I wanted to share my experience with Best Buys Geek Squad delivery today. While I've worked through this problem with the telephone delivery support personnel, it seemed clear that the system that caused the problem won't be addressed or even passed on to those who can fix it.. Hopefully my email can help address that.
In summary, I purchased an OLED television from Best Buy online on Tuesday, July 13, of last week and found many delivery schedule times. I chose one well in the future, today, Saturday, July 18, since I don't work on weekends and can wait at home for the 7am-1pm delivery window. I received several email and text confirmations from Best Buy to be prepared for this delivery--even up to 6pm last night when I received a final email and text confirmation that delivery is definitely happening at the scheduled date/time.
I did find it somewhat odd that no one from Best Buy called me the day prior to confirm, as the email said they would. I called this morning just to confirm, and after a 45 minute wait time, was told that it looked like my delivery needed to be rescheduled. After speaking to the courteous support person, I asked to speak to his supervisor and was put on hold another 15 minutes. In speaking to the supervisor, I learned that Best Buy just simply overbooked deliveries for today and chose my delivery to cancel. He couldn't tell me why I wasn't notified of this or why I continued to receive confirmation emails, but too implied I was just lucky to have called in so that I didn't waste the rest of my day waiting for a delivery that wouldn't ever come.
I also found it odd and disturbing that the first person I spoke to wasn't even able to verify or see that I had a delivery scheduled at all. I assured him I had received emails and texts confirming the delivery was scheduled and, at least up until last night, Best Buy too thought my delivery was scheduled. He went dangerously close to implying I hadn't really scheduled delivery, denying my claim to have made a delivery appointment, but seemed to back off once I offered to provide email and text proof.
Delivery is now rescheduled for this Tuesday. And, since I work and am unavailable for a delivery on work days, I now have to request a vacation day to sit and wait for my 7am to 1pm window Tuesday for delivery. I asked the supervisor for any reassurance he could provide me that I'm not taking a vacation day for no reason in the now seemingly plausible event Best Buy again fails to deliver the TV and fails to inform me ahead of time they have cancelled delivery for any reason, including they just overbooked their delivery day. While also courteous, he of course, could provide no assurance.
Unlike several other businesses that have a system failure that causes significant inconvenience or cost to customers, I also could not find any way to report this to Best Buy than this email. My hope is you will find a better way to not completely disappoint a customer, as you have in my case, who has, up until now, been a pretty loyal Best Buy fan.
In short, the two issues that need to be addressed are;
1) Devise a better system so that when a customer books and receives confirmation of a delivery appointment, you are able to meet that delivery appointment commitment.
2) If a circumstance warrants you need to cancel and reschedule an appointment, a phone call to the customer should be made, ahead of the previously scheduled delivery window, to explain the delay, reschedule the delivery appointment, and apologize.
I would also suggest that, as an act of good will toward a customer when an inconvenience like this is 100% Best Buy's own fault, you offer a discount on the item, or future person, as a way to apologize. Many other companies do this but I've yet to see this as a practice at Best Buy.
Feel free to reach out to me if I may provide any additional information. Thank you for your attention to this.
SeanM-BBY
