02-16-2021 01:05 PM
I can't believe how downhill this company has gone. Our refrigerator died on Sunday 2/7. Went to our local Best Buy store on Monday, 2/8 and purchased an Open Box refrigerator that was physically in the store. Was told that the first available delivery date was a week from then on 2/15. Since we had no way to get a refrigerator from the store to our home without delivery, we accepted that date and struggled for a week with no refrigerator for our family. On 2/15 the delivery was supposed to be between 7 am and 1 pm. I received a call around noon informing me the delivery people were running late and that they would be here no later than 3:30 pm. Then at 3:25 pm I received another call saying that the truck has broken down, and they have to reschedule my delivery. THEN I am told I will get a call in 24-48 hours to reschedule! This was unacceptable to me, so I was told to call 888-Bestbuy to see if they can help. Over an hour on the phone with them, and I get NOWHERE because apparently my refrigerator still shows "in transit" and they can't schedule until that is changed. Of course no one can change it. They tell me to call the store. The store can do nothing, claim they have no way to call the delivery people? At 8 pm I get an email to reschedule my delivery online. So I go online and the first available delivery date is 2/23 - over a week from the day it was due to be delivered and now TWO WEEKS from when I purchased the refrigerator. I have called the store again, and Best Buy customer service to try to get some sort of resolution as two weeks to deliver an essential appliance, which was in stock in the store and available to be directly delivered is completely unacceptable. Neither the store nor Best Buy customer service has any way to help me. The most recent customer service representative was rude and completely uncaring, tell me that I "have to understand that trucks break down and they are giving me the soonest available delivery date". This is just completely unacceptable. When your company cancelled the delivery due to a problem on your end, the proper resolution is to schedule delivery for the customer the VERY NEXT DAY. Expecting me to live without a refrigerator for another week is ridiculous. I have been a loyal Best Buy customer for years, and it has always been my first choice for appliances and electronics but this experience has completely soured me on this company. Perhaps posting here might result in some sort of acceptable resolution, although I am skeptical given the extremely poor customer service I have received so far.
02-18-2021 04:34 PM
Hello, sharirenee, and welcome to our online community!
Thank you for taking the time to post on our forum. I know how important it is to have a functioning refrigerator in a home, so I hate to hear about the experience you had with the delivery of your recent purchase. I can understand your frustrations throughout this process, and I'm sorry you haven't been able to receive the support you've been searching for. I'm hoping I can help now.
To start, please send me a private message including your full name, email, phone number, and order number. Also, please share if you were able to reschedule a delivery date, or where this order/situation now stands. You can find the blue option to message me to the right of my name below.
All the best,