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New Member
Posts: 13
Registered: ‎09-07-2019
Accepted Solution

No Delivery as expected

On 9/2/19 I made a washer and dryer purchase and had it set for delivery FIVE days later which is today Saturday 7/9/19. My window was 10a-12p and I received text updates that my delivery was scheduled as expected. Unfortunately, after making sure I would be home...which means missing work money, the delivery never came.

I tried to call Best Buy to find out the issue, now it’s 1:10p. While on hold, now I finally get an email stating my delivery is canceled. How interesting that I get this while I’m hold. I think someone was trying to cover up an error. Anyway I tried to call the number in the email to set up my new delivery. 2 hour wait time!!!! WTH it didn’t take two hours to take my money to make the purchase.

After 6 more attempts and hours of holding, no results from going in store to complain. I finally get someone at 6:18 to tell me that now I can’t have my products until 7/13/19 because they are in transit. Excuse #500 because ultimately the end result I found was that the have no clue where my item is. Not at Best Buy Mall of Georgia (where I purchased) nor the warehouse it was supposedly shipped to. The excuse the delivery guy have was that it was at the warehouse to go on the truck for delivery and Best Buy states it is in transit.

Needless to say I am fuming and will never ever purchase another product from Best Buy in my life. I mean come on people get your crap together!!! What disturbs me most is that I didn’t read this forum before I purchased my items. Then I would’ve read all the other people who had the same issue as me all around the US. Best Buy, you say you pride yourself in making the customer happy...hmmm only making them happy to make a purchase. Once that parts done, you no longer have that obligation I guess. Your new name should be Worst Buy because that is what I will refer to you as from now on! Thanks for the worst experience in delivery service I have EVER received. #worstbuyatitsfinest #lessonlearnedWB
Posts: 5,854
Topics: 73
Kudos: 546
Solutions: 333
Registered: ‎12-23-2016

Re: No Delivery as expected

Hi, Ruize81,

 

Thanks so much for taking the time to set up an account here with us at the Best Buy Community Forums to share your experience with us. That isn't at all the kind of service we want to provide to our customers. We understand that time is valuable, and that a missed delivery can be very disruptive.

 

In situations like this, we ask that you call our Geek Squad Client Care team at (800) 304-1259. It sounds like you may have done this already, and faced long hold times. We're always working to reduce hold times as much as possible, and I'm sorry for that long wait this time.

 

That team is set up to help out with delivery issues like this, and they would have set up the earliest possible date for a new delivery that works for you. If you have additional concerns, I suggest reaching back out to them. if you were assigned a case manager, please contact them directly. 

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 13
Registered: ‎09-07-2019

Re: No Delivery as expected

Thanks for the replay 5 days later. Well to update you...yes I did contact that number and was on hold for 3 hours and 5 minutes!!! I don’t a hold that long sounds remotely close to “working on it”. Anyway of course I HAD to set up a new delivery because your systems wouldn’t allow my order to be changed to pickup status! So I’m currently patiently waiting for my delivery for today between 11a-1p. It’s 12:09 now so... only time will tell. For the sake of my sanity, it better arrive today. Oh and wear is my gift card for the initial mess up. I was advised that I would receive one for all of my troubles on this past Saturday. I probably shouldn’t hold my breath but that’s the next call of mine out to you guys because it’s the only fair thing for your company to do. Oh I the message you are sending me back is not accepted as a resolution until I receive delivery and my gift card.
Posts: 5,854
Topics: 73
Kudos: 546
Solutions: 333
Registered: ‎12-23-2016

Re: No Delivery as expected

Hi again, Ruize81,

 

I'm hopeful that delivery will go through as expected today. 

 

Who was it that offered you a gift card? You mentioned speaking both to your local store and to us over the phone.

 

Sincerely, 

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 13
Registered: ‎09-07-2019

Re: No Delivery as expected

It was a man maybe Frank 1-888-237-8289. After many attempts at 1-800-304-1259 I was finally able to speak to someone who reached out to the store, managers and god knows who else. He stated that he would be able to get me compensated in the form of a gift card but then on one of his transfer calls I was connected with a lady who gave me the run around and made me call back to the 304 # and this was my second round of hold that time being the one that was 3 hrs and 5 minutes. In addition to being told that over the phone at one of my many trips to the store, I was told there as well to contact the 304 # and they would be able to offer my my gift card. The call between myself and Frank I’m pretty sure was documented because I received a survey on him.
New Member
Posts: 13
Registered: ‎09-07-2019

Re: No Delivery as expected

I completely feel your pain! I never post reviews either but this experience was so undeniably wrong in so many ways that I had to this time. Looking at all the forum posts before me and after, I am in disbelief that this is a real thing happening to people who have spent thousands of dollars. I am so angry I sold my previous set or I would’ve canceled my order this past Saturday! Good luck to you BKuser!!
New Member
Posts: 13
Registered: ‎09-07-2019

Re: No Delivery as expected

Oh and please note that now it is 12:44p and the delivery drivers have 16 more minutes to arrive for my second scheduled delivery appointment. I’m already getting anxiety of this! Please also note that I live 2 miles from Your store in Buford, GA and 3 miles from the warehouse it is coming from. Due to my previous issue, I should’ve been the 1st or beginning stop to help remediate the lack of quality service I have received.
New Member
Posts: 13
Registered: ‎09-07-2019

Re: No Delivery as expected

FYI it’s 1:03p and they still have not arrived!! I am currently on hold for round #501 with you guys to get an “ETA”! I have to be being punked right now!
Posts: 5,854
Topics: 73
Kudos: 546
Solutions: 333
Registered: ‎12-23-2016

Re: No Delivery as expected

 them. Hi again, Ruize81,

 

I cannot speak to the logistics of how the order of deliveries in a day is determined, but I appreciate your feedback on how an earlier time would be better for you due to your proximity.

 

I'm sorry that the delivery is late. Calling that (800) 304-1259 number to speak tot he Geek Squad Client Care team is your best resource on this, both for that delay, and for the gift card you previously discussed with them.

 

Sincerely,

Kyle R|Social Media Specialist | Best Buy® Corporate
Give Kudos if you like this post or Accept as Solution if it answers your query!
New Member
Posts: 13
Registered: ‎09-07-2019

Re: No Delivery as expected

Call one 12:56pHeld for about 5 minutes someone came on and said they would 11 minutes after being told they would check on my ETA then the call disconnected. Back on now waiting again! I am going to post my entire experience on here so that every bit of info is documented for me, as well as with your company.
-1:09p call #2 spoke with Mike: has to call out to dispatch again. Putting me on brief hold, of we get disconnected, he will call me back. Mike got back on the line after a short hold. The delivery drivers are running behind, “they apologize for that”. They should be here within the next 30-45 minutes. Mind you that was excuse #1 I received Saturday until later they stopped lying and said my set never even made it to the warehouse. Ok that’s all for now. I will keep you updated!!