 

One of the women at the scheduling company worked with me to get me an appointment the following Wednesday (the 12th) morning, since I was working from home that day. When I hadn't received a confirmation of that appointment by Monday, I called again, and after being escalated to a supervisor, she dug into the matter and found that the appointment had been scheduled, but then their entire computer system had crashed, and the scheduled appointment never got sent to the delivery company.

 

SO we rescheduled for Friday (the 14th) afternoon, when I can usually get off work early, and the simplest, kindest version of the story is that the store somehow decided to randomly reschedule me to July 22 without any notes, any reason, or contacting me first. The scheduling company couldn't do anything because the computers were locked... and so on.

 

Trust me, it was way more complicated and way more absurd than it looks here. I've edited.

 

I had to go to the store four times in this because I couldn't get help on the phone. And while most people seemed eager to help, understood my frustration, this didn't represent Best Buy... because there were four companies with four different computer systems, nothing worked and nobody had any responsibility.

 

Every time something went wrong, whoever I was talking to had at least two other companies to point a finger at. Unless Best Buy does its own deliveries and takes responsibility for the proces from sales to installation, I won't do business with them and will tell everyone I know about this debacle.

Posts: 28
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Kudos: 2
Solutions: 3
Registered: ‎11-12-2018

Re: No Accountability - Terrible System for Delivery

Hi there, AntiM!

 

Thank you so much for taking the time to share that with us. Your feedback is very important and I sincerely apologize that you did not receive the expert service that we strive for. I will certainly provide this scenario to our delivery partners in order to work towards a better process.

 

If there is anything specific I may help you with, please provide the full name, phone number, and email address on the order via private message, so I may locate and verify your account. You can send me a PM by using the link in my signature. 

 

I hope you have a great rest of your week!

 

Sincerely,

 

Halie|Social Media Specialist | Best Buy® Corporate
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