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Posts: 1
Registered: ‎01-14-2019

Special Delivery Instructions

We purchased a fridge online for delivery today. There is a residential bridge on our property and a small truck is required for delivery. We noted this in the online order. When the delivery company showed up today they had a large truck. While we were on the phone with the dispatcher trying to work something out, the truck just left and we were told they wouldn’t be coming back (at their suggestion, we were trying to find a pick up truck it could be loaded on). Now we are told they would be back in 2 days - we disassembled the old fridge and put food outside in the snow expecting to have the new fridge today. Talked to Geek Squad and one can do anything to get it delivered today. Geek Squad said our special delivery instructions only went to the store we ordered from, not to the trucking company - and next time we should call to make sure they are followed. What is the purpose of asking for special delivery instructions online if they are not going to be sent to the people who need them? We have three small kids and we are going to lose all the food in our fridge - not to mention needing to take another day off work. This is more than an inconvenience, this is costing us money.
Posts: 617
Topics: 40
Kudos: 85
Solutions: 25
Registered: ‎07-23-2018

Re: Special Delivery Instructions

Hello MZCZ,


Welcome, and thank you for taking the time to share your recent experience with us. Having a refrigerator delivered often requires some orchestration to ensure it goes smoothly, and it sounds like you made the notes so our teams would be aware of your requirements. Although a smaller truck may not have been available to comply with your request, I can see how some additional communication about that would have been helpful so you could prepare for an alternative method of getting the refrigerator to your home.


I’m hopeful you’ve been in contact with our Home Delivery Team for resolution since your post, but if you are still in need of a assistance, we’d be glad to see what options we may have available to help. Should that be the case, please send us a private message with your full name, email address, and telephone number, so we can access your order.



Sarah|Social Media Specialist | Best Buy® Corporate
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