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Posts: 1
Registered: ‎12-04-2018

Worst experience of my life - formal complaint

[ Edited ]

A simple TV delivery gone wrong and I am on an island with no one willing to help.  I need this fixed immediately or I will take my business somewhere else and make sure everyone I know never uses Best Buy again.  I don't like having to resort to this level and I never write complaints because I understand things happen but I expect someone try to fix things when they are clearly broken.


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Here is what has happened up to today.  Times may not be exact


11/28 delivery scheduled from 3:30 to 5:30 pm.  No one shows get a text after the delivery window expires that the delivery window has changed to 6-8 pm.  No one asks me if this works.  It doesn't for about a 30-45 min part and of course when I am not available to respond to a text I get a text that they will be at my house in 10 mins.  Missed them, no note no communication.


Call back to reschedule on hold forever.  Rescheduled for 12/3 from 3:30 to 5:30.  Get a text and a phone call at 10:15 am that they will be at my house in 15 mins.  Made it clear that no one would be available.  Said they would call back.  No call back so I expect my original window to still be good.  Nope no one shows up no one calls or communicates anything.


Call 12/3 to complain.  Get dropped first time.  Second time get transferred to a third part delivery service that has no knowledge of my order number or my delivery.  Tells me to call Best Buy back.  Call back and on hold forever again and get transferred to different areas.  No help.  Finally get a manager on the phone that seems like he knows what he is doing.  He calls the delivery service and confirms my order number and promises me someone will call me in the morning to rechedule so I will not be on hold.  Not ideal as this delivery service has failed twice already but manager promises me a gift card for my troubles.  Tells me to call back once everything is settled to get the gift card.


12/4 at 12:30 pm still no call from delivery company.  I try and call Best Buy back and have to explain the situation again to another rep who only wants to transfer me to a delivery company to reschedlue.  No confidence in this and not even close to good enough at this point.  Ask to be transfered to a manager that has the authority to correct the problem.  Get disconnected and I know they have my phone number because I had to verify it but no call back after being disconnected.


This is shameful and disrespectful.  Can someone that can fix this issue please call me and get me the TV I paid for and I want different options I don't want this delivery service delivering my TV.


Dan {removed per forum guidelines}

{removed per forum guidelines}

Posts: 94
Topics: 5
Kudos: 13
Solutions: 7
Registered: ‎12-28-2015

Re: Worst experience of my life - formal complaint

Hello Dan,


Welcome to the Best Buy Forums and thank you for taking the time to post with us. We never want our customers to wait longer than they are promised for a delivery on their order. We strive to always provide quality customer service to prevent any mishaps, such as you have had to experience. This is not the type of service we wish for on our customers. 


We do not want you to continue to wait longer than you should for the delivery of your new TV. Purchasing a new TV should be an exciting time and hassle free experience. Our team is happy to take review your order on our end. Could you please send us a private message with your full name, e-mail, phone number and order number?


Best Regards,

Ken|Social Media Specialist | Best Buy® Corporate
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