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New Member
Posts: 2
Registered: ‎06-05-2018

major delivery fail and lost customer

We recently purchased a refrigerator and arranged for delivery and installation yesterday (Jun 4). We were informed our window was between 8 AM and 12 PM, were warned about difficulties with the third-party delivery service, and told we would not likely receive any further communication but to be available during the window. That morning, we received both a text and an email to inform us our delivery would arrive around 10:05 AM but we still hung out near our door to accommodate the delivery whenever it would happen. At around 9:45, a truck pulled in front of our house with an Enterprise logo on it. We saw it pull up and opened our front door in case it was the delivery (though it's weird that there wouldn't be any company identification for the third-party vendor from a major retailer like Best Buy). Nobody left the vehicle in the first few minutes, so we kept the door open and sat at our kitchen table to wait for someone to come onto our porch. Nobody ever came up the steps- as evidenced from the video surveillance we have on our porch, doorbell monitoring security, and our dogs who would bark if someone came up the stairs. The truck left about 15 min after it arrived. We called Best Buy Geek Squad several times and they were told by the delivery company that they knocked and nobody was home and were also told they called us at 9:45 (neither of us received a call at that time). Those excuses are complete and utter lies. Apparently, one of the delivery men took a photo of our home to "prove he was there" but I really don't see how that matters when he and his colleague never attempted the delivery. In our calls to Best Buy to see what could be done about the delivery "attempt" and this failure, we were promised return calls several times (in 15 min, in 30 min, etc) and never received any return calls for the rest of the day or today (it's now 12PM). After our window had elapsed, we left and went to the Longmont, CO Best Buy store where we made our purchase. We described the situation to the customer service staff and they were completely unsurprised. They initially offered to have a manager call us, but when they shared he would arrive in 10 minutes (and in light of all the return calls we did not receive), we decided to wait. The managers (even the one who had the authority and specific contact information to escalate this situation) could not reach the delivery company at all (it was just after 1 PM) and later shared it would be impossible to remedy the situation by delivering our refrigerator that day, so we cancelled our order. The manager said he couldn't cancel an order in transit, so he would call us in the morning. He did make that call today and we finalized cancellation. We own small businesses here and we lost a lot of time and money waiting for a delivery and forcing Best Buy to deal with their own inept vendor - hoping someone would hold this company accountable for their failure. In our experience with the friendly staff at the store, it became clear these folks are between a "rock and a hard place" with a genuine desire to provide excellent service and a poor decision at the corporate level (likely based on the decision to hire the cheapest vendor coupled with disgraceful acceptance of abysmal performance). It's disgusting to me that front line employees have to answer for this and executives who made this decision are buffered from having to hear about the multiple failings that surely affect the store's sales figures. We not only decided to cancel our order, but we also sought out a smaller business from which to purchase our refrigerator and we will buy future equipment there moving forward. I intend to relay this story to many people who are considering purchasing their appliances at Best Buy. This situation negatively affects the store personnel and customers but leaves the upper level folks safe in their corporate offices. That's far more unacceptable than a delivery delay and lost time. You should treat your staff and customers better than that and not make ridiculous excuses for something likely preventable or at least correctable. Please understand, our dissatisfaction was not merely due to a delay in receiving goods, but rather in the (apparently repeatedly) poor performance of this vendor and the implicit acceptance of this behavior toward customers with the ridiculous (and incorrect) excuse that the company cannot oversee a third-party vendor. In order to create and maintain an excellent reputation, you absolutely must oversee vendors who represent you and correct inadequacies as soon as possible. In fact, most larger companies survey customers about the quality of service provided by their vendors but this is not the case with Best Buy. As small local business owners, I can assure you much of our business comes from larger chains who do not provide the service they're enlisted to provide and do not treat their customers well. Rest assured, another business in Longmont was happy to have our patronage and we were happy to be treated respectfully. I sincerely hope you reconsider this vendor - if only for the sake of your excellent store employees who surely do not enjoy answering for willful incompetence and repeated failings. Until I hear any action was taken from this complaint, I will relay this experience to my neighbors and friends as well as on my social media to help others avoid the same fate. I'm even considering calling the news station because of how egregious this failure was and how the company thinks it's acceptable for a vendor not only to fail, but to lie about the failure to make it appear as though the customer failed AND even in the throes of asking for assistance at the store, the managers were trying to find out if the vendor had any grounds to say they "tried" even after hearing the sequence of events. Please feel free to reach out for any additional details. I am disgusted, but I hope this will result in change of some kind. Marilyn
Posts: 2,384
Topics: 17
Kudos: 213
Solutions: 126
Registered: ‎11-29-2016

Re: major delivery fail and lost customer

Good morning Marilyn,

 

Although I wish your visit to our forums were under more fortunate circumstances, I do appreciate you taking the time to share your feedback with us.  We always strive to provide a positive shopping experience for our customers, regardless of what their shopping for.  From what you’ve described, it sounds like our associates at our Longmont, CO store provided the level of service we expect our customers to receive, so it’s disheartening to hear your experience with the delivery of your refrigerator turned an otherwise positive experience so sour.  I realize I can’t undo the disappointment this experience has caused you, but I truly regret the frustration this delivery has undoubtedly caused you.

 

Going forward, please know I’ll be documenting your feedback here at our Corporate Headquarters, to make sure your insights are visible to the appropriate leadership.  Using the information you’ve provided us upon joining our forums, I’ve located the order in question, to ensure this delivery is fully documented.  We can’t hope to improve the level of service we provide our customers without their feedback, and it’s posts like yours that help us do so.  I’m truly thankful you took the time to share your insights with us, and I’m optimistic your feedback will help us prevent a similar experience from happening to our customers in the future.

 

Sincerely,

SeanM|Social Media Specialist | Best Buy® Corporate
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New Member
Posts: 2
Registered: ‎06-05-2018

Re: major delivery fail and lost customer

Thank you, Sean. I sincerely hope the company considers change or stern corrective action for this vendor. Per the staff during various interactions regarding my refrigerator debacle, a terrible delivery experience is not only commonplace, but virtually expected. Additionally, they shared that this was not the only store affected by this vendor's poor practices. As you mentioned (and I agree), the Longmont staff provided impeccable service to me (and I have received excellent service there many times in various departments). It is unacceptable to me that the dedicated staff members are subjected to being a middleman for this corporate oversight and it should be remedied before they quit and find other businesses that will treat them more respectfully. Please let me know if something is done and if you need any additional information from me to verify my account of the situation.