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Posts: 1
Registered: ‎06-25-2019

Order Delivery Issue and System Issue

Our fridge broke down last Thursday morning and left us trying to pack all our food into coolers and hope it doesn't spoil. I was looking for the quickest install for a replacement fridge and also wanted to support a local brick and mortar store if possible. After doing a bunch of research on a model and earliest install date, I picked Best Buy for my purchase. I'm starting to question my choice now. 

I bought the fridge on Thursday night and it had a delivery date for Monday which we figured we could survive until then out of coolers. The delivery team called me actually a little before our scheduled window on Monday and were on their way. This was a great start. However, when they arrived and unpacked the fridge, it was broken and we couldn't take delivery of it. This is where the process and supporting systems started to break down. 

He said we would receive a call from someone later to resolve the issue. I called into support to try to resolve myself and while I talked with some good people, the process and systems allow no sort of timely resolution. We were told that we couldn't reschedule anything until the next day as the item being broken wouldn't process until an overnight job. What company these days has systems that can't resolve an issue until an overnight job runs?!? No override for supervisors or managers? I have worked in the IT world for 20 years and would be let go from my job if I developed a system that stopped you from resolving issues quickly. 

So we are left with waiting until the next morning to call in an wait on hold again to hopefully see if we are lucky enough to be scheduled for ANOTHER installation attempt sometime in the future. And when we call, we are scheduled not same day, not next day, but 2 more days out after your problem with your own broken product. 

So my hopes are not too high for getting a working delivery after 2 attempts at this point and will say that if the next one arrives broken I will go somewhere else immediately to purchase another one. 

Couple of questions at the end. Who is in charge of your IT systems that have this broken process built in and why does that exist in your process and system? And what types of compensation do you offer your customers when your own broken systems impact thier purchase, delivery, and installation?

Posts: 8
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Registered: ‎11-12-2018

Re: Order Delivery Issue and System Issue

Hello, blupah, 


Although, I wish this were under better circumstances, I'd like to welcome you to our community!


I'd like to take a look into your order to see how I may be able to assist you. Would you mind sending me a private message with your full name, email address, and phone number? This can be done by clicking on the blue private message button below, next to my signature. 


Hope to hear from you soon!



Dariela|Social Media Specialist | Best Buy® Corporate
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