I recently purchased a refrigerator on line for my parents who are in their late 80's. The reason I chose Best Buy was the delivery date was promised 3 days after on line purchase, as my parents current fridge was not working at all. I have shopped at Best Buy for years so felt confident in my purchase. I recieved at least 6 communications, between texts and recorded phone messages and emails, that stated they would be at my parents house on Monday, between 12:30 and 4:30pm. I took the day off of work, since I can't just take half a day, and left for my parents house about 10am (I am 45 minutes away from my parents house). I then receive a phone call on my way over that the delivery truck was at my parents house at about 10:20, rang the doorbell and no one answered, so they left. My father broke his hip and moves very slowly and my mother is hard of hearing. When I tried to call back, I recieved a message that there was a 35 minute wait to talk to someone and someone would call me back. A woman called me back in about 45 minutes and told me that someone was scheduled to try and deliver again at 1:07PM, I was like, great, we will be here. I asked her why they would not notify someone that they had moved the scheduled delivery time window, she did not have any idea. Well, long story short, 1:07 came and went, finally around 2:30 I called and again had to leave my number and someone called me back 30 minutes later. This man told me no, no one was coming with the refrigerator, and he didnt want to give me "false hope" by telling me someone was? I asked what we do now, he said you can reschedule and wait another 3 days. I was like seriously? Isnt it on a truck somewhere if it was supposed to be delivered today? He had no information, I asked to talk to a manager, this person told me the same thing....it is not coming today, soonest they could reschedule for was Thursday. I wonder if anyone really tried to ring the door at 10:20? And why give a delivery window of 4 hours if your aren't coming during that time? So I missed a day of work, for this, and my parents still had no refrigerator. Long story short, I cancelled the order, which the manager was perfectly fine with me doing and went to Lowe's, ordered the same fridge and recieved it on Wednesday. I should have gone there to begin with, you lost a Best Buy customer for good. I am doing this blog because there is no number to call or email to use to formally let someone know what happened as a customer, so I guess this is it. Whatever happened to customer service?
AndrewB-BBY
