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Posts: 8
Registered: ‎01-25-2020

Two failed deliveries, I am hearing conflicting stories about the reason and I am upset

[ Edited ]

 

The delivery and installation of the washer and dryer I ordered 23 days ago didn't happen again.  The concierge at my building called me to find out what the status was as the delivery truck had been sitting out there.  The delivery guys did talk to my concierge and that they were here to deliver to my unit BUT that there was a missing part (something like cable or power outlet thing) they were waiting for. There was no mention to my concierge that the delivery folks could not contact me plus if they had difficulty contacting me why did they say there were parts missing and why didn't they just ask my concierge to call me.  Heck, the drivers could have come up and just knocked on my unit door and discuss the issue of a missing part and could not install.
 
I never received a call or voice mail from your delivery guys and I had been waiting here up at 6:30 am at home all morning.  The only way I knew something happened was that my concierge called me to ask what was going on (did they get the part they needed) and were they going to use the elevator (as it was all padded up and ready for delivery) to make the delivery. 
 
This is the second time of failed delivery.  The first was damaged product (the washer had a big dent).  Now this missed delivery today apparently due to a missing part (instal kit or whatever) to install the washer and dryer.
 
Fairly upset and significant inconvenience for me, the staff at my building, etc. Plus I need a washer and dryer and the order was placed on the 2nd of January.  Now it's Jan 25th. 
 
Thanks
Rob
 
Order Number:{removed per forum guidelines}
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Registered: ‎08-21-2017

Re: Two failed deliveries, I am hearing conflicting stories about the reason and I am upset

Hello, Rob,

 

Thank you for visiting us here on our community forums. I know it's not easy to set time aside for a delivery and can understand how big of an impact it would be have two appointments missed. I would be happy to see what we can do to help you get this order back on track. I will need a bit more information so I can continue to research this. Could you please send me a private message that includes your:

 

Full name

Email address

Phone number

 

You can send me a private message by clicking the blue button at the bottom of this post. I'll keep an eye out for your response.

AndrewB|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎01-25-2020

Re: Two failed deliveries, I am hearing conflicting stories about the reason and I am upset

Silence, except for basic contact information request from bestbuy. Still waiting.  The misinformation about inability to deliver the 2nd time (first time was a dented refused product) and ridiculous consumption of time on getting product and installation I was billed for on my credit card at purchase time is ridiculous.  Shortened warranty period is unacceptable.  

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Registered: ‎10-10-2012

Re: Two failed deliveries, I am hearing conflicting stories about the reason and I am upset

Hello again, Rob,

 

It does look like in Andrew’s last private message to you, he asked a question in an attempt to further assist you.  Can you please review that last message and respond to Andrew’s question?

 

Thanks,

Bill|Senior Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎01-25-2020

Re: Two failed deliveries, I am hearing conflicting stories about the reason and I am upset

I responded on the 25th with the info requested

 

Full name

Email address

Phone number

 

Which was basic.  It's now the 30th.  How long does this charade go on in this redciulous waste of time customer unfrienly forum? Am I simply conversing with a chat bot?  Name, email address, and phone number, really?

 

Upset customer.

 

- Rob

New Member
Posts: 8
Registered: ‎01-25-2020

Re: Two failed deliveries, I am hearing conflicting stories about the reason and I am upset

Here is some proof I sent the requested info on the 25th and that I just resent the info

 

Social Media Specialist AndrewB-BBY Social Media Specialist Rob Wolters a moment ago
Social Media Specialist AndrewB-BBY Social Media Specialist Multiple product delivery failure paid for Jan 2nd/3rd ‎01-25-2020 01:16 PM

New Member
Posts: 8
Registered: ‎01-25-2020

Re: Two failed deliveries, I am hearing conflicting stories about the reason and I am upset

Third delivery attempt failed.  Now Feb 1st still no wasfer or dryer. The washer had a big dent rear center top.  For the Dryer there was no power cable (4 prong) to connect to the outlet.  This is rediculous that as part of product delivery and installation, the installers do not have the required (basic) parts needed to install?  I purchased these on line, and the only kit was the washer water hose connections.  No mention that a power cable was required.  No mention about dryer vent (installers did not have that either)  There is no other options about what is required during the on-line purchase process. 

 

And as a customer who has purchased "installation" servces from presumably professional install company (bestbuy and geeksquad) I think it would be reasonable for the consumer to assume that the installer have the parts needed to install the product.  I'm just shaking my head in a quandary how to get this nightmare of a purchase delivered and installed.  I'm at a complete loss of words as to the amount of time and inconvienience of three lost saturday mornings, inconvienience to the staff in my building as the elevators need to be paded to prevent wall damage, scheduleing with both BestBut and with the staff in my building, not having a washer I need and purchased nealy a month ago,  .  

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Registered: ‎10-19-2017

Re: Two failed deliveries, I am hearing conflicting stories about the reason and I am upset

[ Edited ]

Hi there, Rob,

 

Thanks for elaborating on this for us. I was able to track down your Private Messages with Andrew from earlier, and review your purchase from the info you provided him.

 

We know that getting a new washer and dryer is a big deal, so we are honored that you decided to place this order through us. That said, the experience you have described doesn't sound like the one we intended to provide!

 

As someone who has gone without a working washer and dryer, I know how discouraging it can be to watch that dirty laundry pile up, so I'm sad to learn that getting your new washer and dryer delivered and installed is taking longer than expected. I also know that staying at home for the full appointment window, only to keep ending the day without your new products is less than ideal, so we'd like to try and turn this around.

 

The best step for getting this sorted out would be to call our Geek Squad Client Care team at (800) 304-1259. They can be reached at that number 7-days a week between 8 a.m. and 11 p.m CT. A case manager would then be assigned to your order, and could help you reschedule the appointment, work with the team on your behalf to provide a smoother experience going forward, and touch base with you after the appointment to see how things went.

 

Best wishes,

 

 

 

Elle|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 8
Registered: ‎01-25-2020

Re: Two failed deliveries, I am hearing conflicting stories about the reason and I am upset

I received an email from BestBut that my order has been canceled my bestbut and apparent billing of a gift card sent as incentive for the order. I've place everything in dispute with Visa. BestBuy needs to call me (no voice mails ever received) and make this right and honor the order which is due for delivery this Saturday 2/15.

This is after the 4th failed attempt.

I expect the order I placed in early January to be delivered and installed this Sturday the 15th.

If it is not received I will take action with various governmental agencies, the better business bureau, and other entities. This had been the most egregious nightmare dealing with BestBuy.

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Registered: ‎11-29-2016

Re: Two failed deliveries, I am hearing conflicting stories about the reason and I am upset

[ Edited ]

Welcome back to our forums, rwolters,

 

Please know our support teams communicate through the channels in which we’re contacted, so we’ll be unable to arrange a phone call for you through our Support Forums.  As Elle, and my colleagues on Facebook have mentioned, our Geek Squad Client Care team is best equipped to address any concerns regarding the delivery and installation of your appliances, and can be reached at (800) 304-1259 between the hours of 8 a.m. and 11 p.m. CT, seven days a week.  Our answer will remain unchanged.

 

At this time, we will be blocking further replies to this thread.

 

Regards,

SeanM|Social Media Specialist | Best Buy® Corporate
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