Delivery & Installation

[Donnakay]

My kids bought a stove from your store in Holyoke MA. It was supposed to be delivered 2 weeks ago but they got a text saying that it "was broken" and the order was canceled. They then found out it wasn't broken but the delivery guy couldn't find it so hey rescheduled the delivery to last week. That was also canceled. It was to be delivered today between 2 and 6 and at 4:20 they got a text saying they would be there in 20 minutes. An hour later they got another text saying it was canceled again. They were told that it will be delivered next Wed because the delivery schedule is full. I'm sorry but they shoutrump someone else and get their stove delivered. This is the worst customer service I've ever seen! They are young kids and just bought their first house and THEY NEED HEIR STOVE! I'm furious and will keep going up the ladder until this mess is taken care of and I will tell everyone our experience! I've worked in some capacity of service my entire adult life and you do no treat customers this way. Their order number is #{removed per forum guidelines}. I expect a response to this with a delivery date this week! It's absolutely ridiculous and they keep getting the run around but I won't accept that! They paid for this item over 3 weeks ago and have had 3 delivery dates and still no stove! Please respond and if not I'll go higher up the chain until I get this ridiculous problem resolved! Thank you

[Allison-BBY Social Media Specialist]

Hello, Donnakay!

Thanks for joining our online community and posting for support. Purchasing a stove is a big deal, and we'd expect this important appliance to be delivered without any issues. I hate to hear about the experience your kids have had with their order, and I can understand wanting to reach out and express your disappointment and frustration with this runaround they've received. I'm hoping I can connect with them to discuss this further and provide any support that I can.

Per our Privacy Policy, we are only able to discuss orders with the person whose name is listed in the billing section of an order. As you've mentioned your kids purchased this stove, we'd need the purchaser listed on the order to reach out to us here on the forums, through Facebook, or on Twitter (@BestBuySupport) from their own account. We'd be happy to review this further then.

Please let me know if the purchaser plans on reaching out on one of these platforms, and what their account name/username is. I'll be sure to look for their message and tend to that conversation right away. If they are unable to reach out online, they can also call (888) BEST-BUY or (888) 237-8289.

All the best,

[Donnakay]

I have all of their information so I don't understand why they need to contact you. Do they use a reference number or something? I gave you the order number so why can't you reach out to them? They've waited long enough and this is ridiculous

[Donnakay]

I can give you their names, address, phone numbers etc...you already have the order number. They have been through enough dealing with your company so if you can't reach out to them I will find someone other than this forum to talk to about this fiasco. Reading all of the other complaints on here it's best not to buy from your company. Either reach out to them or give me your supervisors email or phone number. Thank you

[Allison-BBY Social Media Specialist]

Donnakay,

I certainly understand wanting to help your kids through this situation with their stove. I can imagine the inconvenience they've faced so far with this delivery.

However, our team operates via social media platforms like Facebook, Twitter, and our forum page, meaning we are unable to contact them off of an order number. They're always welcome to call our customer service line for support via phone at (888) BEST-BUY or (888) 237-8289 as well. I want to emphasize again that Best Buy's Privacy Policy governs how we must protect our customers' personal information and under what circumstances it may be shared. With apologies, as you are not the purchaser listed on this order, we are unable to discuss it with you.

Again, if the purchaser is able to contact us here on the forums, through Facebook, or on Twitter (@BestBuySupport) from their own account, we're happy to continue providing support.

Thank you,