02-21-2019 08:34 AM
I purchased a new washer and dryer on Thursday, February 14. Delivery was scheduled for Monday, February 18. Upon delivery, it was discovered that the dryer was damaged. The delivery worker called Geek Squad, notified them of the damaged dryer, and I spoke with the customer service representative. The representative informed me that I would receive a phone call on Tuesday, February 19 to reschedule delivery of the dryer.
I received no phone call on February 19. I received no phone call on Wednesday, February 20 either. I called around 3pm on February 20. I was told that the soonest delivery date was on Saturday, February 23. I informed the representative that this delivery date was unacceptable to me as I am unavailable to accept a delivery on this day. I want my appliance delivered on Friday, February 22. I was told that was unavailable but perhaps would have been available if the request had been made the previous day, February 19 -- the day that I was supposed to receive a phone call to reschedule. I scheduled for Monday, February 25, as a backup.
I called back today, February 21 to speak with a supervisor. I advised that I need my dryer delivered on Friday, Feb. 22 but the supervisor informed me again that it is not possible to schedule me for that day as that day has been booked for 2 weeks.
This is unacceptable. It is not my fault that I did not receive the promised phone call to reschedule delivery. I had to reach out to reschedule delivery of a $650 appliance. The reasons I am dissatisfied are as follows:
1. I did not receive a phone call to reschedule on either February 19 or 20. Had the phone call been made, a delivery date and time convenient to my schedule would have been more likely.
2. The supervisor stated that Friday, Feb. 22 was booked for 2 weeks. This sounds like a fabrication given my previous experiences with Best Buy delivery. I have bought other washer/dryer sets, refrigerators, etc. from Best Buy. It is my experience that most deliveries are made within 3-5 days unless the item is out of stock in the warehouse. It also contradicts with the statement made by the representative on Wednesday, Feb. 20 (that representative stated that a Feb. 22 delivery date would have been possible had there been contact made on Tuesday, Feb. 19.
3. It is a rainy week in my area, and I have a 5 person family (with 3 children under the age of 10). I need a working dryer and I need it now.
4. The Monday, Feb. 25 delivery date is inconvenient to my work schedule.
02-21-2019 09:26 AM - edited 02-21-2019 04:04 PM
Thank you for joining us at the Best Buy Community forums. I apologize for the bad experience you’ve had with your delivery. Having an appliance arrive not working is never good. I’m sorry that we haven’t been able to get a replacement out yet, and for the lack of a phone call back to schedule that.
If we are already booked up for the next couple days, I don’t believe that we will be able to get you a sooner date for delivery. That said, I’d be happy to take a look into your order to see if we can assist at all.
Please reach out to me through a private message, by using the link in my signature below this post. I’ll need your name, email address, phone number, and order number to get started.